The Ugandan Jobline

• Agree Home loans
  sales targets with the head of Home loans and take responsibility in the
  achieving of home loans growth.
• Follow up and
  execution of methods in improving of the Home loans, front office/branches
  and securities within service delivery.
• Escalate and handle
  any client issues in regards to securities and documentation.
• Conduct customer
  care visit with Head of Scheme Lending/Products/sales/Home loans to better
  understand customer’s needs after generation of sales leads through
  Schemes and branches.
• Analyse customer
  issues, queries, complaints to determine root cause and deliver tactical
  and strategic improvements to service
• Give appropriate
  advise to clients on the right product mix they need for their key needs
• Gather customer
  opinions on service and service quality levels
• Attend to cross
  functional activities for the betterment of the home loan business.
• Create
  recommendations on product repackaging.
• Collect Market data
  on real estate.
• Ensure
  implementation and review methods of improving operational efficiency with
  retail Home loans front office and securities within service delivery.
• Create relationships
  with real estate agents and developers to create opportunities for direct
  sales.

• Analyse customer
  issues, queries, complaints to determine root cause and deliver tactical
  and strategic improvements to service
• Analyse the products
  that the customer is using and give advice on optimizing use
• Gather customer
  opinions on service and service quality levels and give feedback to team
  members on customer expectations.
• Monitor and
  influence achievement of agreed  service standards with service
  delivery, credit risk and securities
• Ensure that
  insurance arrangements are made for customers for there Home loans before
  draw down.
• Ensure that the team
  performance complies with service standards as set by the business. These
  standards are measured through among other, mystery shopping, customer
  feedback.
• Act as the
  escalation point for hot complaints ensuring quick resolution, visit high
  net worth or key clients on request of the Home loans advisors.
• Review monthly query
  and complaint trend analysis received from the service head.
• Determine the need
  for specific action plans for the Home loans Segment.

• Conduct regular
  customer care visits with Head of Scheme lending to better understand
  customer needs after generation of sales leads through schemes and provide
  guidance to customer as to the best Home loan package available to them.
• Closely liaise with
  securities manager and head of credit risk to ensure proper preparation of
  mortgage documents to new clients, agree terms and conditions of Home
  loans etc.
• Monitor turnaround
  times on account opening and follow up operations on any issues arising
  and any feedback received from Home loans in this regard.
• Establish and
  interact with real estate agents and developers so as to easily have
  access to market trends and rates and better develop tailor made loan
  packages as well as generate sales opportunities

• Analyse customer
  issues, queries, and complaints to determine root cause and deliver
  tactical and strategic improvements to service.
• Analyse the products
  that the customer is using and give advice on optimizing use.
• Gather customer
  opinions on service and service quality levels and give feedback to team
  members on customer expectations.
• Monitor and
  influence achievement of agreed service standards with service delivery,
  credit risk and securities.
• Ensure that
  insurance arrangements are made for customers for their Home loans before
  draw down.
• Act as the
  escalation point for hot complaints trend analysis received from the
  service head.
• Ensure that the team
  performance conforms to agreed service standards, through mystery
  shopping, customer feedback.

• Ensure that team
  member receive coaching and relevant training in order to develop to
  achieve their maximum potential.
• Motivate branch
  staff and ensure that they are motivated to sell the Home loans product.
• Carry out branch
  visits and offer trainings on new product features and parameters.
• Give positive
  feedback to clients both internal and external on unclear any product
  issues
• Assist sales and
  branch staff achieve their Home loan targets by ensuring that they submit
  quality applications and any remediation is carried out appropriately.
• Manage staff
  attendance levels and ensuring that Barclays Africa procedures are
  followed.
• Motivate staff and
  ensure they are recognized through the Barclays Africa recognition schemes
• Pursue your own
  development to increase personal effectiveness and acknowledge strengths
  and areas of development.
• Identify Training
  needs of the team and effectively support their personal development.
• Challenge the team
  to provide meaningful and lasting solutions to customers’ queries and
  complaints by understanding customers’ needs and situation and thinking
  outside the box

• Be involved in local community events and
  networking opportunities (e.g. clubs, meetings, business associations)
• Identify community initiatives to become
  involved in and support as part of Barclays community initiatives (such as
  Make a Difference Day, Local community initiative, Financial Literacy)
• Link community initiatives to both business
  opportunities and colleague events
• Promote community agenda within the branch to
  build pride within colleagues and customers

• The candidate
  should be a graduate or possess relevant experience to compensate
• At least three
  years Retail supervisory experience
• Knowledge of the
  Bank’s products, services and policies and ability to recognize business opportunities.
• Proven people
  management experience with the ability to coach, mentor and motivate
• Good numeracy
  skills with the ability to analyze and interpret KPIs and to use them to
  improve performance
• Excellent group
  dynamics with ability to identify training needs and support continuous
  development.
• Strong
  communications skills with the ability to communicate and influence at all
  levels
• Good
  understanding on how to set targets and incentives/initiatives to drive
  performance.
• People
  Management skills
• Excellent
  coaching and Training Skills
• Good written and
  verbal Communication and Presentation skills
• Business
  Management/Financial Management skills
• Performance
  Management skills
• Resource
  Management skills
•  Cultural
  and Change Management skills
• Good Planning
  and Organizational skills
• PC Skills
• Decision Making
  Skills

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