About the job

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

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Job Summary

Provides financial services to meet client specific needs to promote, market and sell Financial Solutions in accordance with relevant legislation, to meet sales targets and achieve strategic business objectives.

Job Description

Portfolio management and Service 80%

Outputs: Credit and Debit

• Designing and implementing key interventions to grow card usage for active cards and meet laid down growth targets.
• Develop strategies to ensure increased activation of cards by the inactive card base.
• Provide data that will enable the sales team to drive their sales targets.
• Satisfy client’s ongoing financial planning needs identified by Portfolio MI analyst and develop strategies and plans to implement unique customer solutions as appropriate such as Loan on Card and Loan on Phone products.
• Optimize portfolio potential in conjunction with Product Manager, planning/undertaking effective marketing campaigns.
• Establish and develop card usage opportunities to meet the clients’ needs, introducing and working in conjunction with segment specialists, key among which will be Marketing.
• Optimize portfolio potential in conjunction with Sales Manager/Portfolio manager by supporting the various campaigns that the portfolio team runs with.
• Liaising with other departments to ensure smooth low of work and that customer queries are resolved in the shortest time possible.
• Customer service and complaints management
• Push Installments products, Spend Campaigns, CLM Model and Upgrades, pre approved card sales. Barclaycard Operations within the service level agreement times and sending weekly request to customer service for generation of LOP/EIP advise letters. Ensure delivery of Pre approved card application forms to CROPS.

Business Management 10%

Outputs:

• Ensure that targeted level of business results (i.e. income, costs, client satisfaction and client recruitment) for jobholder’s own portfolio are maintained
• Adhere to standards, legal and regulatory, in accordance with the Barclaycard guidance

Staff Management 5%

Outputs:

• Implement and maintain a coaching and training programme for the Portfolio team members.
• Manage and motivate staff recognizing outstanding performance
• Lead and direct staff to achieve business objectives

Governance, Control and Risk

5%

Mandatory Risk and Control objective

Outputs

• Understand technical/regulatory matters affecting the business. Ultimate responsibility for the continuing compliance.
• Ensure Governance, Compliance, Risk and Control are implemented and adhered to meet Group Standards by Centre. Staff at all levels to be clear on what is expected of them. Any new regulatory or Group requirements are implemented and reviewed throughout Barclaycard in a timely fashion.

Technical Skills/competencies

Time split:

Essential

• People Management
• Communication and Presentation
• Business awareness
• Business management
• Performance management
• Resource management
• Relationship management
• Team building
• P C skills
• Planning

Knowledge and Expertise, Experience (relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies)

Preferred

• Good overall knowledge of the Card Industry
• Good understanding of Barclaycard operations and products
• A good understanding of Barclaycard’s systems, processes and procedures
• Detailed knowledge of the Bank’s telephone service standards
• A good understanding of the techniques of Performance Management
• Understanding of the call centre management information systems

Key Success Measures / Key Performance Indicators

Essential

• Experience with call centre operations preferably in the banking industry

Preferred

Knowledge of the Credit Card Industry

Risk

Mandatory Risk and Control objective

• “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.”

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)