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| United Bank for Africa (UBA) |
Customer Service Manager (CSM) job Post
Location: Jobs in Uganda 2023 - 2024
Work Hours: Full-time, 08 hours per day
Salary:
UGX
No. of vacancies: 01
Deadline: 09 January 2024
Hiring Organization: United Bank for Africa (UBA)
Job Details:
JOB OBJECTIVE(S)
To facilitate provision of quality customer service delivery through efficient and effective branch operation, while ensuring conformity with the bank’s laid down procedures/processes and regulatory guidelines.
To provide overall leadership/direction at the branch level and continually enhance team performance to delight customers through excellent banking hall touch point experience.
DUTIES & RESPONSIBILITIES
• Champion effective/efficient implementation of bank-wide policies with respect to branch operations in line with overall Bank policies.
• Conduct daily, weekly, and monthly as applicable GL Accounts proofs and review of aging items for timely resolution/reconciliation in line with GL Proof controls.
• Maintain strong, adequate and strict control awareness and adherence within the Branch for all bank products & processes (Including regulatory processes) and products to enable zero regulatory infractions, fraud tolerance and error rates within the Branch.
• Plan, coordinate, review and assess the activities of operations staff through day –to- day supervision & guidance, adequate allocation of resources, periodic trainings/meetings, performance reviews and feedback, motivation to enable staff productivity, efficient/timely service delivery to customers and achievement of the branch stated/set objectives.
• Authorize transactions within set approval limits and escalate those above approval limits to the TeamLead Branch Operations and COO.
• Supervise account opening process by ensuring complete documentation, prompt scanning of account mandates and tracking/follow-up on deferred documents in line with Account opening guidelines.
• Establish that Branch ATMs are functional at all times with timely escalation and resolution of faults as per ATM Management guidelines.
• Ascertain effective branch cash management with adherence to insurance limits, necessary approvals for excess, no cash outs, prompt evacuations in line with branch cash Management policy.
• Prepare and submit accurate, timely and periodic institutional and regulatory reports on
• Branch Operations in prescribed formats and intervals and submit to relevant stakeholders
• Maintain appropriate confidentiality and security of all customer transactional information and safety of customers and other bank branch assets as per the Bank’s security guidelines
• Develop and implement product cross selling techniques within the Branch to support in achieving the overall Branch business targets/objectives
KEY PERFORMANCE INDICATORS
• Level of Branch operations efficiency.
• Staff productivity index.
• Customer satisfaction index (target nil customer complaints) through direct customer feedback and other channels e.g. suggestion box, mystery shopper reports etc.
• Leadership Capability – Team morale, Staff turnover, achievement of set financial and/or productivity targets.
• No. /Value of branch processing errors, cash differences and fraud.
• Timeliness of reconciliation/liquidation of GL items (within established transit times.).
• Adherence to established transaction cycle times (TATs) for all products/services.
• Accuracy and timeliness of management /regulatory reports.
• Condition of infrastructural facilities/branch ambience.
• Level of control awareness – measured by quality of audit reports and level of deviation
• from established procedures/policies e.g. repeated audit comments, Central Bank penalties/infractions.
• Level of ATM up-time and cash availability (zero ATM service downtimes/cash outs).
• Level of defective account documentation/ un scanned mandates.
• Frequency of branch cash outs/exceeding insurance limits.
• Rate of errors in processed transactions.
• Number of policy breaches/regulatory infractions.
• List of product cross selling techniques in the Branch.
JOB REQUIREMENTS
• Education: A good first degree in any discipline.
• Experience: A minimum of 5 years experience in Banking Operations.
KEY COMPETENCY REQUIREMENTS
Knowledge
• Good knowledge and understanding of banking operations.
• Good understanding of policy and regulatory guidelines.
• Good appreciation of the operational, credit and regulatory risks facing the business.
Skill/Competencies
• Good knowledge and understanding banking operations.
• Excellent customer service capabilities.
• Leadership / Influencing.
• Good negotiation and conflict resolution skills.
• Good Oral & Written communication skills.
• Excellent administrative skills.
• Good documentation and process management skills.
• Capacity for absorbing and managing pressure.
• High level of integrity/Sense of Responsibility.
• Initiative /Proactive ness / Aggressiveness.
• Entrepreneurship/ Taking ownership.
• Analytical Skills/ Problem solving.
• Self-Motivated/Drive.
• Good Interpersonal Skills.
• Team building.
Application procedure
All interested staff should send their CV, application letter and copies of academic certificates to ubaugandahr@ubagroup.com addressed to;
Head of Human Capital
United Bank for Africa
Plot 2, Jinja Road
Kampala, Uganda.
Deadline for applications is 09th January 2024.
Date Posted: 2024-01-03
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