Job Title: Telesales Manager
Organisation: Barclays Bank
Duty Station: Kampala, Uganda
Reports to: Product Manager-Assets
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 Telesales Manager will primarily sell Barclay bank’s Retail products using telephone
Key Duties and Responsibilities:
1. Sales to Retail Customers (60%)
=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
2. Operational Rigour and Compliance with KYC Requirements: 20%
=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
3. Provision of Customer Service (10%)
=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.
4. Contribute to Development of the Team (5%)
=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
5. Personal Development (5%)
=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.
Qualifications, Skills and Experience:
=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
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:
https://barclays.taleo.net/careersection/2/moresearch.ftl?lang=en_GB
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: 20th February, 2014
