The Ugandan Jobline

• 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
  customers.
• 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.

• 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.

• 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
  Securities.
• 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.

• 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
  programmes.
• Manage staff disciplinary issues.
• Pursue own development to increase
  personal effectiveness.

• 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

• 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
  strategy
• 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, 
  etc
• 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
  market
• 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
  advantage
• Customer service experience is desired
• Past Relationship Management experience is
  also highly preferred
• Excellent people management skills
• Business awareness
• Excellent verbal and written communication
  skills
• 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

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