I&M Bank Uganda is a commercial bank headquartered at Kampala Road plot 6/6A with a growing regional presence. The Bank offers a wide range of commercial banking and financial products and services, and prides itself on introducing innovative products and services based on the needs of its customers. We are seeking to recruit a competent and highly motivated individual with extensive experience and abilities to support business growth in the following position:

JOB TITLE: Contact Centre Agent(s)
LOCATION: Head Office
REPORTS TO: Manager, Customer Experience

Job Purpose
• To provide breakthrough one stop service in a consistent, professional manner embracing our brand values.
• To own the operations of the Customer Contact Centre so that satisfactory responses are given to customers on all inquiries, requests, queries or complaints and timely follow-up, resolution and feedback are achieved in line with the Bank’s service strategy.

Key Responsibilities
• Receive with utmost courtesy in-bound telephone calls; e-mail communication or social media messages as relayed to the Bank.
• Responding to the queries and/or inquiries as raised using good and correct knowledge of the bank’s products, processes, and general information.
• Resolution of complaints where possible or prompt escalation of complaints to relevant department.
• Empower self with vast knowledge of the bank’s products and processes as well as relevant contacts to ensure that raised issues (inquiries, queries, or complaints) are addressed correctly and as priority and efforts are made to resolve all these on spot or within the hour.
• Monitor availability of service channels proactively and liaising with stakeholders to rectify downtime causes.
• Escalation of issues received and/or identified to the relevant internal staff or units and timely follow up of all those outstanding.
• Proactively analysing content of customer interactions to identify service improvement opportunities and communicating recommendations to the relevant functions through line manager.
• Generate customer interest in alternative services or products offered by the Bank through customer interactions.
• Prepare regular activity and performance reports on a timely basis for the attention of the line manager and other relevant parties.
• Maintain up-to-date database for customer contacts in conjunction with relevant parties within the bank.
• Monitor observance of confidentiality of customer information by restricting declaration or exposure to only authentic contacts.
• Ensure control lapse are identified in time and all risks escalated to line management in time.
• Ensure no reputation/legal risk through strict following of laid down procedures.
• Timely blocking of cards and stop payments as per client requests.

REQUIREMENT
Minimum Education Qualification:
• A Bachelor’s Degree in any discipline from a recognised academic institution.

Work Experience:
Minimum of 2 years cognate experience

Required Competencies (Knowledge, Skills & Abilities):
• Recognizable customer centricity
• Good telephone etiquette
• Effective communication skills (written and verbal) to efficiently control an interaction and build rapport amongst the various stakeholders.
• Problem solving: Proactively analysing information received/ collected by the team overtime to identify and address root causes.
• Technical literacy: good proficiency and navigation skills around Windows® Applications, MS Office, e-mail, and the internet.
• Ability to Multi-tasking: e.g., receiving customer information over the telephone while inputting/ searching for corresponding/relevant information in the database.
• Teamwork: The ability to offer support and guidance and to work effectively with others.
Note: Deadline for this job posting is 12th January 2023 at 5:00pm and only shortlisted candidates will be contacted. (Please ensure to attach your academic credentials).

Job application procedure
Interested and Qualified? Click Here To Apply


Manager, Communications & Community Outreach Programs job at I&M Bank Uganda

I&M Bank Uganda is a commercial bank headquartered at Kampala Road plot 6/6A with a growing regional presence. The Bank offers a wide range of commercial banking and financial products and services, and prides itself on introducing innovative products and services based on the needs of its customers. We are seeking to recruit a competent and highly motivated individual with extensive experience and abilities to support business growth in the following position:

JOB TITLE: Manager, Communications & Community Outreach Programs
Location: Head Office
Reports To: Head, Marketing & Corporate Communications

Job Purpose
The Manager, Communications & Community Outreach Programs will handle all stakeholder communications for the bank and develop & maintain partnerships with organizations that serve low-income communities and will be responsible to promote events that engage employees in community outreach as well as raising the awareness of giving back to society.

Key Responsibilities
1. PARTNERSHIPS/MARKETING
• Produce and maintain policy and procedure guidelines to ensure ethical and transparent ways of working with external partners.
• Identify, develop, and manage relationships with non-commercial partners to ensure a mutually beneficial partnership.

• Research and identify appropriate partnerships that will lead to long term sustainable community outreach relationships.
• Review project proposals from external parties.
• Ensure that all sponsorship and partnership activities are aligned with the Bank’s strategic plan.
• Lead cross-functional efforts to identify and develop positioning for programs, partnerships, and people to significantly bolster the impact of the community outreach programs.
• Lead the evaluation of the sponsored projects to assess their success in meeting objectives and share key learnings.
• Evaluate the community outreach initiatives against industry standards, analyse results received.

1. STRENGTHENING COMMUNITY ENGAGEMENT AND OUTREACH ACTIVITIES
• Coordinate with strategic partners, implementing partners and the community to participate in the outreach program activities.
• Guide, advise and lead the staff team members in participations of community outreach program.
• Contribute to cross-organizational learning, including providing information, guidelines, lessons learned from community outreach programs.
• Plan & promote events to engage employees and raise awareness.
• Maintain good relationships with the local communities and authorities.
• Provide information to staff on available opportunities for their engagement.
• Proactively coordinate and support the approved staff projects.
• Create and implement an annual community outreach plan and assist in the development and recommendation of the budget.
• COMMUNICATIONS
• Develop strategies and materials for communication of the community outreach and partnerships initiatives to all internal and external audiences, ensuring overall messaging is consistent across the Bank.
• Write and edit materials and otherwise promote approved partnerships and activities via the different digital channels.
• Write press releases, media pitches and blogs.
• Regularly monitor and evaluate websites and social media platforms to ensure adequate branding and visibility of the projects and identify areas for improvement.
• Partner with internal departments to enhance and expand programs, metrics, and communications.

• Provide effective communication and representation, expanded partnerships, heightened visibility for community outreach programs.
• Prepare data-driven, evidence -based periodic reports to ensure that management is equipped with necessary information for appropriate decision making.
• Plan & execute initiatives to reach the target audience through appropriate channels (social media, email, advertising) that align with internal goals.
• Produce progress reports on community outreach programs in line with the Bank’s strategy.

Requirement
Minimum Education Qualification:
• University Degree in Commerce or Business-Related Field.
• MBA or MSC in Public Relations and/ or professional qualification

Work Experience:
Minimum of 4 years cognate experience

Required Competencies (Knowledge, Skills & Abilities):
• Marketing Skills and Knowledge
• People Management Skills
• Knowledge of the Media Industry
• Exceptional Communications Skills – Written & Oral
• Product Development knowledge
• Knowledge and understanding of Branding
• Project Management Knowledge
Note: Deadline for this job posting is 12th January 2023 at 5:00pm and only shortlisted candidates will be contacted. (Please ensure to attach your academic credentials).

Work Hours: 8

Experience in Months: 48

Level of Education: Bachelor Degree

Job application procedure
Interested and Qualified? Click Here To Apply