Organisation: Barclays Bank
Duty Station: Kampala, Uganda
Reports to: Product Manager-Assets
About Barclays Africa:
Barclays Africa encompasses Barclays
Global Retail Banking, Corporate Banking, and Barclaycard operations in 10
countries organised in four geographic areas: North Africa (Egypt), East and
West Africa (Ghana, Tanzania, Uganda and Kenya), Southern Africa
(Botswana, Zambia and Zimbabwe), and Indian Ocean (Mauritius and Seychelles).
Barclays Africa serves its 2.8m
customers through a network of 573 branches and service centres providing a
variety of traditional financial products including retail mortgages, current
and deposit accounts, commercial lending, unsecured lending, credit cards,
treasury and investments.
Job Summary: The Telesales Manager will primarily sell Barclay
bank’s Retail products using telephone
Key Duties and Responsibilities:
1. Sales to Retail Customers
(60%)
- Strategy
& Direction –Own and embed strategy, and provide direction to the
team.
- Ensure
team’s delivery of exceptional sales performance by identifying and
meeting customer needs through selling & cross selling of all Barclays
Africa Retail products & services to customers using the telephone.
- Manage
team’s participation in specific product campaigns by ensuring that the
products are explained to customers.
- Agree,
meet and exceed targets for specific sales campaigns.
- Maintain
team’s sales performance statistics for management information usage.
- Own and
manage team’s product & channel sales targets to contribute towards
the Centre sales objectives.
- Refer to
the appropriate area of delivery for specialist product help or advice
(e.g. Schemes or Home Loans) when uncertain about the product delivery or
application process. Respond directly to the customer.
- Build
effective relationships with Centre staff to ensure that non-sales staffs
refer customers to the Sales Staff when they identify a particular product
or service need.
- When
selling loans to Retail customers, complete the financial analysis and
statement review on customer accounts. Where customers do not meet the
minimum criteria, advise the customer, verbally or in writing as the
customer requires. Report such denials to the Telesales Manager on a daily
basis.
- Grow the
performance of all Telesales Staff to ensure they achieve set targets
- Monitor
& regulate ways of workings for all Telesales Sales Officers to ensure
maximum time & value management
- Sampling
of daily call log
2. Operational Rigour and
Compliance with KYC Requirements: 20%
- Ensure
accuracy of each new loan application, loan document, Barclaycard
application and bank account mandate change. Telesales Staff are held
personally accountable for accuracy and quality of these and supporting
documents that they complete and submit.
- Achieve
operational rigour excellence in all aspects of procedures and processes
personally undertaken to ensure green audit.
- Follow
the Retail end to end loan processing ensuring proper authorization and
compliant with policy held.
- Escalate
any items that exceed the agreed service level time lines or where there
are unresolved requirements, to the Product Manager-Assets
- Comply
with all general Barclays operational risk & rigour requirements e.g.
KYC and anti-money laundering regulations.
- Conduct snap checks as allocated by the
Product Manager-Assets
3. Provision of Customer Service (10%)
- Own
customer queries and complaints around account opening, loans and card
applications and resolve in a timely manner.
- Escalate
any unresolved queries, or queries not resolved in a short period of time
to the Team Leader Sales or Manager Telesales.
- Build relationships with internal service
providers (COO, RISK, and Retail Support) to ensure a quick turnaround
time of escalated queries and complaints.
- Direct
customers to the appropriate delivery channel to meet their needs e.g.
cashiers, drop boxes, ATM etc.
- Ensure timely escalation to Customer
Service Support Staff on any key requirements, & Service
- Ensure
quality & efficient Customer service is embedded at the Centre through
coaching, training & feedback.
4. Contribute to Development of
the Team (5%)
- Share ample
knowledge and experience with the team.
- Growth
and Development of Direct Reports
- Support Telesales officers in case of
excessive workload or absence.
- Support
Retail Products Team when required
5. Personal Development (5%)
- Agree
annual performance objectives with the Team Product Manager-Assets including specific sales targets.
- Pursue
continued improvement in personal development by participating in
development programmes and training.
- Perform
any other duties as assigned.
Qualifications, Skills and Experience:
- The
Telesales Manager must hold a good first degree or diploma or relevant
experience in a front-line banking sales/marketing/service environment
- Prior
working knowledge of the Bank's products, services and policies including
standard tariffs.
- A good
understanding of overall Retail goals & objectives, including the
branch's objectives growth of sales, cost control and income contribution
- Extensive
exposure and understanding of the sales process
- Good working
knowledge of the procedure manuals
- Prior working
knowledge and understanding of relevant legislation e.g. KYC, Anti-Money
laundering, banking code, service standards, health & safety standards
etc
- Detailed knowledge
of the bank's internal departments, systems & procedures as well as
risk & rigour requirements
- Excellent
planning & organisation skills
- Excellent
communication skills, both verbal and written
- Good questioning
skills and ability
- Excellent
PC skills
- Good
numeracy & analytical skills
- Excellent
networking skills
- Good
selling/influencing skills
- Good presentation
skills
- Excellent
listening skills
- Good coaching,
Feedback & reviewing skills
How to Apply:
If you feel challenged by any of the
above positions, and believe you can deliver on key deliverables as outlined
above, upload your application letter, current curriculum vitae and photocopies
of academic certificate to our recruitment website detail below:
Barclays is an equal opportunity
employer that recruits, develops and promotes people on merit, and rewards
outstanding performance, regardless of background and gender.
For queries contact us on 0417122453
or email: barclays.uganda@barclays.com
Deadline: 20th February,
2014
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