Job Opportunity at Barclays Bank PLC, Relationship Manager

BAW Relationship Manager - 90107810
Primary Location:TZ-Dar es Salaam-Dar es Salaam
Job Type:Permanent/Regular

Description

Overall Role Purpose:

To be a point of face to face customer contact within the Banking Hall and responsible for end to end customer sales and service activities with specialist requirements.
Key Accountabilities KPIs

SALES MANAGEMENT
• Sales penetration in newly signed up: Barclays Direct, Payroll Companies, Existing Corporate Relationships, Scheme Companies.
• Sales penetration in existing scheme companies
• Cross selling Payroll to all existing scheme companies under your portfolio
• Refresh sales push in “stale” and re-opened companies.
• Execution of national wide sales campaigns and promotions
• Daily monitoring and management of LGs
• Training and coaching sales teams
• Vetting and processing of team sales
• Physical confirmation of all loan applications
• Confirmation of buyback set off letters.
• Managing repayment collection from schemes under your portfolio
• Execution of national wide sales campaigns and promotions

BUSINESS MANAGEMENT
• Recruitment of new to Bank business through new company signups as agreed with the line manager
• Opening Current a variety of specialist products depending on role holder’s specialism.
• Complete follow-up paperwork and undertake administration activities to ensure effective, efficient and compliant operation of the business.
• Liaison with the Personal Lending/Credit Scoring Team
• Maintain statistics and monitor progress of target reporting
• Work closely with the Corporate Banking Relationship Managers / Customer Advisors / other specialists on negotiating deals with potential customers.
• Develop, ensure implementation and review methods of improving operational efficiency / products within specialism.
• Monitor Teams performance on daily/weekly and monthly basis to ensure team objectives are met and exceeded.

SERVICE MANAGEMENT
• Building relationships with existing customers in order to pro-actively anticipate and address future customer needs and identify sales opportunities.
• Undertake customer servicing initiatives/requirements for face to face customers to pre-determined service standards
• Provide guidance and support on operational matters to specialist customers within own portfolio.
• Be the first point of contact /escalation/resolution for customer issues
• Monitor and influence achievement of agreed service standards with Operations & IT, Retail Credit Risk and Corporate
• Closely liaise Corporate Relationship Manager’s to ensure proper preparation of tender documents to new clients, agree terms and conditions of scheme loans etc.
• Monitor systems and operational standards to ensure high quality service levels.
• Conduct customer care visit with Corporate Relationship manager’s to better understand customer’s needs after generation of sales leads by Corporate Relationship Managers
• Analyse customer issues, queries, complaints to determine root cause and deliver tactical and strategic improvements to service
• Gather customer opinions on service and service quality levels
• Customer feedback.
• Achievement of personal sales objectives.
• Contribution to Branch goals over and above personal objectives
• Volume and impact of Specialist referrals.
• Feedback from Network & Specialist colleagues.
• Contribution to Barclays’ business profile in the local community.
• Management & mitigation of operational risks, and compliance with all relevant policy.
• Core of Barclays behaviours.
• Achievement of personal goals agreed with Line Manager.

Person Specification

Experience
What does the role holder need to have done before?
• Operated in a customer facing role where service is paramount
• Experience in a sales environment
• Has experienced a target driven role

Knowledge
What does the role holder need to know/know about and/or be qualified in?
• Awareness of Barclays Africa Retail strategy
• Understanding of the Retail , Service Delivery and Corporate proposition and services
• Understanding of support systems e.g. BRAINS, WinFos, Sybrin, etc
• Knowledge of the Bank’s bookkeeping procedures and systems.
• General knowledge of services and functions of Head Office and branches network.
• Detailed understanding of the bank’s Performance Management model
• Understanding of the local competitor market
• Thorough knowledge an understanding of the Know Your Customer (KYC) guidelines and practise

Skills & Competencies
What does the role holder need to be able to do/be good at doing?
• Commercial Awareness
• Building Relationships quickly
• Effective interpersonal skills (effective questioning and active listening)
• Service Excellence
• Personal Drive
• Ability to plan and organise
• Adaptable to change
Scale and Scope of the Role:
Direct Reports None
Dual Reports None

Dimensions The role holder will be required to meet minimum performance standards across service and sales meeting a minimum number of sales per week based on an appropriate product mix. The role is based in a named Branch but the role holder will be expected to work in and support other local branches as and when required.
The role operates using pre-programmed systems and well defined procedures, but there may be times when the role holder has to address unforeseen situations, escalating to more senior level as appropriate. In addition:

• Jobholder will deal with officials within Retail, Service Delivery and Corporate
• High level of integrity is required in dealing with guarantors’ representatives
• Jobholder will be required to make visits to guarantors if the need arises
Development Information:
Key Learning & Development Features
Sales process and selling training, service modules and minimum regulatory training . Also includes technical training to ensure competence in account opening, and various bank systems. Also:
• Sales Manager Course
• Sales & Marketing Course
• Credit Scored Personal Lending Products
• Account Opening Procedures
• Know Your Customer
• Risk Management
• Corporate Banking / Relationship Management
Potential Next Career Development Steps
Retail Manager, Business Customer Advisor (in level)

The role holder will be required to meet minimum performance standards across service and sales meeting a minimum number of sales per week based on an appropriate product mix. The role is based in a named Branch but the role holder will be expected to work in and support other local branches as and when required.
The role operates using pre-programmed systems and well defined procedures, but there may be times when the role holder has to address unforeseen situations, escalating to more senior level as appropriate. In addition:
• Jobholder will deal with officials within Retail, Service Delivery and Corporate
• High level of integrity is required in dealing with guarantors’ representatives
• Jobholder will be required to make visits to guarantors if the need arises

Application Instructions
Online application, CLICK Here To APPLY

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