Job Title: Customer Experience Manager
Deadline: 05/12/2024
Job Type: Full-time
Location: Kampala, Uganda
Company: National Social Security Fund (NSSF)
Industry: Customer Care
NSSF is committed to being the Social Security Provider of choice in Uganda by offering exceptional customer service and fostering operational excellence with a motivated, skilled workforce.
Role Overview
The Customer Experience Manager will ensure the Fund’s Customer Value Proposition is effectively communicated and understood, monitor customer interactions, and guarantee responsiveness to customer feedback, complaints, and suggestions for improvement.
Key Responsibilities
- Develop and execute member Customer Experience strategies to achieve a 95% Customer Service Index.
- Establish and maintain relationships with key stakeholders to meet departmental and organizational goals.
- Train, coach, and supervise team members to enhance performance.
- Collaborate with internal departments to foster a culture of cooperation and achieve organizational objectives.
- Measure customer experience across critical touchpoints, driving traffic to service offerings.
- Oversee quality assurance to ensure adherence to experience guidelines and standards.
- Optimize operational efficiency without increasing the cost of service per customer.
- Prepare budgets, analyze variances, and implement corrective actions.
- Participate in organizational committees, such as the evaluation and benefits payment improvement committees.
- Organize and champion annual customer events to engage and impact the member base sustainably.
- Conduct branch office visits to assess and improve client service levels.
- Foster a high-performance culture by effectively communicating goals, managing performance, and providing constructive feedback.
Qualifications, Skills, and Experience
Education
- Bachelor’s Degree in Management, Business, Finance, Commerce, or a related field.
- Master’s Degree in the above fields is preferred.
- Professional qualifications in Business or Finance are an added advantage.
Experience
- 7 years of relevant customer service experience, with at least 3 years in a management role.
Key Competencies
- Commitment & Integrity
- Proactivity & Innovation
- Relationship Building
- Communication and Influence
- Resilience & Resourcefulness
- Advanced Strategy Management
- Advanced Customer Relationship Management
- Advanced Stakeholder Management
- Advanced Market Analysis
How to Apply
Interested individuals should:
- Click here to apply to fill out the application form.
- Send a detailed application letter, curriculum vitae, and copies of academic qualifications addressed to the Chief of People and Culture via recruitment@nssfug.org.
Important Notes
- Women are encouraged to apply.
- Canvassing or lobbying will lead to automatic disqualification.
- Insufficient information or missing documentation may result in rejection of your application.
Join NSSF to contribute to exceptional customer service and operational excellence while advancing Uganda’s social security framework.
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