Job Summary
To provide excellent customer experience, deliver exceptional branch business growth and profitability.
To recruit and retain Home Loan customers
To deliver exceptional retail business performance through Home Loan sales & excellent customer service
To develop and maintain a high profile for Home Loans within a number of branches
To ensure that all aspects of operational rigour are maintained when involved in the home loan process
Job Description
Key Accountabilities (Duties & Responsibilities)
Sales and Service; Time split 75%
Drive and deliver exceptional sales performance by identifying and meeting customer’s home loan needs
Achieve & Exceed Home Loan & Cross Sale Targets
Utilize the standard sales process to identify customer’s Home Loan requirements
Facilitate customer understanding of the Home Loan procedure and process
Champion and manage Home Loan product & channels
Own and drive the outlet home loan sales objectives/targets
Maintain Home Loan sales performance statistics for management information usage.
Manage customer queries and complaints by taking ownership, escalating where necessary and resolving in a timely manner.
Identify when & where to refer customers to an appropriate area of delivery for other product sales help or advice
Ensure documentation such as the home loan application and internal submission forms are fully completed & error free.
Deliver world class customer service practices and ensure adherence to Barclays Service standards.
Accurate collation and packaging of relevant documents for processing.
Conduct branch Home Loan marketing campaigns and participate in country level campaigns
Internal Controls & Risk Management; Time split 10%
Achieve operational rigor excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit.
Follow the Retail end to end procedures for Home Loans ensuring new accounts are KYC compliant
Ensure compliance with operations risk & rigor requirements e.g. Health & Safety standards and security of premises.
Ensure the Bank’s Home Loan lending criteria is met
Customer Experience: Time split 15%
In conjunction with the Branch Manager and other branch colleagues create a conducive work environment, teamwork, and effective succession opportunities to ensure maximum productivity.
Ensure the assigned e-learning and internal training activities for self and direct reports undertaken within set timelines.
Determine and manage Training Needs Analysis and own succession planning.
Manage your own leave by working closely with your Line Manager
Technical Competencies
Technology Skills; Knowledge of computerized banking applications and spreadsheets
Conceptual and analytical skills; Ability to quickly grasp and understand systems and keen to details
Risk management: Ability to anticipate and mitigate risk by implementing appropriate risk management policies for the bank
Compliance and Regulatory Framework; Top nick understanding of the regulatory issues, reporting and operational requirement as provided by CBK, KBA, KRA etc
Basic Credit Skills; Good knowledge of personal and business credit underwriting and portfolio management
Audit standards & Legislation; Good knowledge of International Accounting and Audit Standards, and Legislation
Knowledge of Banking and Business Operations; Well-rounded knowledge of all the Banks products, operations and processed and excellent knowledge of bank policies and procedures to consistently achieve the required compliance standard.
Behavioral and Cognitive Competencies
Results and achievements oriented; Strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards and those of others he/she leads to optimize employee productivity. Ability to effectively plan and monitor the branch performance using defined system and processes
Leadership and Management Skills; Ability to strive for growth through performance, nurture and grow talent for self. Capability to mentor and manage changes. Self-empowerment to enable development of open communication. Teamwork and trust that are needed to support performance and customer service-oriented culture
Communication & Interpersonal Skills; Well-developed oral and report-writing skill, ability to work with others. Effectively communicate with and manage customer expectations (Internal/external), and other stakeholders who impact on performance.
Negotiation & Selling Skills; Must be a good negotiator, particularly in changing behavior and work practices but always win/win. Negotiate with customers on product offering to grow customer numbers/value and product uptake
Human Resource Management Skills: Basic leadership skills, team building and ability to train, develop, lead and work with highly motivated teams
Personal Ethics; Must be honest, fair, just but firm with self, and of high integrity
Relationship Management: Managing client relationships so as to ensure excellent customer experience leading to value add to the customer and increase in the Banks share of wallet
Conscious of banks reputation; Protect and enhance the banks reputation
Education
Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)
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