Barclays Bank Careers – Team Leader – Complaints & Query Management Unit

  Banking Jobs in Uganda, Finance Jobs in Uganda, Other Jobs in Uganda, Uncategorized
Organisation: Barclays Bank
Duty Station:  Kampala, Uganda
Reports to: Head of Complaints & Query Management
About Barclays Africa:
Barclays Africa encompasses Barclays Global Retail Banking, Corporate Banking, and Barclaycard operations in 10 countries organised in four geographic areas: North Africa (Egypt), East and West Africa (Ghana, Tanzania, Uganda and Kenya),  Southern Africa (Botswana, Zambia and Zimbabwe), and Indian Ocean (Mauritius and Seychelles).
Barclays Africa serves its 2.8m customers through a network of 573 branches and service centres providing a variety of traditional financial products including retail mortgages, current and deposit accounts, commercial lending, unsecured lending, credit cards, treasury and investments.
Job Summary: The Team Leader will primarily work with Complaints and Query Management Team to:
  • Maintain and enhance 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 & Barclays 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.
  • Heading 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.  
  • Oversee and run any change initiatives relating to service.  
  • Ensure service deliverables have been imbedded in all products and processes
2. Developing Capability (10%)
  • Provide 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. 
3. Business Support (15%)
  • 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.
  • Motivate & inspire staff to improve service levels, through implementation of service initiatives & ongoing coaching.
  • Provide ongoing feedback on customer service to all levels within the business, ensuring an integrated country effort around service initiatives.
4. 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.
Qualifications, Skills and Experience: 
  • The ideal candidate must have extensive knowledge of Barclays Bank’s products, services and policies and ability to recognize business opportunities.
  • Demonstrated people management experience with the ability to coach, mentor and motivate
  • Excellent 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 understanding on how to set targets and incentives/initiatives to drive performance.
  • Team management, implementation of complaint management systems will be highly preferred. 
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:
Click Here -> Job Number (Type 00153060)
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: barclays.uganda@barclays.com
Deadline:  11th April, 2014
For More Ugandan Jobs, Please Visit https://www.theugandanjobline.com  or find us on our facebook page https://www.facebook.com/UgandanJobline


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