The Ugandan Jobline

• Products:
  Current Accounts, Transactional Accounts, Savings Accounts, Fixed & Call
  Deposit Accounts
• Segments:
  Premier, Premier Life, SME, La Riba( Islamic Banking), Standard, Mass
  Market
• Channels:
  Branch network, Digital – Hello Money, Internet Banking, Barclays Mobile
  Banking, Barclays Tablet Banking and any other channels the bank may
  launch.
•  The role holder will be
  required to provide portfolio management and relationship deepening
  expertise to segments and the branch network.
• The role holder will ensure the
  balance sheet and fee income targets relating to portfolio management and
  relationships deepening are met. He / She will make recommendations on the
  implementation of product/segment/channel line strategy to maximise income
  and effectively manage the portfolio.

• Understand customer segmentation
  & customer needs and assist to develop customer experience journeys to
  deliver the customer value propositions.
•  Assist to identify the key lines of cost
  and income, and the levers we have to control costs and income. Set the
  strategy according to these levers to achieve the specified Liabilities
  performance targets

• Develop, monitor and review Customer
  On boarding processes across our segments.
• Use customer research to analyse
  customer needs and expectations and make recommendations on how to meet
  these.
• Continuously review E2E processes
  e.g. account opening to identify any gaps for closure in line with our
  vision of becoming the “Go To Bank.
• Design new processes to improve
  customer experience and satisfaction.
• Review customer complaints and
  ensure timely resolution. Conduct root cause analyses to identify areas
  for review and resolution.
• Identify, implement and evaluate
  projects which will have a high impact on customer experience.
• Manage the impact of business
  changes on customer experience and monitor customer reactions to any such
  changes.
• Work with the Cluster Service
  Managers to ensure the coordinated implementation and monitoring of the
  customer experience strategy and processes across our distribution
  network.
• Ensure up-to-date competitor, market
  data and other industries data on customer experience models (locally and
  internationally) are maintained and appropriate recommendations are done
  to keep BBK ahead of competition.
• Work together with the Consumer
  Channels team to support the uptake and usage of Digital Channels.
• Continually audit and monitor
  customer experience, and ensure the implementation of a customer
  experience dashboard
• Support Product Managers and other
  departments as required ensuring appropriate marketing campaigns are
  conducted in support of new products or product enhancements, based on
  customer insights.
• Implement governance, risk,
  compliance and control in line with Barclays group policies.
• Ensure all our processes adhere to
  the Consumer Protection Guidelines and TCF principles.

• Manage customer relationship
  deepening and satisfaction through proposition value enrichment and timely
  cross sell program rollouts
• Stimulate acquisitions, x-sell and
  up sell activity via innovative campaigns and contests.
• Make recommendations to Product
  Managers on product pricing and feature changes to support the growth of
  the Liabilities portfolio.
• Monitor segment, sales channel and
  product portfolio performance against key measures including product
  penetration and P&L performance. Report results with recommendations
  about performance.
• Monitor any fee income leakages and
  work together with Product Managers to close these gaps.
• Make recommendations to Segment
  Heads on activities to improve Liabilities performance.
• Produce regular reporting and
  stakeholder feedback for each segment, sales channel and product portfolio
  identifying key trends and performance indicators in line including
  customer behavior, acquisition and attrition rates, fee income growth and
  margins.
• Recommend changes to align with
  changing customer behavior and market conditions.
• Work with the Analytics team to
  ensure regular management information is provided to local branches and
  key stakeholders in support of agreed relationship deepening activities.
• Work to develop the management
  information and reporting for central use to support the analysis required
  for improved Liabilities portfolio performance.
• Actively manage activation and
  revival of low balance accounts, zero balance accounts and overdrawn.
• Implement, manage and monitor a zero
  balance accounts policy including periodic closure of these accounts.
• Develop a Liabilities Customer
  Retention Plan to ensure the controlled management of attrition and to
  support the business strategy to retain our customers and keep growing
  business from them.

• The applicant should possess a good
  first degree (e.g. BA, BSC, B.Comm)
• Good Presentation skills
• Good working Knowledge of banking
  products and the manner in which systems support them.
• Knowledge of banking processes.
• Broad understanding of product
  offerings in the wider financial services industry.
• Good understanding of customer
  segmentation.
• Good understanding of legislation
  related to financial services and channel delivery
• Computer literacy skills i.e.
  competency in Microsoft Office, especially MS Excel
• Highly developed analytical skills,
  problem solving and planning abilities
• Good Communication skills both
  written and oral
• Strong numerical skills for
  calculation of statistics, figures and targets and understanding of
  performance drivers
• Strong team player, sell new ideas,
  build and maintain key relationships and with the ability to influence.
• Self motivated and results
  orientated
• Strong business awareness

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