Barclays Bank UK Jobs – Head of Home Loans

Job Title:   Head of Home Loans
Organisation: Barclays Bank
Duty Station:  Kampala, Uganda
About Barclays:
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. As of 31 December 2011,
Barclays had total assets of US$2.42 trillion, the seventh-largest of any bank
Job Summary: The Head of
Home Loans will be responsible for;
  • Driving and delivering exceptional E2E
    Home loans service levels
  • Providing powerful leadership to the home
    loan customer facing staff within retail
  • Providing assistance and support on operational
    matters to the Home Loans Unit.
  • Ensuring the co-ordination and execution
    of marketing and sales plans for home loans
  • Working closely with the Securities
    Manager on smooth registration of bonds and change of title from
  • Ensuring that the home loan is working
    with sufficient head room (limit)
  • Serving as the first point of contact for
    customers for issues and resolutions relating to their commitments.
Key Duties and
1. Business Management: 30%
  • Develop, ensure implementation and review
    methods of improving operational efficiency within Retail home loans front
    office and Securities within Service delivery.
  • Interface and interact closely with
    Securities Manager to resolve any issues, queries raised by customers.
  • Conduct customer care visit with Head of
    Scheme Lending to better understand customer’s needs after generation of
    sales leads through Schemes.
  • Keenly 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 optimising use
  • Detect new / appropriate product mix that
    the customer may be interested in contracting
  • Collect customer opinions on service and
    service quality levels
  • Co-ordinate cross functional activities
    for the betterment of the home loan business
  • Carry out an independent
    evaluation/assessment of the home loan market.
2. Service Management: 30%
  • Be the first point of
    contact/escalation/resolution of customer issues
  • In charge of developing and negotiating step
    improvements in the Home Loan product
  • Actively monitor and influence achievement
    of agreed service standards with Service Delivery, Credit Risk and
  • Work in liaison with the 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.
  • Ensure that insurance arrangements are
    made for customers for their home loans before draw down
  • Actively monitor systems and operational
    standards to ensure high quality service levels.
3. Team Leadership: 30%
  • Build and motivate a high performing team
    committed to achieving consistently high levels of success
  • Develop and agree individual and team performance
    objectives and measures
  • Provide regular review of individual and
    team performance against agreed objectives.
  • Clearly define service objectives,
    standards and strategies for Home loans.
  • Provide ongoing coaching and feedback.
  • Identify development/training plans to
    satisfy those needs and meet customers’ expectations.
  • Manage succession, leave and rotation
  • Manage staff disciplinary issues.
  • Pursue own development to increase
    personal effectiveness.
4. Community: 5%
  • Ensure that the team engages in
    citizenship related activities on quarterly basis.
  • 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
  • Actively promote community agenda within
    the branch to build pride within colleagues and customers
Qualifications, Skills and
  • The ideal candidate for the Barclays Job
    must have completed A levels or equivalent with good pass in Mathematics
    and English. Possession of a Bachelor’s Degree from a reputable University
    is an added advantage
  • A minimum of three years’ experience in a
    managerial role preferably handling mortgages
  • Awareness of Barclays Africa Retail
  • Good knowledge and understanding of the
    Retail and Service Delivery proposition and services
  • Detailed working knowledge and understanding
    of support systems e.g. BRAINS, WinFos, 
  • Knowledge of the Bank’s bookkeeping
    procedures and systems.
  • General knowledge of services and
    functions of Head Office and branch network.
  • Detailed understanding of the bank’s
    Performance Management model
  • Understanding of the local competitor
  • Thorough knowledge and understanding of
    the Know Your Customer (KYC) guidelines and practice
  • Understanding of the home loans market and
    marketing strategies
  • Past Team leader experience is an
  • Customer service experience is desired
  • Past Relationship Management experience is
    also highly preferred
  • Excellent people management skills
  • Business awareness
  • Excellent verbal and written communication
  • Negotiation and Influencing skills
  • Basic PC Skills
  • Good report writing/presentation skills
  • Planning and organisation skills
  • Good judgement and analytical skills
  • Cost and budget control
  • Performance Management Skills
  • Decision making skills
  • Knowledge of the Real Estate processes
  • Achieving business performance
  • Customer focus
  • High degree of Integrity
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:
Deadline: 19th May,

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