Summary
Date Posted: Friday, November 13, 2020 , Base Salary: Not Disclosed

JOB DETAILS:
PostBank Uganda Ltd (PBU), a government owned bank regulated by Bank of Uganda under the Financial Institutions Act, 2004. The bank focuses on being the market leader in advancing financial inclusion. The position(s) below are vacant, and qualified persons are invited to apply.

POSITION DESCRIPTION
JOB TITLE: Quality Assurance Officer (1)
REPORTS TO: HEAD CUSTOMER EXPERIENCE .

ROLE PURPOSE
Offer support to the Head, Customer Experience in monitoring and review of the delivery of service to all customers of the Bank. Directly responsible for the reliability, efficiency and effectiveness of all customer service channels and is the key driver of TAT for all deliverables (ATM cards, Credit facilities, errors, etc.)

Job Skills: Not Specified

KEY RESULT AREAS/ DELIVERABLES:
• Monitor delivery on various processes for all customer requests including Account Opening, ATM Cards TAT, PINS, Cheque books TAT, Credit facilities TAT (loans, guarantees etc), Transactions processing and enrolments for various services to eliminate inefficiencies and maintain competitive turnaround times.
• Examine adherence to service expectations and standards on the above processes and regularly report on the same.
• Inspect processes in (1) above and collate information relating to errors as identified or captured from different processing units with the aim of assuring the Bank of quality data and the customers of quality service delivery. This includes tracking Account opening errors, Credit applications errors and Transaction processing errors
• Review, analyses and report on the nature and causes of the errors in (3) above and follow through corrective actions by the respective units or individuals as well as permanent fixes for the underlying causes.
• Supervise the review and verification of all applications for credit facilities to ascertain client eligibility and appropriateness of the facility provided in line with the Consumer Protection Guidelines.
• Work with the Contact Center to monitor and report on the availability of all service channels e.g. Branches, ATM, PostApp, PostMobile and other peripheral systems as a way of ensuring reliability.
• Consolidate and embed all quality assurance reports into the service dashboard and broadcast the same to all relevant stakeholders on a regular basis.
• Monitor and record incidences of exemplary and undesired display of service professional behaviors amongst staff for the necessary recognition and punitive action respectively.
• Support implementation of service initiatives as stipulated and elaborated in the customer service strategy.
• Carry out other duties as may be assigned by the line manager and/ or the Head of function from time to time.

SKILLS AND EXPERIENCE
• Minimum of 2 – 4 years’ experience in banking operations, credit and account services
• Recognizable customer centricity in decision making
• Effective communication skills (written and verbal) to efficiently build rapport for interpersonal relationships
• Up to date knowledge of the Bank’s products and services as well as policies, processes and procedures.
• Problem solving; proactively analyzing 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, Excel and Power point
• Presentation; ability to exude self-confidence to negotiate win-win outcomes for customers and the bank

EDUCATION AND TRAINING
• A first degree in any discipline.
• Relevant training in banking

Work Hours: 8

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Job application procedure
THE FOLLOWING DOCUMENTS SHOULD ACCOMPANY THE APPLICATION: • Detailed CV
• Certified copies of academic documents
• Applicants address and day time telephone contacts
• Postal/email address and daytime telephone contact of three referees of good standing in society one of which should be your current Supervisor.

Please apply on hr@postbank.co.ug  with job title as subject
Note: Only Shortlisted candidates will be contacted.
Applications must reach the address below by
16th November 2020 at 5.00pm
Chief Human Resource & Admin Officer
PostBank Uganda Ltd,
Plot 4/6 Nkrumah Road,
P.O Box 7189 Kampala.

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