Customer Service Jobs – SQC Manager – KCB Bank Uganda Limited

About the Organization

KCB Bank Uganda which has been part of the KCB Group since 2007, is a financial service provider that focuses on providing innovative banking solutions in Uganda. It is licensed as a commercial bank by the Bank of Uganda, the national banking regulator.

Job Description

KCB Bank Uganda Limited which is part of KCB Group, East Africa’s largest commercial bank that was established in 1896. Over the years, the Bank has grown and spread its wings into Tanzania, South Sudan, Uganda, Rwanda and Burundi completing the East African circuit in the year 2012. Today, the Group has the largest branch network in the region with over 238 branches, 950 ATMs and 8,000 agents offering banking services on a 24/7 basis in East Africa. KCB Bank Uganda was established in the year 2007 and has grown to become one of Uganda’s top ten commercial banks.

Duties and Responsibilities

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.
A university degree in relevant business discipline, any professional Qualification in General Banking is an added advantage.

Qualification, Experiences and Competencies

At least 2 years’ experience in Teller, customer service, Back office and sales.
Section Head/MLA at least 3 years
Strong people management skills and thorough knowledge of banking products and services, including wider understanding of the general consumer banking universe.
Leadership capacity, including strong communications, negotiations, and interpersonal skills, with the ability to motivate staff.