The Ugandan Jobline

• Responsible for channel support, product Support and Query
  Management related to the channel or product. After customer has accepted
  offer of trade or cash solution, sales support implement. They train
  customers and handhold until customer is comfortable and ensure customer
  is happy.  This includes helping
  customers draft letters of credit and other trade documents.  They support product roll-out, a key
  contributor to cross sell.
• Support Managers to learn both trade and cash within the next 12
  months.
• To run a schedule of key activities e.g. hourly check to confirm
  systems are up, received payments have processed, daily system users have
  submitted payments on expected dates, trade deals received and processed
• Have an active list of open items with updates on  progress to resolution i.e. issues
  tracker
• Have at least 1 Sales Support Manager in office at any one time.
• Monitor SLA on key solutions, e.g. IFE trainings to be done within
  48hrs of Sales Manager submitting signed forms.
• Reporting to the Head Sales Support Unit /or the product manager,
  the role holder will coordinate customer setup and after sales support on
  Transactional Services products.

• Support the Transactional Services Head /Product Manager  in:-
• Providing specialist support to all internal contacts/users
• Coordinating specialist customer support, product setup and
  maintenance
• Promoting the Group and strengthening customer relationships
• Managing external communication – Customer bulletins, Promotions,
  Marketing
• Preparing internal communications on policies, procedures, controls
• Coordinating customer relationship management for Transactional
  Services  customers
• Analyzing customer and competitor service trends
• Maintaining operational efficiency and controls within the customer
  support area as per
• operational Procedures Guidelines
• Resolution of customer queries of a technical nature
• Working to and achieving service levels as spelt out in Service
  Level Agreements
• Supervision of system  and
  product management
• Contributing to systems and service improvement through continuous
  reviews including risk reviews

• Negotiate budgets for support team
• Responsible for P & L of the support team
• Meeting product targets – values, volumes, income, costs
• Management Information on customer support services
• Continuous service performance reviews
• Proactively research and stay abreast of product and service
  offerings from the competition
• Assist in implementation of product and/or process changes
• Manage product tariff setup and monitor collection efficiency
• Consult corporate & business banking relationship teams on
  issues to do with product/service performance, business practices/ideas
  and best practices
• Monitor levels of complaints and quality of complaint handling
• Contribute to product development and improvement through continuous
  reviews
• Contribute to procedures development and improvement through
  continuous reviews
• Monitor performance against budgets/targets/service
• Manage down customer complaints to a minimum , if not to eliminate
  completely
• Management of customer support team performance

• Assist in the development of customer specific propositions
  (solutions)
• Assist in product pricing strategy
• Assist in implementing product & delivery channel strategies
• Monitoring competitor and industry trends
• Analyzing customer and competitor research
• Champion, manage and monitor implementation of change impacting the
  team and arising from central and local corporate change programmes.
• Monitor and review product processes regularly to ensure they are
  optimal and meet client needs
• Carry-out cross selling activities

• The ideal candidate for the Barclays Sales Support Manager job
  placement should preferably hold a first degree. ACIB
  professional  qualifications will
  give added advantage
• Complaints handling/management
• Experience in Technical product support
• Experience in product service management, preferably
  electronic/internet banking
• Knowledge of Bank’s general operational procedures
• Knowledge of  Transactional
  services  products
• A broad understanding of policies and strategies within the country
  as they relate to the demands of the customer base.
• Understanding corporate & business banking customers
• Sound technical appreciation of IT systems
• Understanding of internet banking systems
• Understanding of customer needs and market trends
• Preferred: Product
  Lifecycle Management training

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