Job Purpose
Reporting to the Head of Collections & Recoveries, the role holder will be;
Day to Day Management of the team that executes collections activities centrally for Barclays Kenya
Responsible for management of processes associated with administrative processes within the collections & recoveries retail segment of the bank in line with policy guidelines and regulations with the objective of executing efficient and effective administrative methodologies.
Responsible for managing of workflow , with the objective of driving and embedding operational excellence
Responsible for liaison with the business network and collections & recoveries teams to ensure timely and end to end execution of collection support work.
Provide guidance and support on administrative matters affecting the team under control in liaison with line manager and key stakeholders.
Main accountabilities and approximate time split
Accountability
CUSTOMER SERVICE
Time split: 15%
Experience a consistently high standard of well-integrated customer service through reducing action line complaints.
Working with the manager to design a customer experience strategy that makes the best use of available resources for an inbound environment.
Ensure customer orientation and focus across the business unit by continuously communicating the message of customer and contracting the delivery of training and other interventions on a frequent basis.
Identify and execute initiatives to exceed needs and expectations of customers and contract the delivery of targeted interventions within the contact centre and the late stage department
Risk and control
“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.”
Knowledge & Skills
Technical skills / Competencies
In-depth knowledge of the full Barclays Retail product set-in country, local business services, and corporate business services.
Detailed working knowledge of risk and credit policies and procedures.
Good understanding of group structure and interfaces with other functions.
Report writing and presentation.
Ability to function independently.
High level negotiation skills.
Working knowledge of impaired policies.
People management experience.
Proficient in MS Office (Word, Excel, PowerPoint, Outlook and Internet)
Competencies
Deciding and initiating action.
Leading and supervising.
Working with people.
Relating and networking.
Persuading and influencing.
Analysing.
Planning and Organising.
Mental and environmental demands.
Team-building.
Performance management.
Essential
Knowledge, Expertise and Experience
University degree or equivalent professional qualification
Awareness of Barclays Retail Group Credit Policies, Collection Policy and collection strategy
Detailed working knowledge of the bank’s operational environment, processes and procedures
Ability to work under great pressure to meet changing time deadlines
Detailed working knowledge of the bank’s frontline systems
A good understanding of workflow management
Exceptional time management skills
Knowledge of the Bank’s bookkeeping procedures and systems.
Detailed understanding of the bank’s Performance Management model
Preferred
Experience in an operations environment
Prior experience in resolving customers queries/complaints
Prior experience working with service providers
Experience in managing a team
Basic credit management techniques
Barclays Values
Approvals
Respect
Integrity
Service
Excellence
Stewardship
