Job Summary
Provides financial services to meet client specific needs to promote, market and sell Financial Solutions in accordance with relevant legislation, to meet sales targets and achieve strategic business objectives.
Job Description
Portfolio management and Service 80%
Outputs: Credit and Debit
• Designing and implementing key interventions to grow card usage for active cards and meet laid down growth targets.
• Develop strategies to ensure increased activation of cards by the inactive card base.
• Provide data that will enable the sales team to drive their sales targets.
• Satisfy client’s ongoing financial planning needs identified by Portfolio MI analyst and develop strategies and plans to implement unique customer solutions as appropriate such as Loan on Card and Loan on Phone products.
• Optimize portfolio potential in conjunction with Product Manager, planning/undertaking effective marketing campaigns.
• Establish and develop card usage opportunities to meet the clients’ needs, introducing and working in conjunction with segment specialists, key among which will be Marketing.
• Optimize portfolio potential in conjunction with Sales Manager/Portfolio manager by supporting the various campaigns that the portfolio team runs with.
• Liaising with other departments to ensure smooth low of work and that customer queries are resolved in the shortest time possible.
• Customer service and complaints management
• Push Installments products, Spend Campaigns, CLM Model and Upgrades, pre approved card sales. Barclaycard Operations within the service level agreement times and sending weekly request to customer service for generation of LOP/EIP advise letters. Ensure delivery of Pre approved card application forms to CROPS.
Business Management 10%
Outputs:
• Ensure that targeted level of business results (i.e. income, costs, client satisfaction and client recruitment) for jobholder’s own portfolio are maintained
• Adhere to standards, legal and regulatory, in accordance with the Barclaycard guidance
Staff Management 5%
Outputs:
• Implement and maintain a coaching and training programme for the Portfolio team members.
• Manage and motivate staff recognizing outstanding performance
• Lead and direct staff to achieve business objectives
Governance, Control and Risk
5%
Mandatory Risk and Control objective
Outputs
• Understand technical/regulatory matters affecting the business. Ultimate responsibility for the continuing compliance.
• Ensure Governance, Compliance, Risk and Control are implemented and adhered to meet Group Standards by Centre. Staff at all levels to be clear on what is expected of them. Any new regulatory or Group requirements are implemented and reviewed throughout Barclaycard in a timely fashion.
Technical skills/competencies
Time split:
Essential
• People Management
• Communication and Presentation
• Business awareness
• Business management
• Performance management
• Resource management
• Relationship management
• Team building
• P C skills
• Planning
Knowledge and Expertise, Experience (relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies)
Preferred
• Good overall knowledge of the Card Industry
• Good understanding of Barclaycard operations and products
• A good understanding of Barclaycard’s systems, processes and procedures
• Detailed knowledge of the Bank’s telephone service standards
• A good understanding of the techniques of Performance Management
• Understanding of the call centre management information systems
Key Success Measures / Key Performance Indicators
Essential
• Experience with call centre operations preferably in the banking industry
Preferred
Knowledge of the Credit Card Industry
Risk
Mandatory Risk and Control objective
. “Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.”
Education
• Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
Job application procedure
Interested and qualified? Click here to apply
More Information
- Address Kampala, Uganda, East Africa
