Customer Experience Advisor – Executive Office

Job Title: Customer Experience Advisor – Executive Office (Customer Care Jobs)

Organisation: Dfcu Bank

Duty Station: Kampala, Uganda

About Organisation:

dfcu Bank is part of dfcu Group, a Ugandan financial services firm. The Group comprises dfcu Bank and dfcu Investment Management. dfcu Bank offers a wide range of products and services in personal banking, business banking, and corporate banking.

Job Summary: Reporting to the Executive Assistant to the CEO, the role is responsible for providing a professional, efficient, and confidential front-office and coordination service for the Executive Office, serving as the primary point of contact for the Managing Director, Executive Directors, and their key stakeholders.

Key Duties and Responsibilities:

• The role ensures seamless coordination of executive meetings, communications, correspondence, visitors, facilities, and engagements while maintaining the highest standards of professionalism, confidentiality, responsiveness, and customer experience in line with the Bank’s policies and procedures.
• Serve as the first point of contact and professional face of the Executive Office, providing a warm, courteous, efficient, and professional experience to visitors, clients, regulators, Board members, executives, employees, and other stakeholders.
• Manage inquiries, visitor access, reception, and appropriate direction of individuals seeking access to the Executive Office and wider floor.
• Effectively coordinate meetings, appointments, visitors, and competing priorities within the Executive Office, ensuring effective scheduling, timely preparation, and responsiveness to the needs of the CEO, ExCo members, employees, and clients.
• Receive, screen, record, and appropriately route telephone calls, emails, messages, and other communications on behalf of the Executive Office, ensuring that information is communicated accurately, promptly, professionally, and in line with the Bank’s communication procedures.
• Receive, acknowledge, register, route, and dispatch correspondence addressed to the MD and Executive Directors, including sensitive and regulatory communications, ensuring timely handling, appropriate confidentiality, accurate records, and adherence to the Bank’s document management and escalation procedures.
• Coordinate and manage visits to the Executive Office, including senior government officials, regulators, Board members, customers, business partners, senior executives, and other high-profile stakeholders, ensuring appropriate reception, access, guidance, and overall stakeholder experience.
• Prepare meeting rooms and coordinate logistical requirements for executive meetings, staff engagements, and other executive events, including room bookings, seating, refreshments, presentation materials, visitor access, and other requirements.
• Support the planning and coordination of executive briefings, leadership meetings, staff engagements, and other key executive events in collaboration with the Executive Assistant and relevant Bank departments.
• Oversee the day-to-day readiness, appearance, functionality, safety, and professional presentation of the Executive Office, meeting rooms, reception area, and related facilities, promptly escalating and following up on maintenance, security, housekeeping, and other facility-related issues.
• Maintain accurate and confidential records of executive correspondence, visitors, meetings, messages, deliveries, and other front-office activities.
• Track outstanding requests and correspondence where required and ensure timely follow-up or escalation to the appropriate office or function.
• Maintain the highest standards of confidentiality, discretion, professionalism, and integrity when handling executive information and interactions.
• Ensure compliance with Bank policies and established protocols relating to visitor access, information security, confidentiality, records management, and executive-office etiquette, escalating sensitive or unusual matters appropriately.

Qualifications, Skills and Experience:

• Bachelor’s Degree in any relevant field.
• Minimum of 3–5 years’ relevant experience in executive administration, front-office management, executive support, corporate reception, or a similar role, preferably within a banking or financial services environment.
• Demonstrated experience supporting senior executives, managing executive-office activities, coordinating meetings, handling executive correspondence, and engaging with senior internal and external stakeholders.
• Good understanding of corporate office practices and, preferably, knowledge of banking or financial services operations, including the importance of regulatory compliance, confidentiality, and professional protocols.
• Practical knowledge and experience in managing confidential correspondence, document dispatch and receipt, records, registers, tracking systems, and administrative controls.
• Excellent verbal and written communication skills, with the ability to interact professionally and confidently with executives, Board members, regulators, government officials, clients, employees, and other stakeholders.
• Demonstrated ability to handle sensitive and confidential information with a high level of discretion, integrity, sound judgment, and professionalism.
• Strong organisational and time-management skills, with the ability to manage competing priorities, coordinate multiple activities, meet deadlines, and maintain attention to detail in a fast-paced executive environment.
• Proficiency in Microsoft Office applications, electronic calendar and meeting management systems, document management systems, email, and other standard office technology.
• High level of personal presentation, customer service orientation, responsiveness, courtesy, and professionalism, with the ability to remain calm, composed, and solution-oriented when dealing with demanding or sensitive situations.

How to Apply:

All suitably qualified and Interested applicants should apply online at the link below.

Click Here

NB: Only shortlisted candidates will be contacted.

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Level of Education: bachelor degree

Work Hours: 8

Experience in Months: 36