Job Title: Operations Manager - Card Issuing – BA4 - 00138815
Recruiter Barclays Bank
Duty Station: Kampala,
Country Uganda
Reports to: Head of Card Operations
About Barclays Africa:
Barclays Africa encompasses Barclays Global Retail Banking, Corporate Banking, and Barclaycard operations in 10 countries organised in four geographic areas: North Africa (Egypt), East and West Africa (Ghana, Tanzania, Uganda and Kenya), Southern Africa (Botswana, Zambia and Zimbabwe), and Indian Ocean (Mauritius and Seychelles).
Barclays Africa serves its 2.8m customers through a network of 573 branches and service centres providing a variety of traditional financial products including retail mortgages, current and deposit accounts, commercial lending, unsecured lending, credit cards, treasury and investments.
Job Summary: The Operations manager - Card Issuing will be responsible for;
Responsible for managing the Card Operations unit and ensuring quality service is offered by creating and dedicated team.
Manage the human resources and systems at the unit. Responsibility of the unit is managing all card operations for customers and merchants, including PIN and Card receipt
Responsible for the integrity of the quality and service in the unit to ensure no lapses.
Responsible for the control and monitoring of cost elements within the unit
Establish and maintain effective working relationship with internal and external customers.
Ensure that service levels are maintained and adhered to.
Key Duties & Responsibilities:
1. Staff Management (40%)
Implement and maintain a coaching and training programme for direct reports including a regular review of performance
Manage and motivate staff recognising outstanding performance
Lead and direct staff to achieve business objectives
2. Business Management (50%)
Analyze and interpret past and projected future business performance against volumes and present regular MI: monitoring and evaluating actual to target performance.
Develop and report against the performance measures used to drive performance of the business area
Ensure appropriate staffing numbers and capability to support maintenance section.
Achieve individual operational performance targets and support the achievement of team targets.
Provide regular value based reports for management information usage.
Adhere to standards, legal and regulatory, in accordance with the Barclaycard guidance
3. Strategy and Support (10%)
Optimize existing portfolio in conjunction with Portfolio and Product manager, planning/undertaking effective optimization campaigns
Ensure client needs are met by ensuring excellent support in the unit while working with the Portfolio and Product manager as they establish and develop sales opportunities
Generate leads and sales by building effective working relationships with clients.
Qualifications,
The applicant should possess experience with call centre operations preferably in the banking industry
Knowledge of the Credit Card Industry is preferred
Good overall knowledge of the Card Industry
Good understanding of Barclaycard operations and products
Skills & Experience:
Good understanding of Barclaycard’s systems, processes and procedures
Detailed knowledge of the Bank’s telephone service standards
Good understanding of the techniques of Performance Management
Good understanding of the call centre management information systems
People Management skills
Excellent Communication and Presentation skills
Business awareness
Business management
Performance management skills
Resource management skills
Relationship management skills
Team building skills
Planning and organizational skills
P C skills
Networking ability
Good integrity and professionalism
Good Communication skills
Forward Planning
Analysis and Judgment
Quality Conscious
Adaptability
Developing People
How to Apply:
If you feel challenged by any of the above positions, and believe you can deliver on key deliverables as outlined above, upload your application letter, current curriculum vitae and photocopies of academic certificate to our recruitment website detail below:
https://barclays.taleo.net/careersection/2/moresearch.ftl?lang=en_GB
Barclays is an equal opportunity employer that recruits, develops and promotes people on merit, and rewards outstanding performance, regardless of background and gender.
For queries contact us on 0417122453 or email: barclays.uganda@barclays.com
Deadline: 16th December, 2013
