The Ugandan Jobline

• Strategy
  & Direction –Own and embed strategy, and provide direction to the
  team.
• Ensure
  team’s delivery of 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.
• Agree,
  meet and exceed targets for specific sales campaigns.
• 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.
• 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.
• 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.
• Grow 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
• Sampling
  of daily call log

• 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.
• 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 Product Manager-Assets
• Comply
  with all general Barclays operational risk & rigour requirements e.g.
  KYC and anti-money laundering regulations.
•   Conduct snap checks as allocated by the
  Product Manager-Assets

• 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.
• 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
• Ensure
  quality & efficient Customer service is embedded at the Centre through
  coaching, training & feedback.

• Share ample
  knowledge and experience with the team.
• Growth
  and Development of Direct Reports
•   Support Telesales officers in case of
  excessive workload or absence.
• Support
  Retail Products Team when required

• Agree
  annual performance objectives with the Team Product Manager-Assets  including specific sales targets.
• Pursue
  continued improvement in personal development by participating in
  development programmes and training.
• Perform
  any other duties as assigned.

• The
  Telesales Manager must hold a good first degree or diploma or relevant
  experience in a front-line banking sales/marketing/service environment
• Prior
  working 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
• Extensive
  exposure and understanding of the sales process
• Good working
  knowledge of the procedure manuals
• Prior working
  knowledge and understanding of relevant legislation e.g. KYC, Anti-Money
  laundering, banking code, service standards, health & safety standards
  etc
• Detailed knowledge
  of the bank’s internal departments, systems & procedures as well as
  risk & rigour requirements
• Excellent
  planning & organisation skills
• Excellent
  communication skills, both verbal and written
• Good questioning
  skills and ability
• Excellent
  PC skills
• Good
  numeracy & analytical skills
• Excellent
  networking skills
• Good
  selling/influencing skills
• Good presentation
  skills
• Excellent
  listening skills
• Good coaching,
  Feedback & reviewing skills

For
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