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About the Organisation
Manager Customer Experience (Branches) job at Diamond Trust Bank Uganda (DTB) | Apply Now
Kampala, Uganda
Diamond Trust Bank (DTB) is a leading financial institution dedicated to providing innovative and reliable banking services to individuals, businesses, and institutions across East Africa. The bank’s mission is to deliver superior financial solutions that empower its customers and foster sustainable growth. With a strong reputation for integrity and customer-centricity, DTB has earned recognition for its exceptional service and innovative banking products, ensuring it remains a trusted partner in the region.
The bank prides itself on a work culture that emphasizes collaboration, inclusion, and personal development, offering employees opportunities for career advancement and work-life balance. Founded in 1945, Diamond Trust Bank has evolved through strategic growth and expansion, becoming one of East Africa’s most respected banks with a presence in Kenya, Tanzania, Uganda, and Burundi. DTB’s business model is built around leveraging digital technologies and innovative financial products to cater to diverse customer needs.
The bank operates with a strong focus on corporate social responsibility, including initiatives in education, health, and the environment, in line with its core values of trust, respect, and responsibility. As a major player in the East African banking sector, DTB continues to expand its footprint, offering a wide range of financial services to millions of customers. For more information, visit www.dtbafrica.com.
Are you looking for Bank jobs in Uganda 2025 today? then you might be interested in Manager Customer Experience (Branches) job at Diamond Trust Bank Uganda (DTB)
Full Time
Deadline:
8 Aug 2025
Job Title
Manager Customer Experience (Branches) job at Diamond Trust Bank Uganda (DTB)
Diamond Trust Bank Uganda (DTB)
Job Description
Job Title: Manager Customer Experience (Branches
Organisation: Diamond Trust Bank Uganda (DTB)
Duty Station: Kampala, Uganda
The role is responsible for addressing customer service-related issues at all the bank branches and working with the customer experience team in identifying the root cause of complaints for non-recurrence.
The holder of the position is charged with the responsibility of championing Customer Service delivery across the Branch network to ensure a ‘wow’ experience for our clients and other stakeholders.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
All candidates should send their updated CVs and application letters to recruitment@dtbuganda.co.ug
Deadline: 8th August 2025
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How to Apply
Drive Superior Customer service delivery across all branches by monitoring and enforcing service level agreements and Turn Around Time
Lead Training and development initiatives to empower staff with skills needed to deliver excellent customer experience
Champion digital adoption and cross selling efforts to enhance customer engagement and satisfaction
Review and improve internal processes to elevate customer experience standards
Maintain strong working relationships with stakeholders to ensure timely resolution of customer queries and complaints within set timelines
Ensure compliance with internal and external regulatory standards
Monitor and report on customer feedback and complaints ensuring timely resolution and continuous improvement
Conduct regular branch visits to assess and enhance customer experience and service environment
Drive Utilization of the ticketing system to capture, monitor and track resolution of issues from the branches
Collaborate with Branch Managers, Branch Operations team to maintain service excellence and branch ambiance
Support business development efforts to meet individual and team targets.
Preparation of regulatory reports as scheduled and ensure submission is done in the required time frame
Academic qualifications: University Degree in Business related Field
Professional Qualification: Professional qualification in Customer Experience
Work Experience: 3 years of working experience in a managerial or supervisory role in Customer Experience

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