Job Title: Head of Front End (Customer Experience) – 00143349
Employer: Barclays Bank Uganda
Duty Station: Kampala , Uganda
Application Deadline: 20th January, 2014
Key Duties & Responsibilities:
1. Service Improvement: (50%)
- Proactively implement the service strategy and customer initiatives to gain staff commitment to provide world class service in all Branches, Service Centres and at front end channels.
- Responsible for implementing and monitoring of service measures along with meeting the benchmark for the same, through correct action plan, where applicable.
- Own the results from the various Service satisfaction surveys through sharing them across the business & incorporating corrective measures into current plans.
- Conduct process enhancement group discussions with units involved in producing solutions/suggestions for service/process improvements.
- Oversee front end service forums, providing appropriate MI and highlighting reasons for performance.
- Working with respective Managers, CTLs and champions, ensure actions are taken on all issues raised.
- Create and implement various customer service / service week or month initiatives across the channel, with targets for improved customer satisfaction.
- Regularly visit outlets to drive appropriate customer service behaviors and share best practice.
- Ensure all front end channels have the complaints logging system access and verify if the complaint logging process is embedded and religiously followed through.
- Manage and run any change initiatives relating to service.
- Develop and implement reward and recognition for staff motivation and performance achievement.
- Responsible for developing and implementing all service initiatives as per the Regional and in-country Service framework
- Responsible for developing and rolling out service skill based training for staff.
- Ensure all front end staff have gone through the mandatory product, system and basic service skill trainings before being placed in the Branches and sales and service centres. In addition, all staff have received adequate training on new products and services to be rolled out.
- Drive new approaches, a step change and serve as a catalyst for the creation of a customer experience culture.
2. Business Support:(20%)
Champion and promote the delivery of an excellent and consistent customer service and sales experience for customers by motivating and inspiring teams across all front end channels.
Support management in the design, planning, and launch of all customer service initiatives and projects across Front end customer centres
Marketing/communication - ensuring the communication and articulation of our products, services, capabilities are clearly and simply communicated in language customers understand - not in bank speak
Through customer data, customer insight and external benchmarking, define requirements for customer experience improvement
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.
3. Reporting & Control (10%):
Ensure necessary regulatory and compliance requirements related to service are adhered to and strictly applied.
Provide ongoing feedback on current status of service initiatives & customer service levels to the business and BA (as required), suggesting improvements or new programs where appropriate.
Oversee the Branch parenting program
Oversee, Monitor and Report on Key Performance Indicators for front end services.
4. Developing Capability (20%)
Provide active and inspiring leadership to front end staff in-country.
Ensure adequate training for all CTLs and Champions to support them provide world class service – ensure they in turn train
Be a visible advocate of service for the channel, role modeling all behaviors as related to customer service.
Identify, select, recruit, develop and retain a high performing team committed to achieving success through each other
Agree challenging performance and development objectives for the team providing regular feedback, coaching and training to ensure their maximum potential is achieved.
Identify and plan succession roles for own role and direct reports with supporting development plans for succession roles
Qualifications, Skills & Experience:
- The applicant should possess comprehensive understanding of world class service in both financial services and other industries;
- Appreciation of market and industry service propositions and benchmarks
- Possess the ability and experience in implementing projects / programmes according to set objectives & timelines, across a wide business platform.
- Job holder must have managed teams previously and must have a strong buoyant personality.
- Experience in financial services.
- Team Management and extensive experience in a senior customer service management role.
- Prior service-orientated, customer-facing role.
- Experience in creating innovative solutions that differentiate, provide a unique customer experience and subsequently drive engagement and loyalty.
- Exhibit passion and instinctive inclination towards excellent customer service.
- Proven leadership, coaching and development skills.
- Excellent communication and presentation skills, both written and oral.
- Excellent interpersonal and networking skills, with the ability to influence and guide strategy at senior levels.
- Training delivery and facilitation, mastering questioning techniques
- Good relationship Management skills
- Problem solving and decision making
- Resilience and ability to manage in a complex matrix
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