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Job Summary

Job Title:
Service Management Officer
Employer:
DFCU Bank
Location:
Kampala
Country:
Uganda
Contract Type:
Full-time
Job Category:
Bank Jobs
Number of Positions:
Deadline:
Friday, 17 April 2026

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DFCU Bank is a leading financial institution in Uganda dedicated to transforming lives and businesses through innovative financial solutions that drive economic growth and financial inclusion. Established in 1964 as the Development Finance Company of Uganda, the bank has grown from a development finance institution into a full-fledged commercial bank, with a significant milestone being its acquisition of Crane Bank in 2017. Recognized for its strong financial performance, customer service excellence, and digital banking innovations, dfcu Bank has received multiple industry awards and remains a trusted partner for individuals, SMEs, and corporate clients. The bank fosters a dynamic and inclusive work culture that emphasizes integrity, customer focus, innovation, teamwork, and excellence, offering employees professional growth, career advancement opportunities, and competitive benefits. With a strong presence across Uganda through an extensive network of branches, ATMs, and digital banking services, dfcu Bank continuously invests in technology to enhance accessibility and efficiency. Committed to corporate social responsibility, the bank actively supports financial literacy programs, women empowerment initiatives, environmental sustainability efforts, and youth entrepreneurship. Headquartered at 26 Kyadondo Road, Kampala, Uganda, dfcu Bank remains a key driver of financial empowerment and economic development in the country.

Full-time

Deadline: 

17 Apr 2026

Service Management Officer Job at DFCU Bank

DFCU Bank

Job Description

Reporting to the Manager- Customer Experience, the role holder will be responsible for promoting efficient service delivery by monitoring service level agreements for all units within the Bank and acting as the first point of contact for all complaints/queries raised.

Duties, Roles and Responsibilities

KEY ACCOUNTABILITIES:

  • Provides the single point of contact for handling requests, queries, through taking calls, and assigning requests logged in the complaint/queries management system.
  • Log and track the resolution of operations related queries in accordance with the SLAs.
  • Check to confirm that causes of service problems addressed to the operations team have been identified and corrective action taken to prevent or detect recurrence.
  • Identify and escalate situations requiring urgent attention.
  • Escalate complaints/queries or incidents that are not resolved within the agreed SLAs.
  • Provide responses to business units on the status of complaints.
  • Run reports and analyze helpdesk data as requested.
  • Following up with business units to confirm full resolution of issues.
  • Monitor incidents to detect any that may re-occur.
  • Conduct service awareness trainings for all units.
  • Track complaints to confirm that the department complies with consumer protection guidelines.

Qualifications, Education and Competencies

See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.

INVITATION

If you believe you meet the requirements as noted above, please use the link below to apply;

careers.dfcugroup.com

Once there, click on “Career Opportunities” to get started. (We recommend using Google Chrome for the best experience.)

Deadline: Friday 17th April 2026

Only short-listed candidates will be contacted.

Click here to apply

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Service Management Officer Job at DFCU Bank

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