Job Purpose To deliver exceptional retail business performance through sales performance, excellent customer servicing, query resolution. To deliver challenging Premier sales and service targets To provide expert support and advice to Premier customers, non-customers and colleagues, responding to referrals and introductions Receive customer complaints, record it and take all reasonable steps to resolve the complaint in the eyes of our customers.
Main accountabilities and approximate time split Accountability Sales & Service Time split% 75% Outputs Drive and deliver exceptional sales performance by identifying and meeting customer needs through selling, cross selling of Premier products & services through acting as an advisor to SME clients and/or retail clients. 60% of time is dedicated towards sales and 40% of time is dedicated towards deepening relationships with clients. Own and manage customer queries and complaints by taking ownership and resolving in a timely manner. Run a business portfolio that maximizes opportunities and generates strong growth and good, sustainable returns over the business cycle. Maintain sales performance statistics for management information usage. Being personally effective at building the business, deepening relationships and effectively executing the sales process. Prepare presentations for potential clients and attend to client meetings to present bank products to enhance sales. Achieve volume and revenue goals via the combination of customer acquisition and relationship widening; in addition to growing network of clients through using diverse sources. Deliver world class customer service practices and ensure adherence to Barclays Service standards Promotion of and migration to other appropriate customer propositions to ensure that customer needs are met and maximizing customer retention, whilst ensuring that the migration is appropriate.
Accountability Operational Rigour Practices Time split% Outputs Achieve operational rigour excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit. Ensure collaboration, engagement with the team to live embedding the conduct. Ensure conduct awareness & its value to the organization. Follow the Retail end to end account opening & closure processes ensuring new accounts are authorized and KYC compliant Ensure compliance with operations risk & rigour requirements e. g. Health & Safety standards and security of premises Accountability Team Working Time split%5% Outputs Build effective relationships with branch staff and key support functions. Support other Bank colleagues by building their knowledge and understanding of Premier customers, products and services through the delivery of formal and ad hoc training and coaching. Provide cover for all staff within Sales when required. Provide honest, direct and constructive feedback to others Accountability Self Time split% 5% Outputs Agree performance development objectives with the team leader. Pursue self development to increase personal effectiveness, acknowledging strengths and areas for development Technical skills / Competencies Competencies Very strong communication and questioning skills Planning and organization skills Good numeric and analytical skills Excellent Client Relationship Management / Service Oriented. Presentation Skills Persuading & influencing Self starter Team working Knowledge, Expertise and Experience (Relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies) Essential Adaptability Forward planning Decision making Quality conscious Understanding and meeting customer needs Results oriented 4 to 6 years (Banking Experience) Values & Principles Preferred Stake holder management Problem solving Resolving conflicts Market awareness Primary Location EG-Cairo-Cairo Job Type Permanent/Regular Posting Range 9 Jul 2017