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Job Title: Team Leader – Complaints & Query Management Unit - 00153060
Organisation: Barclays Bank
Employment Type:Full Time
Duty Station: Kampala, Uganda
Duties and Responsibilities:
• Proactively implement the complaint Management strategy & Barclays
Africa-wide customer initiatives to gain staff commitment to provide world
class service.
• Own the results from the various Service Measures through sharing them
across the business & incorporating corrective measures into current plans.
• Carry out process enhancement group discussions with units & involve
them in producing solutions/suggestions for service/process improvements.
• Heading the service forums, providing MI as necessary and contributing to
root cause analysis and implementation of remedial actions in conjunction with
management across Barclays Africa.
• Create and lead a revolution in customer service, which is the envy of
our competition, and actively support and monitor outlet champions in their
pursuit of complaints resolution.
• Represent a central point of reference, best practice and ownership in
the business for complaints while constantly reaffirming the importance and
profile of complaints in the organization.
• Oversee and run any change initiatives relating to service.
• Ensure service deliverables have been imbedded in all products and
processes
• Provide active and inspiring leadership to service team in-country.
• Be a visible advocate of service for the team, role modeling all
behaviors as related to customer service.
• Support management in the design, planning, and launch of all customer
service initiatives and projects across Barclays Africa.
• Identify systems & processes which create barriers to serving
customers & improve/eliminate these to create value for customers.
• Motivate & inspire staff to improve service levels, through
implementation of service initiatives & ongoing coaching.
• Provide ongoing feedback on customer service to all levels within the
business, ensuring an integrated country effort around service initiatives.
• Ensure necessary regulatory requirements related to service are adhered
to and strictly applied.
• Ensure satisfactory rating in all compliance and internal controls audits
and imbed best practices in the system
• Provide ongoing feedback on current status of service initiatives &
customer service levels to service head, suggesting improvements or new
programs where appropriate.
Qualifications, Skills and Experience:
• The ideal candidate must have extensive knowledge of Barclays Bank’s
products, services and policies and ability to recognize business
opportunities.
• Demonstrated people management experience with the ability to coach,
mentor and motivate
• Excellent 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.
• Excellent communications skills with the ability to communicate and
influence at all levels
• Good understanding on how to set targets and incentives/initiatives to
drive performance.
• Team management, implementation of complaint management systems will be
highly preferred.
Application Deadline: 11th April 2014
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:
Click Here -> Job Number (Type 00153060)
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
