Customer Experience Manager at UAP Old Mutual Uganda

Location: Kampala, Uganda

Application Deadline: 25th August 2025

Key Requirement: University degree (Diploma in Marketing a plus) with expertise in customer service strategy, compliance, and business intelligence.

Core Focus: Driving customer loyalty, process improvements, and cross-department collaboration.

About UAP Old Mutual Uganda

UAP Old Mutual Uganda is owned by UAP Old Mutual Group, a subsidiary of Old Mutual Limited (OML). The Group employs 27 000 people, operates in 14 countries and is listed on five stock exchanges.

Job Summary

The Position exists to ensure business retention and profitable growth through full delivery of high-quality customer experience and creation of customer loyalty.

The position is directly responsible for ensuring the highest degree of service delivery and developing strategies to help deliver the world’s best customer experience in the business operations while achieving the overall company objectives.

Key Duties and Responsibilities

• Define and deliver a customer service strategy aligned with the company’s brand and objectives.
• Evaluate service delivery channels, identify process/execution gaps, and implement improvements.
• Manage the “Voice of the Customer” feedback loop to identify and address recurring complaints or pain points.
• Cultivate and build profitable long-term relationships with all stakeholders in the Ugandan Insurance Industry.
• Improve process efficiency to deliver customer service as outlined in the Customer Service Charter.
• Train, mentor and coach staff to maintain highly motivated, competent and customer-oriented teams.
• Regularly visit and maintain intermediary and client long-term relationships.
• Ensure that premiums are paid as per the credit control policy.
• Timely and effective resolution of customer concerns, ensuring all cases are logged and resolved within SLA.
• Document customer requirements and ensure internal teams take action.
• Maintain effective working relationships across company departments (Finance, Sales, Marketing, Compliance & Audit).
• Serve as the primary point of escalation for critical customer issues.
• Monitor Customer Service Performance Index and drive continuous improvement.
• Develop and implement customer surveys to measure service quality.
• Conduct service audits and process reviews to identify improvement targets.
• Ensure compliance with AML, KYC, and regulatory standards.

Qualifications, Skills and Experience

• A good university degree is a basic requirement; a Diploma in Marketing is an added advantage.
• Proven ability to collect, analyze, and interpret data for business strategy formulation.
• Experience in regulatory compliance management and stakeholder engagement.
• Strong skills in business intelligence, continuous improvement, and customer relationship management.
• Technical expertise in data exploration, advanced analytics, and audit compliance.

How to Apply

All candidates should apply online at the link below:

Apply Here

Deadline: 25th August 2025

Brown Alex Sunday, 17 August 2025 Customer Service Jobs