Head, Customer Information Services job at Guaranty Trust Bank Uganda | Apply Now

• Relevant Degree from a recognized University.

• Professional Qualification in service shall be an added advantage.

Professional training:

• Customer Service/Experience Training

Desired work experience:

• A minimum of proven 10 years’ experience, with at least five (5) years in middle level management in Customer Service/Experience.

Ideal Job Specifications

• Strong banking knowledge and comprehensive technical customer service and relationship management skills

• Experience of managing teams across the functions outlined under the key accountabilities

• Legal, Regulatory, Compliance proficiency in supervising and managing legal/regulatory documentation as appropriate

Technical Competencies

• Communication

• Ability to present complex analytical concepts to all levels of the business

• Good presentation and report writing skills

• Strong written and oral communication abilities

• Analytical

• Ability to solve problems that have a business wide impact focusing on integrating disparate information sources and committing to strategic action based on various scenarios.

• Ability to draw out key messages and see patterns to identify future trends.

• Apply logic & knowledge to make informed decisions.

• Quality Orientation

• Attention to detail

• Shows awareness of goals and quality standards. Follows through to ensure that quality and productivity standards are met.

• Customer Engagement (internal & external)

• Anticipates the internal customer’s needs and devises innovative ways to address them.

• Makes informed decisions, solves problems and/or generate new ideas/solutions.

Behavioural Competencies

• Leadership

• Individual contributor –exercises self-leadership delivering assigned work in line with professional and technical standards within given periods. Is reliable and works collaboratively.

• Adheres to the Bank’s policies and delivers to set objectives. Has high moral intelligence.

• Delivers results and has significant impact on an organization through the stake holders

• Provides vision – ability to translate organization vision into a team vision

• Coaches & mentors team – knowledge of the individual team members’ strengths & weaknesses and ability to effectively utilize team members to complement & support each other. Active feedback to team members & stakeholders

• Issue & conflict resolution – ability to identify key issues & problems and pick the best choice among alternatives. Ability to make timely decisions and to take action reflective of business objectives.

• Decision Making

• Thinks systematically, regarding business as a whole consisting of interdependent and interactive parts. Able to detect trends in relation to governance and cause effect relationships, remaining aware of the implications which decisions have on the bank/department as a whole.

• Has a sense of urgency about solving problems and takes appropriate and timely decisions

• Problem Solving

• Problem solving style – Identifies, clarifies/defines and works through challenges towards defined outcome

• Solves problems that have a business wide impact focusing on disparate information sources and committing to strategic action based on various scenarios.

• Resilient

• Sustains interest and effort and perseveres to accomplish a task or goal despite any obstacles and setbacks

• Accountable

• Focuses on results and achieving personal work objectives. Able to develop tasks and work processes for desired outcomes. Accepts responsibility for own actions and decisions and demonstrates commitment to accomplish work in an ethical, efficient and cost- effective manner.