Open to opportunities

charles kabale

@charleskabale

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Relationship management professional driving customer retention and operational excellence.

Uganda

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What I'm looking for

I seek a role where I can lead relationship management or operations, drive customer satisfaction, improve processes, and develop teams in a growth-oriented organization.

I am a results-oriented relationship management practitioner with extensive experience at the National Social Security Fund (NSSF) in Uganda, focused on building and sustaining strong client relationships and growing membership and collections.

Over more than a decade at NSSF I progressed from Benefits Assistant to Relationship Manager and Branch Operations Supervisor, leading teams, supervising operations, and improving customer experience using tools like Net Promoter Score.

I have led data integrity initiatives, supervised reconciliation projects that restored tens of thousands of receipts, developed training and onboarding programs for new recruits, and produced regular management reports to inform decision-making.

I bring strong communication, leadership, reporting and analytical skills, proficiency with Microsoft applications, a customer-centric mindset, and a track record of process improvements and innovation to roles that demand operational discipline and relationship stewardship.

Experience

Work history, roles, and key accomplishments

Relationship Manager

National Social Security Fund

Jul 2019 - Dec 2025 (6 years 5 months)

Built and sustained client relationships to grow membership and collections, monitored account compliance, resolved customer issues, and conducted outreach roadshows to increase engagement and profitability.

Relationship Management Customer Service Collections Reporting Stakeholder Engagement Microsoft Office

Branch Operations Supervisor

National Social Security Fund

Nov 2014 - Jun 2019 (4 years 7 months)

Supervised branch operations and a five-person team, managed financial and logistical activities, improved customer experience via NPS initiatives, and maintained risk registers and asset management processes.

Operations Management Team Supervision Asset Management NPS Risk Management Reporting Office Administration

Relationship Manager

National Social Security Fund

May 2012 - Oct 2014 (2 years 5 months)

Managed client relationships, identified business opportunities, grew collections and membership, and logged and followed up customer complaints via the service manager platform.

Relationship Management Sales Growth Reporting

Data Integrity Supervisor

National Social Security Fund

Jul 2008 - Apr 2012 (3 years 9 months)

Supervised data integrity initiatives, developed training and procedures for new recruits, compiled MI reports, and led a team that reconciled over 20,000 unallocated receipts to improve data accuracy.

Data Integrity Team Leadership Reporting Process Development Training Project Coordination