Job Title: Mortgage Advisor – 00211543
Organisation: Barclays Bank
UK
UK
Duty Station: Kampala, Uganda
Reports to: Head
of Home Loans
of Home Loans
About Barclays:
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.
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 Mortgage
Advisor will advise Barclays Bank will steer and deliver exceptional retail
Business Performance in regards to Home loans and provision of influential and
consistent leadership, efficient business management. The incumbent will also
be responsible for the Sales growth and portfolio quality management to ensure
that good home loans are booked and managed.
Summary: The Mortgage
Advisor will advise Barclays Bank will steer and deliver exceptional retail
Business Performance in regards to Home loans and provision of influential and
consistent leadership, efficient business management. The incumbent will also
be responsible for the Sales growth and portfolio quality management to ensure
that good home loans are booked and managed.
Key
Duties and Responsibilities:
Duties and Responsibilities:
1. Business Development and Management
35%
35%
·
Agree
Home loans sales targets with the head of Home loans and take responsibility in
the achieving of home loans growth.
Agree
Home loans sales targets with the head of Home loans and take responsibility in
the achieving of home loans growth.
·
Expeditiously
follow up and execution of methods in improving of the Home loans ,front
office/branches and securities within service delivery.
Expeditiously
follow up and execution of methods in improving of the Home loans ,front
office/branches and securities within service delivery.
·
Escalate
and handle any client issues in regards to securities and documentation.
Escalate
and handle any client issues in regards to securities and documentation.
·
Conduct
customer care visit with Head of Scheme Lending/Products/sales/Home loans to
better understand customer’s needs after generation of sales leads through
Schemes and branches.
Conduct
customer care visit with Head of Scheme Lending/Products/sales/Home loans to
better understand customer’s needs after generation of sales leads through
Schemes and branches.
·
Keenly
analyse customer issues, queries, complaints to determine root cause and
deliver tactical and strategic improvements to service
Keenly
analyse customer issues, queries, complaints to determine root cause and
deliver tactical and strategic improvements to service
·
Provide
appropriate advice to clients on the right product mix they need for there key
needs
Provide
appropriate advice to clients on the right product mix they need for there key
needs
·
Gather
customer opinions on service and service quality levels
Gather
customer opinions on service and service quality levels
·
Attend
to cross functional activities for the betterment of the home loan business.
Attend
to cross functional activities for the betterment of the home loan business.
·
Create
recommendations on product repackaging.
Create
recommendations on product repackaging.
·
Collect
Market data on real estate.
Collect
Market data on real estate.
·
Ensure
the implementation and review methods of improving operational efficiency with
retail Home loans front office and securities within service delivery.
Ensure
the implementation and review methods of improving operational efficiency with
retail Home loans front office and securities within service delivery.
·
Create
relationships with real estate agents and developers to create opportunities
for direct sales.
Create
relationships with real estate agents and developers to create opportunities
for direct sales.
2. Customer Service: 30%
·
Analyse
customer issues, queries, complaints to determine root cause and deliver
tactical and strategic improvements to service
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 optimizing use
Analyse
the products that the customer is using and give advice on optimizing use
·
Gather
customer opinions on service and service quality levels and give feedback to
team members on customer expectations.
Gather
customer opinions on service and service quality levels and give feedback to
team members on customer expectations.
·
Actively
monitor and influence achievement of agreed
service standards with service delivery, credit risk and securities
Actively
monitor and influence achievement of agreed
service standards with service delivery, credit risk and securities
·
Ensure
that insurance arrangements are made for customers for there Home loans before
draw down.
Ensure
that insurance arrangements are made for customers for there Home loans before
draw down.
·
Ensure
that the team performance complies with service standards as set by the
business. These standards are measured through among other, mystery shopping,
customer feedback.
Ensure
that the team performance complies with service standards as set by the
business. These standards are measured through among other, mystery shopping,
customer feedback.
·
Act
as the escalation point for hot complaints ensuring quick resolution, visit
high net worth or key clients on request of the Home loans advisors.
Act
as the escalation point for hot complaints ensuring quick resolution, visit
high net worth or key clients on request of the Home loans advisors.
·
Regularly
review monthly query and complaint trend analysis received from the service
head. Determine the need for specific action plans for the Home loans Segment.
Regularly
review monthly query and complaint trend analysis received from the service
head. Determine the need for specific action plans for the Home loans Segment.
3. Building Relationships: 10%
·
Perform
regular customer care visits with Head of Scheme lending to better understand
customer needs after generation of sales leads through schemes and provide
guidance to customer as to the best Home loan package available to them.
Perform
regular customer care visits with Head of Scheme lending to better understand
customer needs after generation of sales leads through schemes and provide
guidance to customer as to the best Home loan package available to them.
·
Work
closely 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.
Work
closely 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.
·
Monitor
turn-around times on account opening and follow up operations on any issues
arising and any feedback received from Home loans in this regard.
Monitor
turn-around times on account opening and follow up operations on any issues
arising and any feedback received from Home loans in this regard.
·
Establish
and interact with real estate agents and developers so as to easily have access
to market trends and rates and better develop tailor made loan packages as well
as generate sales opportunities
Establish
and interact with real estate agents and developers so as to easily have access
to market trends and rates and better develop tailor made loan packages as well
as generate sales opportunities
4. Administration: 10%
·
Analyse
customer issues, queries, complaints to determine root cause and deliver
tactical and strategic improvements to service.
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 optimizing use.
Analyse
the products that the customer is using and give advice on optimizing use.
·
Gather
customer opinions on service and service quality levels and give feedback to
team members on customer expectations.
Gather
customer opinions on service and service quality levels and give feedback to
team members on customer expectations.
·
Monitor
and influence achievement of agreed service standards with service delivery,
credit risk and securities.
Monitor
and influence achievement of agreed service standards with service delivery,
credit risk and securities.
·
Ensure
that insurance arrangements are made for customers for their Home loans before
draw down.
Ensure
that insurance arrangements are made for customers for their Home loans before
draw down.
·
Act
as the escalation point for hot complaints trend analysis received from the
service head.
Act
as the escalation point for hot complaints trend analysis received from the
service head.
·
Ensure
that the team performance conforms to agreed service standards, through mystery
shopping, customer feedback.
Ensure
that the team performance conforms to agreed service standards, through mystery
shopping, customer feedback.
5. People Management: 20%
·
Ensure
that team members receive coaching and relevant training in order to develop to
achieve their maximum potential.
Ensure
that team members receive coaching and relevant training in order to develop to
achieve their maximum potential.
·
Motivate
branch staff and ensure that they are motivated to sell the Home loans product.
Motivate
branch staff and ensure that they are motivated to sell the Home loans product.
·
Carry
out branch visits and offer trainings on new product features and parameters.
Carry
out branch visits and offer trainings on new product features and parameters.
·
Provide
timely positive feedback to clients both internal and external on unclear any
product issues
Provide
timely positive feedback to clients both internal and external on unclear any
product issues
·
Support
the sales and branch staff achieve their Home loan targets by ensuring that
they submit quality applications and any remediation is carried out
appropriately.
Support
the sales and branch staff achieve their Home loan targets by ensuring that
they submit quality applications and any remediation is carried out
appropriately.
·
Manage
staff attendance levels and ensuring that Barclays Africa procedures are
followed.
Manage
staff attendance levels and ensuring that Barclays Africa procedures are
followed.
·
Motivate
staff and ensure they are recognized through the Barclays Africa recognition
schemes
Motivate
staff and ensure they are recognized through the Barclays Africa recognition
schemes
·
Pursue
your own development to increase personal effectiveness and acknowledge
strengths and areas of development.
Pursue
your own development to increase personal effectiveness and acknowledge
strengths and areas of development.
·
Identify
Training needs of the team and effectively support their personal development.
Identify
Training needs of the team and effectively support their personal development.
·
Challenge
the team to provide meaningful and lasting solutions to customers’ queries and
complaints by understanding customers’ needs and situation and thinking outside the box
Challenge
the team to provide meaningful and lasting solutions to customers’ queries and
complaints by understanding customers’ needs and situation and thinking outside the box
6. Community: 5%
·
Be
involved in local community events and networking opportunities (e.g. clubs,
meetings, business associations)
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)
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
Link
community initiatives to both business opportunities and colleague events
·
Promote
community agenda within the branch to build pride within colleagues and
customers
Promote
community agenda within the branch to build pride within colleagues and
customers
Qualifications,
Skills and Experience:
Skills and Experience:
·
The
ideal candidate for the Barclays Bank Mortgage Advisor career opportunity should
be a Graduate or possess relevant experience to compensate
The
ideal candidate for the Barclays Bank Mortgage Advisor career opportunity should
be a Graduate or possess relevant experience to compensate
·
A
minimum of three years in Retail supervisory experience preferred
A
minimum of three years in Retail supervisory experience preferred
·
Detailed
knowledge of the Bank’s products, services and policies and ability to
recognize business opportunities.
Detailed
knowledge of the Bank’s products, services and policies and ability to
recognize business opportunities.
·
Proven
people management experience with the ability to coach, mentor and motivate
Proven
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
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
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
Excellent
communications skills with the ability to communicate and influence at all
levels
·
Detailed
knowledge and understanding on how to set targets and incentives/initiatives to
drive performance
Detailed
knowledge and understanding on how to set targets and incentives/initiatives to
drive performance
·
Skills
in People Management
Skills
in People Management
·
Excellent
Coaching and Training Skills
Excellent
Coaching and Training Skills
·
Excellent
Written and verbal Communication and Presentation skills
Excellent
Written and verbal Communication and Presentation skills
·
Business
Management/Financial Management skills
Business
Management/Financial Management skills
·
Knowledge
and skills in Performance Management
Knowledge
and skills in Performance Management
·
Resource
Management skills and ability
Resource
Management skills and ability
·
Cultural
and Change Management
Cultural
and Change Management
·
Planning
skills
Planning
skills
·
PC
Skills
PC
Skills
·
Decision
Making Skills
Decision
Making Skills
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:
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.
promotes people on merit, and rewards outstanding performance, regardless of
background and gender.
For queries contact us on 0417122453 or email:
[email protected]
[email protected]
Deadline: 12th May,
2015
2015
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