Job Title: Head of Service Quality – 00107058
Barclays bank
Location: Kampala, Kampala
Job Type: Employee
Job Status: Full Time
Categories:
Administrative / Clerical
Barclays bank
Job Details
Organisation: Barclays Bank
Duty Station: Kampala, Uganda
Job Summary:
The Head will ensure we maintain and enhance our Service Quality tracking performance through world class MI relating to CSAT calling, mystery shopping and customer satisfaction surveys
To drive & deliver a radical improvement in customer service to our chosen market segment through dynamic service leadership in Barclays Uganda
Develop strategy for process improvement and Culture change
Develop, deploy, and maintain central repository for all policies and procedures across the customer service unit and ensure adherence to these procedures and standards.
As Secretary to the BBU Customer Service Quality Forum on a monthly basis, provide MI and contribute to root cause analysis and implementation of remedial service improvement actions in conjunction with Management.
Key Duties & Responsibilities:
1. Service Improvement - 50%
Proactively implement the service quality countrywide customer initiatives to gain staff commitment to provide world class service.
Assist Customer Insight team to conduct customer research.
Own the results from the various Service Measures through sharing them across the business & incorporating corrective measures into current plans.
Conduct process enhancement group discussions with business heads and stakeholders & involve them in producing solutions/suggestions for service/process improvements.
As secretary to the monthly service forums, provide MI as necessary and contributing to root cause analysis and implementation of remedial actions in conjunction with management and key stakeholders.
Create and lead a revolution in customer service, which is the envy of our competition, and actively support and monitor outlet champions in their pursuit of complaints resolution.
Regularly visit outlets to drive appropriate customer service behaviors and share best practice.
Represent a central point of reference, best practice and ownership in the business for process improvement and lean projects while constantly reaffirming the importance and profile of complaints in the organization.
Manage and run any change initiatives relating to service
2. Business Support - 20%
Identify systems & processes which create barriers to serving customers & improve/eliminate these to create value for customers.
Motivate & inspire staff to improve service levels, through implementation of service initiatives & ongoing coaching.
Champion and promote the delivery of an excellent and consistent customer service and sales experience for customers ensuring that all processes defined by the business are customer centric
Support management in the design, planning, and launch of all customer service initiatives and projects
Provide ongoing feedback on customer service to all levels within the business, ensuring an integrated country effort around service initiatives.
3. Developing Capability - 20%
Provide active and inspiring leadership to service quality in-country.
Be a visible advocate of service within the country, role modelling all behaviors as related to customer service.
4. Reporting Control – 10 %
Ensure necessary regulatory and compliance requirements related to service are adhered to and strictly applied.
Provide ongoing feedback on current status of service initiatives & customer service levels to the business and BA (as required), suggesting improvements or new programs where appropriate.
Oversee, Monitor and Report on Key Performance Indicators for Service Quality unit.
Key Issues:
Develop, implement and embed a Customer service Improvement Programme that will transform the reputation of BBU as primarily an excellent customer service organization
Using customer service measures to identify and drive associated service / process improvements.
Design and oversee the delivery of annual training and development plans for customer service improvements across potentially all BBU colleagues
Successful delivery of a centralized policy and procedures repository visible to all Service Team Members
Identify and successfully work with stakeholders to execute process improvement on selected business units, significantly improving customer experience and/or reducing cost.
Identify KPIs (Key Performance Indicators) for all Operations business units and build a dashboard system to make to track service performance and drive improvement
Implement quality checking to reduce internal and external customer complaints. Identify primary causes of complaints and coordinate with affected stakeholders to eliminate core causes of complaints.
Requirements
Qualifications, Skills & Experience:
Broad understanding of world class service in both financial services and other industries.
Ability to implement projects / programmes according to set objectives & timelines, across a wide business platform.
Job holder must have managed teams previously and must have a strong buoyant personality.
Experience in financial services.
Team Management and extensive experience in a senior customer service management role.
Previous service-orientated, customer-facing role.
Experience in driving & implementing projects / initiatives.
Personal Competencies:
A passion and instinctive inclination towards excellent customer service.
Proven leadership, coaching and development skills.
Excellent communication and presentation skills, both written and oral.
Excellent interpersonal and networking skills, with the ability to influence and guide strategy at senior levels.
Training delivery and facilitation, mastering questioning techniques
How to Apply:
If you feel challenged by any of the above positions, and believe you can deliver on key deliverables as outlined above, upload your application letter, current curriculum vitae and photocopies of academic certificate to our recruitment website detail provided:
Barclays is an equal opportunity employer that recruits, develops and promotes people on merit, and rewards outstanding performance, regardless of background and gender.
For queries contact us on 0417122453 or email: barclays.uganda@barclays.com
Deadline: 2nd July, 2013
Barclays bank
Location: Kampala, Kampala
Job Type: Employee
Job Status: Full Time
Categories:
Administrative / Clerical
Barclays bank
Job Details
Organisation: Barclays Bank
Duty Station: Kampala, Uganda
Job Summary:
The Head will ensure we maintain and enhance our Service Quality tracking performance through world class MI relating to CSAT calling, mystery shopping and customer satisfaction surveys
To drive & deliver a radical improvement in customer service to our chosen market segment through dynamic service leadership in Barclays Uganda
Develop strategy for process improvement and Culture change
Develop, deploy, and maintain central repository for all policies and procedures across the customer service unit and ensure adherence to these procedures and standards.
As Secretary to the BBU Customer Service Quality Forum on a monthly basis, provide MI and contribute to root cause analysis and implementation of remedial service improvement actions in conjunction with Management.
Key Duties & Responsibilities:
1. Service Improvement - 50%
Proactively implement the service quality countrywide customer initiatives to gain staff commitment to provide world class service.
Assist Customer Insight team to conduct customer research.
Own the results from the various Service Measures through sharing them across the business & incorporating corrective measures into current plans.
Conduct process enhancement group discussions with business heads and stakeholders & involve them in producing solutions/suggestions for service/process improvements.
As secretary to the monthly service forums, provide MI as necessary and contributing to root cause analysis and implementation of remedial actions in conjunction with management and key stakeholders.
Create and lead a revolution in customer service, which is the envy of our competition, and actively support and monitor outlet champions in their pursuit of complaints resolution.
Regularly visit outlets to drive appropriate customer service behaviors and share best practice.
Represent a central point of reference, best practice and ownership in the business for process improvement and lean projects while constantly reaffirming the importance and profile of complaints in the organization.
Manage and run any change initiatives relating to service
2. Business Support - 20%
Identify systems & processes which create barriers to serving customers & improve/eliminate these to create value for customers.
Motivate & inspire staff to improve service levels, through implementation of service initiatives & ongoing coaching.
Champion and promote the delivery of an excellent and consistent customer service and sales experience for customers ensuring that all processes defined by the business are customer centric
Support management in the design, planning, and launch of all customer service initiatives and projects
Provide ongoing feedback on customer service to all levels within the business, ensuring an integrated country effort around service initiatives.
3. Developing Capability - 20%
Provide active and inspiring leadership to service quality in-country.
Be a visible advocate of service within the country, role modelling all behaviors as related to customer service.
4. Reporting Control – 10 %
Ensure necessary regulatory and compliance requirements related to service are adhered to and strictly applied.
Provide ongoing feedback on current status of service initiatives & customer service levels to the business and BA (as required), suggesting improvements or new programs where appropriate.
Oversee, Monitor and Report on Key Performance Indicators for Service Quality unit.
Key Issues:
Develop, implement and embed a Customer service Improvement Programme that will transform the reputation of BBU as primarily an excellent customer service organization
Using customer service measures to identify and drive associated service / process improvements.
Design and oversee the delivery of annual training and development plans for customer service improvements across potentially all BBU colleagues
Successful delivery of a centralized policy and procedures repository visible to all Service Team Members
Identify and successfully work with stakeholders to execute process improvement on selected business units, significantly improving customer experience and/or reducing cost.
Identify KPIs (Key Performance Indicators) for all Operations business units and build a dashboard system to make to track service performance and drive improvement
Implement quality checking to reduce internal and external customer complaints. Identify primary causes of complaints and coordinate with affected stakeholders to eliminate core causes of complaints.
Requirements
Qualifications, Skills & Experience:
Broad understanding of world class service in both financial services and other industries.
Ability to implement projects / programmes according to set objectives & timelines, across a wide business platform.
Job holder must have managed teams previously and must have a strong buoyant personality.
Experience in financial services.
Team Management and extensive experience in a senior customer service management role.
Previous service-orientated, customer-facing role.
Experience in driving & implementing projects / initiatives.
Personal Competencies:
A passion and instinctive inclination towards excellent customer service.
Proven leadership, coaching and development skills.
Excellent communication and presentation skills, both written and oral.
Excellent interpersonal and networking skills, with the ability to influence and guide strategy at senior levels.
Training delivery and facilitation, mastering questioning techniques
How to Apply:
If you feel challenged by any of the above positions, and believe you can deliver on key deliverables as outlined above, upload your application letter, current curriculum vitae and photocopies of academic certificate to our recruitment website detail provided:
Barclays is an equal opportunity employer that recruits, develops and promotes people on merit, and rewards outstanding performance, regardless of background and gender.
For queries contact us on 0417122453 or email: barclays.uganda@barclays.com
Deadline: 2nd July, 2013