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Customer Experience Manager job at National Social Security Fund (NSSF) | Apply Now
Kampala, Uganda
Full Time
Are you looking for Customer Service jobs in Uganda 2024 today? then you might be interested in Customer Experience Manager job at National Social Security Fund (NSSF)
About the Organisation
The National Social Security Fund (NSSF) is Uganda’s premier social security provider, committed to ensuring financial security for workers by offering provident fund services that promote long-term savings for retirement, sickness, and other social welfare needs. Established in 1985, NSSF has become a highly respected institution, recognized for its trustworthiness, efficiency, and significant role in the country’s financial ecosystem, with millions of Ugandans relying on its services.
The organization fosters a professional, inclusive, and collaborative work culture, offering its employees opportunities for growth, career development, and work-life balance in an environment that values integrity, innovation, and social responsibility. With a business model based on collecting contributions from employees and employers, NSSF provides a wide range of services including pension plans, medical benefits, and a variety of welfare programs, all underpinned by cutting-edge technology and strong financial management practices.
The Fund operates on a national scale, with its reach expanding to various regions across Uganda, positively impacting the lives of workers, their families, and communities. Core values such as transparency, accountability, professionalism, and service excellence guide NSSF’s operations, while its corporate social responsibility initiatives focus on promoting financial literacy, supporting education, and advancing economic empowerment programs. For more information, visit www.nssfug.org.
National Social Security Fund (NSSF) is positioning itself as the Social Security Provider of Choice in Uganda. With our shared purpose of being the Social Security Provider of choice, providing exceptional customer service and better operations with a well-motivated and skilled workforce, we are looking to recruit persons with high integrity and dedication to work with us.
Job Title
Customer Experience Manager job at National Social Security Fund (NSSF)
National Social Security Fund (NSSF)
Job Description
Job Title: Customer Experience Manager
Organisation: National Social Security Fund (NSSF)
Duty Station: Kampala, Uganda
Reports to: Senior Manager Member Services
Customer Experience Manager ensures that the Fund’s Customer Value Proposition is clearly understood by all staff and duly communicated in a way that all members understand at their preferred communications channels. The role oversees the monitoring of member interactions and assures that the Fund adequately responds to Customer feedback, complaints, concerns and suggestions for improvement.
Duties, Roles and Responsibilities
Responsibilities:
Development and execution of member Customer Experience strategies that will ensure the achievement of the 95% Customer Service Index.
Develop and manage relationships with key stakeholders to facilitate the achievement of departmental and organizational objectives.
Assess your performance and seek feedback to improve it.
Train, coach and supervise subordinates to achieve high performance in the department.
Collaborate with other departments within the fund to achieve organizational objectives and develop a culture of collaboration within the section.
Measure Customer Experience across all critical touch points, i.e., Walk in and e-channels whilst driving traffic to ubiquitous service offerings in line with the Customer Experience Strategy and Service Level Agreements
Oversee quality assurance within the Customer Experience frontiers to ensure experience guidelines and standards are documented, and communicated.
Drive efficiencies within the operation at no increment in the cost of service per customer.
Forecast requirements, budget, schedule expenditures, analyze variances and initiate corrective actions.
Participate in organization committees like evaluation, benefits payment improvement committee etc. as requested,
Champion the annual customer event to ensure delivery makes an impact on our member base in a manner that is sustainable.
Visit Branch Offices to assess client service levels and recommend improvements.
Facilitate the development of a high-performance culture by effectively communicating and cascading organizational goals, managing team performance and providing feedback to improve performance.
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SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Education Requirements:
Bachelor’s Degree in Management, Business, Finance, Commerce or a related field
Master’s Degree in Management, Business, Finance, Commerce or a related field
A professional qualification in Business or Finance
Work Experience:
7 years of relevant customer service experience of which 3 years should be in a management role.
Key Competences:
Commitment & Integrity
Proactivity & Innovation
Getting Work Done
Relationship Building
Communicating and Influencing
Resilience & Resourcefulness
Strategy management (Advanced)
Negotiation (Advanced)
Customer Relationship Management (Advanced)
Stakeholder management (Advanced)
Market Analysis (Advanced)
Communication (Advanced)
Thinking and Problem Analysis
How to Apply
Interested individuals should follow, Apply Now to fill out the application form and also send copies of their application letter, curriculum vitae and academic qualifications, addressed to the Chief of People and Culture to recruitment@nssfug.org
Deadline: 5th December 2024.
NB: Women are encouraged to apply. Please note that canvassing or lobbying will lead to automatic disqualification of the candidate and that providing minimal information or not attaching the required documentation may lead to the disposition of your candidature due to insufficient information provided.
