The role will streamline internal service delivery and management in line with the customer service charter, policies, procedures and regulatory framework. It aims at addressing obstacles internal staff experience when doing their work.
It provides consistency at which internal service gaps are identified and addressed timely. It aims at improving customer service within the departments and bank wholistically.

Key Result Areas
• Monitoring and tracking of Service Level Agreements between departments, picking and addressing gaps highlighted.
• Developing, tracking and monitoring Internal Service Standards
• Conduct internal service trainings to emphasize on
• responsiveness and support internally and its direct impact to the external customer experience.
• Support workplan related internal service campaigns to drive appreciations of the different departments and roles in the bank.
• Conduct bi-annual Inter-Departmental Satisfaction Survey to measure the Internal Service Satisfaction Index and address the gaps therein.
• Monitoring and reporting on service delivery in departments in head office.
• Prepare and submit periodic reports/Bank of Uganda returns.
• Internal service complaints management and tracking.
• Financial Responsibility – N/A

Person Specifications
Education & Training
• A bachelor’s degree in any field.
• Training certificates in customer service are an added advantage.

Skills & Experience
• Four years’ experience in customer service/call centre or a similar front facing role.
• Data analysis skills

Report writing and presentation skills.
• Good interpersonal skills
• A positive attitude
• Communication skills
• Business Behaviours Reliability
• Dependable
• Ethical
• Team Player.

Interested candidates should submit their applications with a recent CV, copies of all academic transcripts, certificates and testimonials, daytime telephone contact, postal and email address and three competent referees not later than Monday, 26th June 2023 by 5:00pm to:
Chief Human Resources Officer Housing Finance Bank Investment House 4 Wampewo Avenue, Kololo
Please take note that all applications should be sent by email to [email protected].
DO NOT HAND DELIVER YOUR APPLICATION.
Please note that ONLY shortlisted candidates will be contacted and any form of canvassing will lead to automatic disqualification. Guidelines for submitting Documents
Ensure that all your documents are scanned and submitted in 1 single batch using the following order:
Application letter
Curriculum Vitae (CV)
Academic Documents and Certificates
The maximum document size is 10 MB
Please indicate the name of the position you are applying for in the subject.
Housing Finance Bank is regulated by Bank of Uganda. Customer deposits are protected by the Deposits Protection Fund up to UGX 10 million, Terms and Conditions apply.