Barclays Bank Careers – Head of Customer Service

Organisation: Barclays Bank
Duty Station:  Kampala, Uganda
Reports to: Head of Liabilities
 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 Head of Customer Service will be responsible for the design and
delivery of the Consumer Banking Customer Experience strategy to support the
achievement of the country’s segment and product line objectives, as well as
the Barclays Africa Retail Strategy.The role holder will develop and monitor
the customer experience processes for each segment and/or product line.
The customer experience
strategy encapsulates the following areas:
  • Products:
    Current Accounts, Transactional Accounts, Savings Accounts, Fixed & Call
    Deposit Accounts
  • Segments:
    Premier, Premier Life, SME, La Riba( Islamic Banking), Standard, Mass
    Market
  • Channels:
    Branch network, Digital – Hello Money, Internet Banking, Barclays Mobile
    Banking, Barclays Tablet Banking and any other channels the bank may
    launch.
  •  The role holder will be
    required to provide portfolio management and relationship deepening
    expertise to segments and the branch network.
  • The role holder will ensure the
    balance sheet and fee income targets relating to portfolio management and
    relationships deepening are met. He / She will make recommendations on the
    implementation of product/segment/channel line strategy to maximise income
    and effectively manage the portfolio.
Key Duties &
Responsibilities:
1. Business Direction
2
0%
  • Understand customer segmentation
    & customer needs and assist to develop customer experience journeys to
    deliver the customer value propositions.
  •  Assist to identify the key lines of cost
    and income, and the levers we have to control costs and income. Set the
    strategy according to these levers to achieve the specified Liabilities
    performance targets
 2. Customer Experience 40%
  • Develop, monitor and review Customer
    On boarding processes across our segments.
  • Use customer research to analyse
    customer needs and expectations and make recommendations on how to meet
    these.
  • Continuously review E2E processes
    e.g. account opening to identify any gaps for closure in line with our
    vision of becoming the “Go To Bank.
  • Design new processes to improve
    customer experience and satisfaction.
  • Review customer complaints and
    ensure timely resolution. Conduct root cause analyses to identify areas
    for review and resolution.
  • Identify, implement and evaluate
    projects which will have a high impact on customer experience.
  • Manage the impact of business
    changes on customer experience and monitor customer reactions to any such
    changes.
  • Work with the Cluster Service
    Managers to ensure the coordinated implementation and monitoring of the
    customer experience strategy and processes across our distribution
    network.
  • Ensure up-to-date competitor, market
    data and other industries data on customer experience models (locally and
    internationally) are maintained and appropriate recommendations are done
    to keep BBK ahead of competition.
  • Work together with the Consumer
    Channels team to support the uptake and usage of Digital Channels.
  • Continually audit and monitor
    customer experience, and ensure the implementation of a customer
    experience dashboard
  • Support Product Managers and other
    departments as required ensuring appropriate marketing campaigns are
    conducted in support of new products or product enhancements, based on
    customer insights.
  • Implement governance, risk,
    compliance and control in line with Barclays group policies.
  • Ensure all our processes adhere to
    the Consumer Protection Guidelines and TCF principles.
3. Portfolio
Management 40%
  • Manage customer relationship
    deepening and satisfaction through proposition value enrichment and timely
    cross sell program rollouts
  • Stimulate acquisitions, x-sell and
    up sell activity via innovative campaigns and contests.
  • Make recommendations to Product
    Managers on product pricing and feature changes to support the growth of
    the Liabilities portfolio.
  • Monitor segment, sales channel and
    product portfolio performance against key measures including product
    penetration and P&L performance. Report results with recommendations
    about performance.
  • Monitor any fee income leakages and
    work together with Product Managers to close these gaps.
  • Make recommendations to Segment
    Heads on activities to improve Liabilities performance.
  • Produce regular reporting and
    stakeholder feedback for each segment, sales channel and product portfolio
    identifying key trends and performance indicators in line including
    customer behavior, acquisition and attrition rates, fee income growth and
    margins.
  • Recommend changes to align with
    changing customer behavior and market conditions.
  • Work with the Analytics team to
    ensure regular management information is provided to local branches and
    key stakeholders in support of agreed relationship deepening activities.
  • Work to develop the management
    information and reporting for central use to support the analysis required
    for improved Liabilities portfolio performance.
  • Actively manage activation and
    revival of low balance accounts, zero balance accounts and overdrawn.
  • Implement, manage and monitor a zero
    balance accounts policy including periodic closure of these accounts.
  • Develop a Liabilities Customer
    Retention Plan to ensure the controlled management of attrition and to
    support the business strategy to retain our customers and keep growing
    business from them.
Qualifications, Skills
& Experience:
  • The applicant should possess a good
    first degree (e.g. BA, BSC, B.Comm)
  • Good Presentation skills
  • Good working Knowledge of banking
    products and the manner in which systems support them.
  • Knowledge of banking processes.
  • Broad understanding of product
    offerings in the wider financial services industry.
  • Good understanding of customer
    segmentation.
  • Good understanding of legislation
    related to financial services and channel delivery
  • Computer literacy skills i.e.
    competency in Microsoft Office, especially MS Excel
  • Highly developed analytical skills,
    problem solving and planning abilities
  • Good Communication skills both
    written and oral
  • Strong numerical skills for
    calculation of statistics, figures and targets and understanding of
    performance drivers
  • Strong team player, sell new ideas,
    build and maintain key relationships and with the ability to influence.
  • Self motivated and results
    orientated
  • Strong business awareness
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:
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:  19th December,
2013

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