The Candidate

• The incumbent should possess the following competencies:
• Excellent interpersonal and communication skills
• Strong influencing and negotiation skills
• People engagement, Leadership and Management Skills
• Coaching and mentoring skills
• Strong Analytical and problem solving skills
• Strong risk & control awareness and knowledge of mandatory industry control practices

The Job Description and Responsibilities

• Some of the responsibilities of the position holder:
• To ensure that Client service unit provides World Class Customer Service by provision of after sales support to all customers on their day-to-day banking business.
• Identify relevant business parameters and use them to classify /Tier all customers for differentiated service offerings.
• Identifying cross sell opportunities for existing customers and implementing the sales as well as position the bank-products to the customers with proper co-ordination with the sales teams and Relationship Managers.
• Responsible for management of the customer feedback process and ensuring that the business is appraised on the level of customer satisfaction. Additional responsibility of identifying sensitive customer relationships and invoking service recovery process.
• Responsible for initiating customer trainings on the bank offered products, best practices e.t.c. and implementing initiatives aimed at enhancing and building customer relationships.
• Reviewing MIS, generating Root Cause Analysis actions and driving Quality process improvements in the various departments delivering services to customers.
• Conducting Voice of customer reviews and coordinating same with Relationship Managers to ensure feedback.
• Proactively schedule customer round table process so as to seek client views on Citi’s service delivery.
• Responsible for implementing the proactive service approach in line with the global Client delivery model on a continual basis.
• Involvement in the structuring of TTS related transactions and deals and responsible for managing appropriate customer communication and ensuring smooth after sales support.
• Working with regional Citiservice teams to manage the day-to-day activities of Client service unit with the responsibility of driving customer satisfaction through practice of professional management concepts and service consistency and reliability.
• To ensure that Citiservice supports the Business to achieve its set goals and objectives to retain market Leadership in Customer Satisfaction.
• Responsible for channeling best practices feedback and knowledge and assistance to all countries in the SSA cluster.
• Conducting and coordinating training for new hires, staff on rotation from other bank units & customers as and when the need/request may arise.
• Timely completion of MCA and other controls within the Citiservice domain.
• Ensuring timely and accurate response to all regulatory directives and reporting assigned to Citiservice.
• Working closely with Regional and Cluster seniors to ensure alignment of local Citiservice strategy with the regional strategy for functions.

Qualifications and Experience:

• Minimum University Honours Degree
• Internal and External Client Interfacing working experience and a good understanding of the banking industry and banking products/solutions on market.
• In depth knowledge of Citibank products & services not limited to cash operations, trade operations, Electronic Banking, branch operations, cash and tellers functions, FX/MM and loan products.
• Excellent working knowledge of internal compliance and regulatory requirements.
• Knowledge of the Uganda Bankers Association consumer protection guidelines.