The Ugandan Jobline

• Induct, develop and support a high performing front line team
  through embedding performance development and coaching to drive customer
  service. Ensure that team members receive coaching and feedback in order
  to develop to achieve the customer service agenda.
• Review and analyze service measurement scores and agree actions to
  improve with branch team.
• Motivate colleagues 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.
• Organize Monthly meetings with the branch team to provide holistic
  feedback on Service performance and meet regularly with Line Manager/key
  stakeholders to discuss new developments, issues arising and any relevant
  team matter.
• It is your role to ensure that our people and service they provide
  become and continue to be the winning differentiator.
• In a way you lead, be a role model for your colleagues, do things
  whole heartedly; communicate with passion and embrace change as a way of
  working.
• Manage daily attendance levels within the branch in accordance with
  HR policies.
• Provide honest, direct and constructive feedback to others.

• Work closely with the team to achieve set sales & service
  objectives through in-branch business development activities, effective
  Banking Hall management; proactive customer interaction and providing
  feedback to the team.
• Ensure that merchandising materials are displayed in accordance with
  TCF guidelines monitor stock levels and feedback requirements to
  respective Merchandising Coordinator. Brief Staff on promotional and
  product launches; provide regular feedback on customer responses and
  reactions.
• Ensure that the look and feel of the branch is up to Barclay’s
  standards and engage respective stakeholders for remedial actions where
  branch is not compliant.
• Through effective banking hall management ensuring that customers
  are directed to the most appropriate service delivery channel to meet
  their needs; provide leads as per targets agreed with Branch Manager to
  improve business performance.
• Own and manage the customer queries and complaints end to end
  process, resolving and responding to customer issues in a timely manner as
  per policy guidelines to ensure the provision of seamless world class
  customer service.
• Continuously measure and monitor agreed Service Standards by
  completing and maintaining a balanced score card for the branch e.g.
  Account opening/Loan TAT, complaints handling, mystery shopping, survey
  statistics, cheque book processing, ATM processing, Queue time etc.
• Analyze and review performance MI to assist in evaluating the
  efficiency of the team and agree actions for service Improvement.
• Monitor the changing needs of the customers, liaising with internal
  and external customers to identify areas of improvement and make
  recommendations for service improvements and implementing those
  improvements to the satisfaction both internal and external customers.
• Come up with and effectively roll out initiatives to improve the
  customer’s experience, create customer retention & loyalty and Teams’
  business performance.

• Undertake appropriate snap checks, taking remedial action where
  necessary.
• Ensure 100% compliance and adherence to Complaints Handling and TCF
  policies and agreed Service Standards to ensure satisfactory/green audit
  for the branch. Ensure staff training and accreditation is completed
  annually.
• Support Line Manager to achieve adherence to other compliance
  requirements e .g Health & Safety standards, security of premises,
  money laundering,  IT security, BCM,
  Data Privacy & Records Management
• Support the branch in the account opening process and ensure full
  compliance

• Provide cover for Branch Manager/ Branch Operations Manager when
  required.
• Provide honest, direct and constructive feedback to others to
  achieve exceptional service and business performance.
• Share knowledge, experience and best practice with team members and
  colleagues within the business.
• Work cross functionally with the key service providers/stakeholders
  to ensure seamless service to customers.

• 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
• Promote community agenda within the branch to build pride within
  colleagues and customers

• The applicant for the Barclays Bank Customer Experience Executive job
  must be graduate or possess relevant experience to compensate
• Three years of Retail supervisory experience
• 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
• Good 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.
• Strong communications skills with the ability to communicate and
  influence at all levels
• Understanding on how to set targets and incentives/initiatives to
  drive performance.
• People Management
• Coaching and Training Skills
• Written and verbal Communication and Presentation skills
• Business Management/Financial Management
• Performance Management
• Resource Management
• Cultural and Change Management
• Planning
• PC Skills
• Decision Making Skills

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