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Wednesday, October 3, 2018

Manager Customer Service Job at Bayport Financial Services (Uganda) Ltd - Career Opportunity in Uganda

Vacancy title:
Manager Customer Service 

Jobs at:
Bayport Financial Services (Uganda) Ltd 

Deadline of this Job:
5 October, 2018 

Duty Station:
Uganda 

Summary
Date Posted: 30th September 2018 , Base Salary: Not Disclosed , Employment Type: Full-Time 


JOB DETAILS:Bayport Financial Services (Uganda) Ltd is part of the Bayport International Group (BML) headquartered in Johannesburg, South Africa with Financial Services Operations in over Nine Countries in Africa and South America. In line with our Corporate Objective of continuous improvement and achieving efficiencies in our Country Operations, we invite applications from suitably qualified, professional and experienced candidates for the following openings within our Uganda Operations

Job Title: Manager Customer Service – Headquarters, Kampala.

The jobholder is a member of Management reporting directly to the Chief Executive Officer and is responsible for the overall service and sales excellence and symphony in the Business by ensuring that the service policy and practice remains relevant and fully implemented from time while providing optimal support to all Branches, Regions and Head Office Departments in delivering on the Service objectives, promises and commitments set from time to time. The Manager, Customer Service further ensures optimal staffing of the service Unit and advises management on service fluency requirements and emerging challenges and opportunities in regards to Customer Service.

Key Duties & Responsibilities of the Customer Service Manager

Manager Customer Service will amongst other things be responsible for the following key responsibilities and assignments:
  • Timely Service: The Service Manager is required to set, monitor and regulate the timeliness of service feedback and service resolution times of all service complaints and complaints,
  • Service Systems Management: To ensure all service systems are tracked and all complaints and queries timely handled and feedback given to ensure clients satisfaction and escalation of unresolved feedback to the attention of relevant partnership departments and Functions,
  • Stakeholder Engagement: To develop working communication with leaderships of districts and votes with a view to ensuring timely handling of feedback, proactive provision of support service and proactive sales engagements,
  • Management, Recruitment and Training of the Service Resources and Channels: The Service Manager is expected to recruit, train and ensure retention of all Branch Service and Sales officers (Customer Service Officers) in all 52 Branches of the business and ensure that the service teams proactively support and undertake both direct and indirect sales and achieve 100% conversion of cross selling opportunities at Branch and Head office walk-ins.
    Head office Fulfilment and Service Centers: The Service Manager is tasked with ensuring sufficient staff compliment at all service points in Head office with particular emphasis on Service Initiation Desks, Service Resolution Desks and Branch Support Desks; Call Centers and Sales Fulfillment Centers, to ensure sales and service expectations are met and positive feedback is generated throughout all these service support desks and sales and service centers Executes at speed, accuracy and ensure that all clients’ issues are handled in a timely manner.
  • Periodical Service Health Checks in all Departments, Divisions, Regions and Branches: Conduct biannual service performance quality in all areas of the business focusing on timeliness of service, quality of service, benefits of the said service and appreciation and feedback from all relevant stakeholders regarding the company service propositions and offerings in the entire business and report to Management findings and recommendations for improvement, changes according to review report.
  • Special Service requests and reconciliations: Ensure all special requests from customers are handled within the same day of requests and that feedback is documented and given within the allowed service policy timeframes. Approves customers’ refunds and maintains accurate and timely records of correspondence or discussions with the customers.
  • Policies and Standards: Ensure the service policy and standards remains relevant and practical from time to time advising management whenever there are significant changes in the industry.
  • Statistical Feedback: Ensure daily, weekly and monthly statistical quantitive feedback to management regarding complaints, service requests, compliments, stakeholder engagements, comparative competition feedback to support service decision timeliness and quality.
  • Qualifications, Skills & Experience:
  • A Bachelor’s degree with honors from a recognized University.
  • A minimum of 6 years’ experience in Financial Services Industry, three years of which MUST have been at a Management level in Sales, Service or Credit Operations department, preferably in Retail Banking, Microfinance, Insurance or Telecommunication Sales
  • Must be Computer Literate
  • In depth knowledge of branch and regional management systems and procedures.
  • Thorough understanding of automated service management systems
  • Excellent oral and written communication and a good personality and a team player capable of working with and in a large team
  • Ability to work independently and with minimum supervision while meeting and exceeding deadlines and expectations
  • Willingness to work and travel widely to all Bayport Uganda Branches assessing and implementing service strategy changes
  • Sober, mature, organized and self-controlled; easy to work with and must be a team player.
  • Must currently be actively employed
Rewards: All these opportunities have excellent and negotiable rewards for the best assessed candidates
Job application procedure
Qualifying candidates can send their applications with a signed formal application letter, Detailed Curriculum Vitae and copies of Previous employment documents and Academic documents and relevant supporting documentations to The Head of Human Resources, Bayport Financial Services, Plot 54, Lugogo bypass, Kampala, PO Box 1171, Kampala, Uganda Or email to hrcom@bayport.co.ug ; indicating on the left top corner of the application envelop and if email application on the subject matter, role applied for and name of applicant
Application Deadline date: 5 October, 2018; if not contacted by this date, please consider your application as having been unsuccessful. All previous applicants for any of these roles are advised NOT to apply again.