• 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

All candidates should send their updated CVs and application letters to recruitment@dtbuganda.co.ug on or before 8th August 2025