Risk and Control Objective “ Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Barclays Policies and Standards “ 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. Maintain sales performance statistics for management information usage. Being personally effective at building the business, deepening relationships and effectively executing the sales process. Run a business portfolio that maximizes opportunities and generates strong growth and good, sustainable returns over the business cycle. Prepare presentations for potential clients and attend to client meetings to present bank products to enhance sales. Represent Barclays in a professional and competent manner. 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. Replying on all AML queries with 2 working days. Ensure completion of Branch KYC according to time line set by management. Ensure obtaining satisfactions % for premier mystery shopping & green quality survey. Improve NPS above 15% across premier segment for the year. Zero valid escalated complaints per quarter. Follow the Retail end to end account opening & closure processes ensuring new accounts are authorized and KYC compliant Smoothly managing the Assets portfolio with the minimum number of delinquent customers . Ensure compliance with operations risk & rigour requirements e. g. Health & Safety standards and security of premises Ensure conduct awareness & its value to the organization.
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. Encourage engagement & customer knowledge between branch staff 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) Primary Location EG-Hulwan-Helwan Job Type Permanent/Regular Posting Range 26 Sep 2017