Organisation: Barclays
Bank UK
Bank UK
Duty Station: Kampala, Uganda
About Barclays UK:
Barclays is a British
multinational banking and financial services company headquartered in London.
It is a universal bank with operations in retail, wholesale and investment
banking, as well as wealth management, mortgage lending and credit cards. It
has operations in over 50 countries and territories and has around 48 million
customers. Barclays moves, lends, invests and protects money for customers and
clients worldwide. With over 300 years
of history and expertise in banking, we operate in over 50 countries and employ
over 140,000 people. We provide corporate banking solutions to businesses with
an annual turnover of more than £5 million in the UK, and to large local
companies, financial institutions and multinationals in non-UK markets. We
support the success and growth of our clients by providing lending, risk
management, cash and liquidity management, trade finance, and asset and sales
financing.
multinational banking and financial services company headquartered in London.
It is a universal bank with operations in retail, wholesale and investment
banking, as well as wealth management, mortgage lending and credit cards. It
has operations in over 50 countries and territories and has around 48 million
customers. Barclays moves, lends, invests and protects money for customers and
clients worldwide. With over 300 years
of history and expertise in banking, we operate in over 50 countries and employ
over 140,000 people. We provide corporate banking solutions to businesses with
an annual turnover of more than £5 million in the UK, and to large local
companies, financial institutions and multinationals in non-UK markets. We
support the success and growth of our clients by providing lending, risk
management, cash and liquidity management, trade finance, and asset and sales
financing.
Job Summary: The Team
Leader – Complaints & Query Management Unit will be responsible for:
Leader – Complaints & Query Management Unit will be responsible for:
- Maintaining
and enhancing our complaints handling tracking performance through world
class MI relating to Quality Assurance, Root Cause Analysis, complaints
logged through Barclays Operating Client (BOC) - Grow
and deliver a radical improvement in customer service - Support
process improvement and Culture change - Act
as an integral member of the Customer Service team
Key Duties and Responsibilities:
1. Service Improvement (60%)
- Proactively
implement the complaint Management strategy & Barclay’s Africa-wide
customer initiatives to gain staff commitment to provide world class
service. - Own
the results from the various Service Measures through sharing them across
the business & incorporating corrective measures into current plans. - Carry
out process enhancement group discussions with units & involve them in
producing solutions/suggestions for service/process improvements. - Leading
the service forums, providing MI as necessary and contributing to root
cause analysis and implementation of remedial actions in conjunction with
management across Barclays Africa. - Create
and lead a revolution in customer service, which is the envy of our
competition, and actively support and monitor outlet champions in their pursuit
of complaints resolution. - Represent
a central point of reference, best practice and ownership in the business
for complaints while constantly reaffirming the importance and profile of complaints
in the organization. - Manage
and run any change initiatives relating to service. - Ensure
service deliverables have been imbedded in all products and processes
2. Business Support (15%)
- Actively
support management in the design, planning, and launch of all customer
service initiatives and projects across Barclays Africa. - Identify
systems & processes which create barriers to serving customers &
improve/eliminate these to create value for customers. - Actively
motivate & inspire staff to improve service levels, through
implementation of service initiatives & ongoing coaching. - Offer
timely ongoing feedback on customer service to all levels within the
business, ensuring an integrated country effort around service
initiatives.
3. Reporting & Control (10%)
- Ensure
necessary regulatory requirements related to service are adhered to and
strictly applied. - Ensure
satisfactory rating in all compliance and internal controls audits and imbed
best practices in the system - Provide
ongoing feedback on current status of service initiatives & customer
service levels to service head, suggesting improvements or new programs
where appropriate.
4. Leadership and Management Developing
Capability (10%)
Capability (10%)
- Offer
active and inspiring leadership to service team in-country. - Be
a visible advocate of service for the team, role modeling all behaviors as
related to customer service.
Qualifications, Skills and Experience:
- The
candidate should have comprehensive 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. - Excellent
communications skills with the ability to communicate and influence at all
levels - Good
knowledge and understanding on how to set targets and
incentives/initiatives to drive performance. - Past
team management, implementation of complaint management systems is preferred - Skills
in People Management - Excellent
Coaching and Training Skills - Written
and verbal Communication and Presentation skills - Skills
in Business Management/Financial Management - Skills
in Performance Management - Resource
Management skills and ability - Cultural
and Change Management - Excellent
Planning skills - Good
PC Skills - Decision
Making Skills - Risk,
Governance and Regulatory
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:
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.
opportunity employer that recruits, develops and promotes people on merit, and
rewards outstanding performance, regardless of background and gender.
Deadline: 19th
November, 2014
November, 2014
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