Customer Experience Manager – National Social Security Fund (NSSF)

Job Title: Customer Experience Manager
Company: National Social Security Fund (NSSF)
Application Deadline: 4th October 2024
Employment Type: Full-time
Location: Head Office, Uganda

Job Overview:

The Customer Experience Manager ensures that the Fund’s Customer Value Proposition is understood and effectively communicated by all staff. This role involves overseeing member interactions, ensuring prompt responses to customer feedback, complaints, and suggestions for improvement. The position also focuses on implementing strategies to enhance customer experience and achieve a 95% Customer Service Index.

Key Responsibilities:

• Develop and execute customer experience strategies to achieve the 95% Customer Service Index.
• Build and manage relationships with key stakeholders to meet departmental and organizational goals.
• Train, coach, and supervise subordinates to ensure high departmental performance.
• Collaborate with other departments to foster a culture of cooperation and meet organizational objectives.
• Measure customer experience across critical touchpoints (Walk-in and e-channels), driving traffic to service offerings in line with the strategy and Service Level Agreements (SLAs).
• Ensure quality assurance and adherence to documented experience guidelines.
• Drive operational efficiencies without increasing service costs per customer.
• Manage budget, forecast requirements, and take corrective actions as necessary.
• Participate in key organizational committees, such as the evaluation and benefits payment improvement committees.
• Lead the annual customer event, ensuring it makes a lasting impact on the Fund’s members.
• Assess service levels at branch offices and recommend improvements.
• Foster a high-performance culture by cascading organizational goals, managing team performance, and providing feedback.

Job Grade:

• D5

Reporting To:

• Senior Manager Member Services

Department:

• Commercial

Education Requirements:

• Bachelor’s Degree in Management, Business, Finance, Commerce, or a related field.
• Master’s Degree in Management, Business, Finance, Commerce, or a related field.
• Professional qualifications in Business or Finance are preferred.

Work Experience:

• 7 years of relevant customer service experience, with 3 years in a management role.

Key Competencies:

• Commitment & Integrity
• Proactivity & Innovation
• Getting Work Done
• Relationship Building
• Communicating and Influencing
• Resilience & Resourcefulness
• Strategy Management (Advanced)
• Negotiation (Advanced)
• Customer Relationship Management (Advanced)
• Stakeholder Management (Advanced)
• Market Analysis (Advanced)
• Communication (Advanced)
• Thinking and Problem Analysis

Application Process:

Interested individuals should Click Here to Apply and submit their application letter, CV, and academic qualifications, addressed to the Chief of People and Culture at recruitment@nssfug.org by Friday, 4th October 2024.

Note: Women are encouraged to apply. Canvassing or lobbying will lead to automatic disqualification. Incomplete or insufficient information may result in disqualification.

About NSSF:

The National Social Security Fund (NSSF) is a Kenyan government agency responsible for the collection, safekeeping, investment, and distribution of retirement funds for employees across the formal and informal sectors of Kenya. The Fund ensures that both employers and employees comply with participation regulations.