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 there 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 advise 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 he 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 turn-around 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, complaints to determine root cause
  and deliver tactical and strategic improvements to service.
• Analyse the products that the customer is using and give advise 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 applicant should be a graduate or relevant experience to
  compensate
• At least 3 years Retail supervisory experience (Relating to
  specialist knowledge and expertise required to undertake the role. May
  include knowledge of the Bank’s products, services and policies)
• 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
• Understanding on how to set targets and incentives/initiatives to
  drive performance.
• People Management
• Coaching and Training Skills
• Written and verbal Communication and Presentation skills
• Business Management/Financial Management
• Performance Management
• Resource Management
• Cultural and Change Management
• Good Planning skills
• PC Skills
• Excellent decision Making Skills

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