• Build a strong customer relationship management strategy to ensure customer satisfaction: strong relationships with existing and new customers to reduce exits and dormancy. • Management of feedback: Ensures timely feedback to all clients’ issues/complaints by carrying out swift investigations and resolving complex or long outstanding problems that have been referred by Sales & Customer Service Officers, Banking Officers and various departments. • Improvement of customer experience: Identifying and driving process improvements to ensure excellence in customer experience, timely delivery of services, optimum productivity, and effective management of resources. • Cross selling: Professionally carries outs interactions with customers for purposes of soliciting customer feedback on all UGAFODE products and services thereby enhancing sales; avails information on company products and services to drive growth in Assets (loans & advances) and Liabilities (savings & schools fees accounts). • Manages Service Turn Around Time: Analyzes service turnaround time of all processes in the institution to ensure fairness and transparency, compliance to business operational standards as well as consistency to set Service level agreements. • Reporting: Develops and submits reports arising out of analyses of customer service that the organization provides and making recommendations for service improvement from time to time. • Support Branch Debt recovery efforts: Approves calls to customers for purposes of debt recovery for all loans that are due for write off and those that are already written off as a means to guarantee a quality loan portfolio for UGAFODE. • Team supervision: Takes full responsibility for guiding of all direct reports, focusing on all aspects of sound people management e.g. Coaching, On-the-job training, and Development, Performance Management and Employee engagement.

• Minimum of Bachelor degree in Business Management/Administration, Marketing, Economics or equivalent • Extensive and in-depth knowledge of MDI operations (Back Office Operations) in a Banking/MDI environment • At least 3 years’ experience as a Call Centre Manager or Team Leader in a service industry preferably financial institution/telecom • Knowledge and experience in customer complaints handling and resolution. • Customer support and service skills • Knowledge of Internal services and product offering in the Microfinance industry; • Basic knowledge of related statutory, regulatory and compliance requirements • Excellent interpersonal skills. • Energetic and ability to be active throughout and willingness to learn. • High level of honesty, integrity and confidentiality. • Excellent communication skills and high level of customer care. • Willing to work long hours with minimum supervision. • Influencing, supervision and negotiation skills. • Result oriented. • Passion for Performance. • Self – Drive, Flexibility, Focus and attention to detail.

If you believe you meet the requirements as stated above, submit an application letter together with an up-to-date CV to our email: recruitment@ugafode.co.ug. Save the Documents as Your Full Name & indicate the job title you are applying for in the Email Subject Line. Your applications should be addressed to the Head of Human Resources Deadline: 17th December 2024. Note: Ladies are encouraged to apply