Job Title: Operations Support Officer (Fresher Jobs) Organisation: Prudential Uganda Duty…
Team Leader – Telesales Job Careers – Barclays Bank
Job Title: Team Leader – Telesales
Organisation: Barclays
Bank
Bank
Duty Station: Kampala, Uganda
Reports to: Head
of Cards
of Cards
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 worldwide.
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 worldwide.
Job Summary: The Telesales Team Leader will achieve agreed
sales targets in line with the business objectives through pro-active selling
of Bank’s consume lending/ retail asset
and credit card products.
sales targets in line with the business objectives through pro-active selling
of Bank’s consume lending/ retail asset
and credit card products.
Key Duties and Responsibilities:
Sales To Retail
Customers: 60%
Customers: 60%
•
Deliver
exceptional sales performance by identifying and meeting customer needs through
selling & cross selling of all Barclays Africa Retail products &
services to customers using the telephone.
Deliver
exceptional sales performance by identifying and meeting customer needs through
selling & cross selling of all Barclays Africa Retail products &
services to customers using the telephone.
•
Manage
team’s participation in specific product campaigns by ensuring that the
products are explained to customers.
Manage
team’s participation in specific product campaigns by ensuring that the
products are explained to customers.
•
Agree,
meet and exceed targets for specific sales campaigns.
Agree,
meet and exceed targets for specific sales campaigns.
•
Maintain
team’s sales performance statistics for management information usage.
Maintain
team’s sales performance statistics for management information usage.
•
Own and
manage team’s product & channel sales targets to contribute towards the
Centre sales objectives.
Own and
manage team’s product & channel sales targets to contribute towards the
Centre sales objectives.
•
Refer to
the appropriate area of delivery for specialist product help or advice (e.g.
Schemes or Home Loans) when uncertain about the product delivery or application
process. Respond directly to the customer.
Refer to
the appropriate area of delivery for specialist product help or advice (e.g.
Schemes or Home Loans) when uncertain about the product delivery or application
process. Respond directly to the customer.
•
Build
effective relationships with Centre staff to ensure that non-sales staffs refer
customers to the Sales Staff when they identify a particular product or service
need.
Build
effective relationships with Centre staff to ensure that non-sales staffs refer
customers to the Sales Staff when they identify a particular product or service
need.
•
When
selling loans to Retail customers, complete the financial analysis and
statement review on customer accounts. Where customers do not meet the minimum
criteria, advise the customer, verbally or in writing as the customer requires.
Report such denials to the Telesales Manager on a daily basis.
When
selling loans to Retail customers, complete the financial analysis and
statement review on customer accounts. Where customers do not meet the minimum
criteria, advise the customer, verbally or in writing as the customer requires.
Report such denials to the Telesales Manager on a daily basis.
•
Drive
the performance of all Telesales Staff to ensure they achieve set targets
Drive
the performance of all Telesales Staff to ensure they achieve set targets
•
Monitor
& regulate ways of workings for all Telesales Sales Officers to ensure
maximum time & value management
Monitor
& regulate ways of workings for all Telesales Sales Officers to ensure
maximum time & value management
•
Sampling
of daily call log
Sampling
of daily call log
Operational rigour
and compliance with KYC requirements 20%
and compliance with KYC requirements 20%
•
Ensure
accuracy of each new loan application, loan document, Barclaycard application
and bank account mandate change. Telesales Staff are held personally
accountable for accuracy and quality of these and supporting documents that
they complete and submit.
Ensure
accuracy of each new loan application, loan document, Barclaycard application
and bank account mandate change. Telesales Staff are held personally
accountable for accuracy and quality of these and supporting documents that
they complete and submit.
•Achieve operational rigour excellence in all
aspects of procedures and processes personally undertaken to ensure green
audit.
aspects of procedures and processes personally undertaken to ensure green
audit.
•
Follow
the Retail end to end loan processing ensuring proper authorization and
compliant with policy held. Escalate any items that exceed the agreed service
level time lines or where there are unresolved requirements, to the Manager
Telesales.
Follow
the Retail end to end loan processing ensuring proper authorization and
compliant with policy held. Escalate any items that exceed the agreed service
level time lines or where there are unresolved requirements, to the Manager
Telesales.
•
Comply
with all general Barclays operational risk & rigour requirements e.g. KYC
and anti-money laundering regulations.
Comply
with all general Barclays operational risk & rigour requirements e.g. KYC
and anti-money laundering regulations.
•
Conduct
snap checks as allocated by the Manager Telesales.
Conduct
snap checks as allocated by the Manager Telesales.
Provision of
Customer Service 10%
Customer Service 10%
•
Own
customer queries and complaints around account opening, loans and card
applications and resolve in a timely manner. Escalate any unresolved queries,
or queries not resolved in a short period of time to the Team Leader Sales or
Manager Telesales.
Own
customer queries and complaints around account opening, loans and card
applications and resolve in a timely manner. Escalate any unresolved queries,
or queries not resolved in a short period of time to the Team Leader Sales or
Manager Telesales.
•
Build
relationships with internal service providers (COO, RISK, and Retail Support)
to ensure a quick turnaround time of escalated queries and complaints.
Build
relationships with internal service providers (COO, RISK, and Retail Support)
to ensure a quick turnaround time of escalated queries and complaints.
•
Direct
customers to the appropriate delivery channel to meet their needs e.g.
cashiers, drop boxes, ATM etc.
Direct
customers to the appropriate delivery channel to meet their needs e.g.
cashiers, drop boxes, ATM etc.
•
Ensure
timely escalation to Customer Service Support Staff on any key requirements,
& Service challenges at the Centre.
Ensure
timely escalation to Customer Service Support Staff on any key requirements,
& Service challenges at the Centre.
•
Ensure
quality & efficient Customer service is embedded at the Centre through
coaching, training & feedback.in development programmes and training
preferred
Ensure
quality & efficient Customer service is embedded at the Centre through
coaching, training & feedback.in development programmes and training
preferred
Personal/ Team
Development 10%
Development 10%
•
Agree
annual performance objectives with the Team Leader Sales or Manager Telesales,
including specific sales targets.
Agree
annual performance objectives with the Team Leader Sales or Manager Telesales,
including specific sales targets.
•
Pursue
continued improvement in personal development by participating in development
programmes and training.
Pursue
continued improvement in personal development by participating in development
programmes and training.
•
Share
knowledge and experience with the team.
Share
knowledge and experience with the team.
•
Provider
cover for other Telesales officers in case of excessive workload or absence.
Provider
cover for other Telesales officers in case of excessive workload or absence.
•
Deputise
for the Manager Telesales or Team Leader when required.
Deputise
for the Manager Telesales or Team Leader when required.
Risk, Governance
and Regulatory
and Regulatory
•
Ensure
that all activities and duties are carried out in full compliance with
regulatory requirements, Enterprise Wide Risk Management Framework and internal
Barclays Policies and Policy Standards. Understand and manage risks and risk
events (incidents) relevant to the role.”
Ensure
that all activities and duties are carried out in full compliance with
regulatory requirements, Enterprise Wide Risk Management Framework and internal
Barclays Policies and Policy Standards. Understand and manage risks and risk
events (incidents) relevant to the role.”
Qualifications, Skills and Experience:
•
The
applicant for the Barclays Bank Team Leader – Telesales job placement must hold
a First degree or diploma or relevant experience in a front-line banking
sales/marketing/service environment
The
applicant for the Barclays Bank Team Leader – Telesales job placement must hold
a First degree or diploma or relevant experience in a front-line banking
sales/marketing/service environment
•
Excellent
planning and organisation skills
Excellent
planning and organisation skills
•
Very
strong communication skills, both verbal and written
Very
strong communication skills, both verbal and written
•
Questioning
skills
Questioning
skills
•
Good PC
skills
Good PC
skills
•
Good
numeracy & analytical skills
Good
numeracy & analytical skills
•
Networking
Networking
•
Good
selling/influencing skills
Good
selling/influencing skills
•
Presentation
skills
Presentation
skills
•
Listening
skills
Listening
skills
•
Coaching,
Feedback & reviewing skills
Coaching,
Feedback & reviewing skills
•
Knowledge
of the Bank’s products, services and policies including standard tariffs.
Knowledge
of the Bank’s products, services and policies including standard tariffs.
•
A good
understanding of overall Retail goals & objectives, including the branch’s
objectives growth of sales, cost control and income contribution
A good
understanding of overall Retail goals & objectives, including the branch’s
objectives growth of sales, cost control and income contribution
•
A
thorough understanding of the sales process
A
thorough understanding of the sales process
•
A
working knowledge of the procedure manuals
A
working knowledge of the procedure manuals
•
A good
working knowledge and understanding of relevant legislation e.g. KYC,
Anti-Money laundering, banking code, service standards, health & safety
standards etc
A good
working knowledge and understanding of relevant legislation e.g. KYC,
Anti-Money laundering, banking code, service standards, health & safety
standards etc
•
A
thorough knowledge of the bank’s internal departments, systems & procedures
as well as risk & rigour requirements
A
thorough knowledge of the bank’s internal departments, systems & procedures
as well as risk & rigour requirements
•
A sound
working knowledge of competitor products and services
A sound
working knowledge of competitor products and services
•
Competitor
product sales experience
Competitor
product sales experience
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:
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:
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