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Manager Service Quality and Compliance job at KCB Bank | Apply Now
Are you looking for Bank Jobs in Uganda 2024? If yes, then you might be interested in Manager Service Quality and Compliance job at KCB Bank
Kampala, Uganda
Full-time
Deadline:
August 25, 2024 at 2:00:00 PM
About the Organisation
KCB Bank Uganda which has been part of the KCB Group since 2007, is a financial service provider that focuses on providing innovative banking solutions in Uganda. It is licensed as a commercial bank by the Bank of Uganda, the national banking regulator.
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Job Title
Manager Service Quality and Compliance job at KCB Bank
Job Description
The role will be responsible for offering customer satisfaction through operational effectiveness, efficiencies and efficient customer compliant resolution.
Ensure compliance with laid down policies and procedures.
Duties and Responsibilities
Operational efficiency:
Ensure adherence to policies, processes, procedures as per documented operating standards (SOPs & Operations Manual) including compliance with AML/KYC guidelines.
Ensure effective and timely resolution of all operational audit issues at the branch.
Prepare and submit all operational reports as required, including the daily cash register, end of month reports and ensure timely reporting of suspicious transactions.
Ensure Branch risk registers & KRIs are up to date, and event/loss incidents are maintained/reported as per stipulated timelines.
Service quality:
To offer customer satisfaction through operational effectiveness, efficiencies, and acceptable turnaround time on all transactions.
Timely customer complaint resolution so as to ensure seamless customer experience.
ECRM utilization and closure of customer Issues.
Branch administration:
Provide an administrative support role to the Branch Manager.
Motivate, coach and develop a high performing team.
Ensure that Branch service providers are properly introduced, verified and monitored.
Ensure Business Continuity and optimal resource allocation/utilization.
Business growth:
Generate leads from Back Office transactions to support Business growth.
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Qualifications and Competencies
Educational Background
Degree: Bachelor’s degree in Business Administration, Quality Management, Law, Compliance, or a related field. A Master’s degree or MBA can be advantageous.
Certifications: Relevant certifications such as Certified Quality Manager (CQM), Certified Compliance and Ethics Professional (CCEP), or ISO 9001 certification are beneficial.
Experience
Industry Experience: Typically 5-10 years of experience in service quality management, compliance, or a related field.
Leadership Experience: Proven experience in leading teams, managing quality assurance processes, and handling compliance-related tasks.
Regulatory Experience: Experience working with regulatory bodies and understanding industry-specific regulations.
Technical Skills
Quality Management: Expertise in quality management frameworks and methodologies (e.g., Six Sigma, Lean, ISO standards).
Compliance Knowledge: Deep understanding of regulatory compliance requirements, including AML (Anti-Money Laundering), GDPR (General Data Protection Regulation), and industry-specific regulations.
Audit and Reporting: Proficiency in conducting internal audits, preparing compliance reports, and implementing corrective actions.
Data Analysis: Strong analytical skills to monitor and assess service quality metrics and compliance performance.
Soft Skills
Attention to Detail: Strong attention to detail to ensure accuracy and thoroughness in quality checks and compliance assessments.
Communication Skills: Excellent verbal and written communication skills to effectively communicate quality standards and compliance requirements to staff and stakeholders.
Problem-Solving: Strong problem-solving skills to address service quality issues and compliance challenges.
Leadership: Ability to lead and motivate teams to achieve quality and compliance objectives.
How to Apply
APPLICATION FOR THIS POSITION MUST BE DONE ONLINE:
Are you interested? Click the "APPLY" button below to submit your application.
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