Several No Experience Customer Experience Executive Jobs – Barclays Bank UK
Job Title: Customer Experience Executive (Several No Experience Jobs)
Organisation: Barclays Bank UK
Duty Station: Garden City, Kampala, Uganda
Reports to: Branch Manager
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 Customer Experience Executive – Garden City will drive and deliver exceptional Retail business performance, through the provision of influential and consistent leadership; efficient business management; team development and achievement of operational excellence in one of Barclays Africa Key Value Creating flagship Branches.
Key Duties and Responsibilities:
Customer Service Championing: 35%
- 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.
Business Management: 40%
- 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.
Rigour/Compliance: 10%
- 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
Administration: 10%
- 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.
Community: 5%
- 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
Qualifications, Skills and Experience:
- The applicant for the Stanbic 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
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:
: List of Current Job Vacancies / Opportunities in Uganda