Mortgage Advisor BA1 - 00141177-Uganda Job

Organisation: Barclays Bank

Duty Station: Kampala, Uganda

About Barclays Bank Uganda: 

Barclays Bank (Uganda) Limited, commonly known as Barclays Bank (Uganda), is a commercial bank in Uganda. It is one of the commercial banks licensed by Bank of Uganda, the national banking regulator.  Barclays Bank (Uganda) opened for business in Uganda in 1927, with two branches in the capital city, Kampala and one in Jinja, the country's second-largest commercial centre. In February 2007, Barclays Bank completed the acquisition of Nile Bank Uganda Limited, strengthening its presence in the country. As of April 2012, Barclays Bank (Uganda) employed more than 800 individuals (known as "colleagues", within the bank). At that time, it had forty-four branches and sixty-five ATMs in service.

Job Summary:  The Mortgage Advisor will drive and deliver exceptional retail Business Performance in regards to Home loans and provision of influential and consistent leadership, efficient business management. Sales growth and portfolio quality management to ensure that good home loans are booked and managed.

Key Duties & Responsibilities:
1. Business Development and Management (35%)                

• Agree Home loans sales targets with the head of Home loans and take responsibility in the achieving of home loans growth.
• Follow up and execution of methods in improving of the Home loans ,front office/branches and securities within service delivery..
• Escalate and handle any client issues in regards to securities and documentation.
• Conduct customer care visit with Head of Scheme Lending/Products/sales/Home loans to better understand customer’s needs after generation of sales leads through Schemes and branches.
• Analyse customer issues, queries, complaints to determine root cause and deliver tactical and strategic improvements to service
• Give appropriate advise to clients on the right product mix they need for there key needs
• Gather customer opinions on service and service quality levels
• Attend to cross functional activities for the betterment of the home loan business.
• Create recommendations on product repackaging.
• Collect Market data on real estate.
• Ensure implementation and review methods of improving operational efficiency with retail Home loans front office and securities within service delivery.
• Create relationships with real estate agents and developers to create opportunities for direct sales.

2. Customer Service (20%)

• Analyse customer issues, queries, complaints to determine root cause and deliver tactical and strategic improvements to service
• Analyse the products that the customer is using and give advise on optimizing use
• Gather customer opinions on service and service quality levels and give feedback to team members on customer expectations.
• Monitor and influence achievement of agreed  service standards with service delivery, credit risk and securities
• Ensure that insurance arrangements are made for customers for there Home loans before draw down.
• Ensure that the team performance complies with service standards as set by the business. These standards are measured through among other, mystery shopping, customer feedback.
• Act as the escalation point for hot complaints ensuring quick resolution, visit high net worth or key clients on request of the Home loans advisors.
• Review monthly query and complaint trend analysis received from the service head.
• Determine he need for specific action plans for the Home loans Segment.

3.      Building Relationships (10%)

• Conduct regular customer care visits with Head of Scheme lending to better understand customer needs after generation of sales leads through schemes and provide guidance to customer as to the best Home loan package available to them.
• Closely liaise with securities manager and head of credit risk to ensure proper preparation of mortgage documents to new clients, agree terms and conditions of Home loans etc.
• Monitor turn-around times on account opening and follow up operations on any issues arising and any feedback received from Home loans in this regard.
• Establish and interact with real estate agents and developers so as to easily have access to market trends and rates and better develop tailor made loan packages as well as generate sales opportunities

4.     Administration (10%)

• Analyse customer issues, queries, complaints to determine root cause and deliver tactical and strategic improvements to service.
• Analyse the products that the customer is using and give advise on optimizing use.
• Gather customer opinions on service and service quality levels and give feedback to team members on customer expectations.
• Monitor and influence achievement of agreed service standards with service delivery, credit risk and securities.
• Ensure that insurance arrangements are made for customers for their Home loans before draw down.
• Act as the escalation point for hot complaints trend analysis received from the service head.
• Ensure that the team performance conforms to agreed service standards through mystery shopping, customer feedback.

5.     People Management (20%)

• Ensure that team member receive coaching and relevant training in order to develop to achieve their maximum potential.
• Motivate branch staff and ensure that they are motivated to sell the Home loans product.
• Carry out branch visits and offer trainings on new product features and parameters.
• Give positive feedback to clients both internal and external on unclear any product issues
• Assist sales and branch staff achieve their Home loan targets by ensuring that they submit quality applications and any remediation is carried out appropriately.
• Manage staff attendance levels and ensuring that Barclays Africa procedures are followed.
• Motivate staff 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.
• Identify training needs of the team and effectively support their personal development.
• Challenge the team to provide meaningful and lasting solutions to customers’ queries and complaints by understanding customers’ needs and situation and  thinking outside the box

6.     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 & Experience:

• The applicant should be a graduate or relevant experience to compensate
• At least 3 years Retail supervisory experience (Relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies)
• 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
• Good Planning skills
• PC Skills
• Excellent 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:

https://barclays.taleo.net/careersection/2/moresearch.ftl?lang=en_GB

NB: 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

Deadline: 4^th February, 2014