Sales Support Manager Job Placement – Barclays Bank UK

Job Title:    Sales Support Manager
Organisation: Barclays
Bank UK
Duty Station: Kampala,
Reports to:
Head, Sales Support Team
About Barclays UK:
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 Sales Support Manager will include solution implementation, Systems
monitoring for availability and Query management.  The role holder will focus on Issues and
complaints raised, resolved and outstanding plus transactions executed.
  • Responsible for channel support, product Support and Query
    Management related to the channel or product. After customer has accepted
    offer of trade or cash solution, sales support implement. They train
    customers and handhold until customer is comfortable and ensure customer
    is happy.  This includes helping
    customers draft letters of credit and other trade documents.  They support product roll-out, a key
    contributor to cross sell.
  • Support Managers to learn both trade and cash within the next 12
  • To run a schedule of key activities e.g. hourly check to confirm
    systems are up, received payments have processed, daily system users have
    submitted payments on expected dates, trade deals received and processed
  • Have an active list of open items with updates on  progress to resolution i.e. issues
  • Have at least 1 Sales Support Manager in office at any one time.
  • Monitor SLA on key solutions, e.g. IFE trainings to be done within
    48hrs of Sales Manager submitting signed forms.
  • Reporting to the Head Sales Support Unit /or the product manager,
    the role holder will coordinate customer setup and after sales support on
    Transactional Services products.
Key Duties and Responsibilities: 
Customer Service
Management: 60%
  • Support the Transactional Services Head /Product Manager  in:-
  • Providing specialist support to all internal contacts/users
  • Coordinating specialist customer support, product setup and
  • Promoting the Group and strengthening customer relationships
  • Managing external communication – Customer bulletins, Promotions,
  • Preparing internal communications on policies, procedures, controls
  • Coordinating customer relationship management for Transactional
    Services  customers
  • Analyzing customer and competitor service trends
  • Maintaining operational efficiency and controls within the customer
    support area as per
  • operational Procedures Guidelines
  • Resolution of customer queries of a technical nature
  • Working to and achieving service levels as spelt out in Service
    Level Agreements
  • Supervision of system  and
    product management
  • Contributing to systems and service improvement through continuous
    reviews including risk reviews
  • Negotiate budgets for support team
  • Responsible for P & L of the support team
  • Meeting product targets – values, volumes, income, costs
  • Management Information on customer support services
  • Continuous service performance reviews
  • Proactively research and stay abreast of product and service
    offerings from the competition
  • Assist in implementation of product and/or process changes
  • Manage product tariff setup and monitor collection efficiency
  • Consult corporate & business banking relationship teams on
    issues to do with product/service performance, business practices/ideas
    and best practices
  • Monitor levels of complaints and quality of complaint handling
  • Contribute to product development and improvement through continuous
  • Contribute to procedures development and improvement through
    continuous reviews
  • Monitor performance against budgets/targets/service
  • Manage down customer complaints to a minimum , if not to eliminate
  • Management of customer support team performance
Product Development
& Sales:
  • Assist in the development of customer specific propositions
  • Assist in product pricing strategy
  • Assist in implementing product & delivery channel strategies
  • Monitoring competitor and industry trends
  • Analyzing customer and competitor research
  • Champion, manage and monitor implementation of change impacting the
    team and arising from central and local corporate change programmes.
  • Monitor and review product processes regularly to ensure they are
    optimal and meet client needs
  • Carry-out cross selling activities

Qualifications, Skills and Experience:
  • The ideal candidate for the Barclays Sales Support Manager job
    placement should preferably hold a first degree. ACIB
    professional  qualifications will
    give added advantage
  • Complaints handling/management
  • Experience in Technical product support
  • Experience in product service management, preferably
    electronic/internet banking
  • Knowledge of Bank’s general operational procedures
  • Knowledge of  Transactional
    services  products
  • A broad understanding of policies and strategies within the country
    as they relate to the demands of the customer base.
  • Understanding corporate & business banking customers
  • Sound technical appreciation of IT systems
  • Understanding of internet banking systems
  • Understanding of customer needs and market trends
  • Preferred: Product
    Lifecycle Management training
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.
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