Team Leader – Telesales Job Careers – Barclays Bank
Job Title: Team Leader – Telesales
Organisation: Barclays Bank
Duty Station: Kampala, Uganda
Reports to: Head of Cards
About Barclays:
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 Telesales Team Leader will achieve agreed sales targets in line with the business objectives through pro-active selling of Bank’s consume lending/ retail asset and credit card products.
Key Duties and Responsibilities:
Sales To Retail Customers: 60%
- Deliver 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.
- Drive 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
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 Manager Telesales.
- Comply with all general Barclays operational risk & rigour requirements e.g. KYC and anti-money laundering regulations.
- Conduct snap checks as allocated by the Manager Telesales.
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 challenges at the Centre.
- Ensure quality & efficient Customer service is embedded at the Centre through coaching, training & feedback.in development programmes and training preferred
Personal/ Team Development 10%
- Agree annual performance objectives with the Team Leader Sales or Manager Telesales, including specific sales targets.
- Pursue continued improvement in personal development by participating in development programmes and training.
- Share knowledge and experience with the team.
- Provider cover for other Telesales officers in case of excessive workload or absence.
- Deputise for the Manager Telesales or Team Leader when required.
Risk, Governance and Regulatory
- 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.”
Qualifications, Skills and Experience:
- The applicant for the Barclays Bank Team Leader – Telesales job placement must hold a First degree or diploma or relevant experience in a front-line banking sales/marketing/service environment
- Excellent planning and organisation skills
- Very strong communication skills, both verbal and written
- Questioning skills
- Good PC skills
- Good numeracy & analytical skills
- Networking
- Good selling/influencing skills
- Presentation skills
- Listening skills
- Coaching, Feedback & reviewing skills
- 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
- A thorough understanding of the sales process
- A working knowledge of the procedure manuals
- A good working knowledge and understanding of relevant legislation e.g. KYC, Anti-Money laundering, banking code, service standards, health & safety standards etc
- A thorough knowledge of the bank’s internal departments, systems & procedures as well as risk & rigour requirements
- A sound working knowledge of competitor products and services
- Competitor product sales experience
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:
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