Manager Service Quality and Compliance
Location | Kampala, Uganda |
Date Posted | August 19, 2024 |
Category |
Banking
Management Quality Assurance |
Job Type |
Full-time
|
Currency | UGX |
Description
![](https://everjobs.ug/wp-content/uploads/wpjobboard/job/70746/company-logo/index.jpg)
JOB DETAILS:
Job Purpose:
The role will be responsible for offering customer satisfaction through operational effectiveness, efficiencies and efficient customer compliant resolution.
Ensure compliance with laid down policies and procedures.
Key Responsibility:
Operational efficiency:
• Ensure adherence to policies, processes, procedures as per documented operating standards (SOPs & Operations Manual) including compliance with AML/KYC guidelines.
• Ensure effective and timely resolution of all operational audit issues at the branch.
• Prepare and submit all operational reports as required, including the daily cash register, end of month reports and ensure timely reporting of suspicious transactions.
• Ensure Branch risk registers & KRIs are up to date, and event/loss incidents are maintained/reported as per stipulated timelines.
Service quality:
• To offer customer satisfaction through operational effectiveness, efficiencies, and acceptable turnaround time on all transactions.
• Timely customer complaint resolution so as to ensure seamless customer experience.
• ECRM utilization and closure of customer Issues.
Branch administration:
• Provide an administrative support role to the Branch Manager.
• Motivate, coach and develop a high performing team.
• Ensure that Branch service providers are properly introduced, verified and monitored.
• Ensure Business Continuity and optimal resource allocation/utilization.
Business growth:
• Generate leads from Back Office transactions to support Business growth.