Barclays Bank Kenya Jobs and Career Opportunities

Barclays Bank Kenya wishes to announce the following vacancies:

1. Head of Customer Service - Barclays Africa

This is a Senior Regional role within Barclays Africa; covering 10 countries where there is Barclays presence.

The incumbent will be based in Kenya and will be expected to travel to cover the region.

Job Purpose: To manage the Customer Service and Satisfaction function for Barclays Africa (10 countries) for all acquisition and servicing channels, all products and all segments.

Key Deliverables for the Role Holder will include:

* Champion Barclays Vision of delivering Best in Class customer service.
* Proactively implement Barclays-wide customer service strategy initiatives to gain staff commitment to provide world class service.
* Assist the Customer Insight team to conduct customer surveys, interpret the results and develop and own the corrective action plan.
* Conduct process enhancement group discussions with countries and involve them in producing solutions/suggestions for service/process improvements.
* Manage and run any change initiatives relating to Customer Service such as system changes.
* Provide active and inspiring leadership to the Customer Service team across the 10 Barclays Africa countries.
* Ensure necessary regulatory requirements relating to Customer Service are adhered to and strictly applied.

Person Specification:

* An instinctive inclination and orientation towards customer care.
* Proven coaching and development skills.
* Excellent communication and presentation skills both written and oral.
* Excellent inter-personal and networking skills, with the ability to influence and guide strategy at senior levels.
* At least 8 years experience in Customer Service; 4 of which must be at a Senior level with demonstrated ability to remotely manage more than one country.
* Past experience of running a contact centre and customer service management systems.

2. Service Delivery Managers (IT)

Job Purpose: Lead technical resources across organisational boundaries and in close liaison with the service performance, service operations and infrastructure functions to achieve optimum service performance.

Key Deliverables for the Role Holder will include:

* Execute all appropriate delivery processes to optimise IT service(s).
* Successfully deliver the committed demand for service grouping growth and expansions.
* Facilitate effective communication with all key stakeholders associated with IT service within a service grouping. Proactively inform and educate all stakeholders on impact and improvement to service within the grouping.
* Accountable for the aggregate performance of service cost, risk, SLA and regulatory and flexibility standards for the services within the service grouping.
* Effectively manage a team of service resources that are collectively accountable for IT service delivery, performance and improvements, and optimize the capability of the resources to minimise service.

Person Specification:

* Experience in managing large/multiple IT services in a financial service or related company
* Fully conversant with service management and delivery of best practice (e.g. ITIL).
* Clarity of organisational awareness and understanding of how service stability can be maximised through leveraging technology and process.
* Clear articulation of IT structure and functions within Barclays and the services and product set of the Group.
* Extensive knowledge of analytic techniques and methods.
* Broad understanding of service and supplier management processes and methods.
* Broad understanding of acceptance and integration process and methods.
* Good understanding of Project and Change Management Processes.
* Demonstrates a wide knowledge of IT service infrastructure and its exploitation in both own and other organisations.

If you meet the above specifications, please send your detailed CV by 31 St July 2010 marked clearly:

* Job Code: Head of Customer Service-Barclays Africa OR
* Job Code: Service Delivery Manager (IT)

To:

The Human Resources Division
Barclays Bank of Kenya
P.O Box 30120-00100
Nairobi

Or send to the following e-mail address: bbk.human-resources@barclays.com