Organisation: Barclays Bank
UK
Duty Station: Kampala, Uganda
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.
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
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.
Key Duties and
Responsibilities:
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
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
Qualifications, Skills and
Experience:
- 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
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:
barclays.uganda@barclays.com
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