Organisation: Stanbic Bank
Duty Station: Kampala, Uganda
Stanbic
Bank Uganda Limited is a subsidiary of Stanbic Africa Holdings Limited which is
in turn owned by Standard Bank Group Limited (“the Group”), Africa’s leading
banking and financial services group. The Standard Bank Group is the leading
banking group focused on emerging markets. It is the largest African banking
group ranked by assets and earnings. Stanbic Bank Uganda Limited is the largest
bank in Uganda by assets and market capitalization. It offers a full range of
banking services through two business units; Personal and Business Banking
(PBB), and Corporate and Investment Banking (CIB).
One
of the service quality strategies for 2016 is to improve the Net Promoter Score
from -17 to +20. This will require that we monitor and measure the service
experience at the various customer touch points in a timely manner and act on
the feedback immediately. Selected touch points include: Account Opening, Loan
Processing, debit card application, mobile banking, internet banking and ATMs.
Job Summary: The Temp-Consultant, Customer Care (NPS) will
keenly monitor and measure the service experience at various customer touch
points in a timely manner and act on the feedback immediately.
Key Duties and Responsibilities:
- Keenly monitor customer experience at
different touch points - Receive customer queries through any contact
channel and ensure they are answered within set SLA. - Quickly respond to customer queries through
any contact channel while maintaining the set quality standards. - Complete customer security check for all
queries and complaints that require customer verification as per the set
bank processes and procedures. - Log all received inquiries, queries and
complaints accurately in the available tracking system for records and MIS
purposes. - Expeditiously follow and adhere to defined
and agreed scripts, processes and procedure while handling customer
queries. - Acquire and maintain knowledge on bank
products and the use of applications to aid in satisfactory query
resolution. - Follow the escalation process to ensure
queries get resolved within the set and agreed SLA - Proactively communicate identified risks and
opportunities (sale leads) while handling customer queries and complaints - Regularly monitor, contact customer and
verify the authenticity of Visa transactions to curb fraud. - Report working tools that are not in working
condition to the Team Leader / IT for attention.
Qualifications, Skills and Experience:
- The ideal candidate for the Stanbic Bank job
opportunity should hold a university degree in any relevant field - At least one to two years’ experience in
branch banking with exposure to a front office role or in a Call Centre
front office role in any service industry. - Working knowledge of the bank’s products and
services will be an advantage - Proven ability to communicate fluently in
English and any Ugandan language will be an advantage
All
candidates who wish to join the one of Africa’s biggest Banking Groups,
Standard Bank in the aforementioned capacity are encouraged to Apply Online by
visiting Link below.
Deadline: 24th February 2016
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