-Overall day-to-day effective management of the business in compliance with company policies and procedures. -In charge of all functional units within the Kenya including: Customer Service, Quality, finance & accounting, human resource (including payroll), banking, operations, risk management, credit control, taxation, statutory and compliance requirements. -Managing and motivating staff to ensure that revenue and activity targets are met including providing all suitable assistance, advice and solutions where possible. -Building company brand and image by collaborating with customers, government, community organizations, and employees; enforcing ethical business practices. -Providing proactive account management of all accounts and maintaining strong professional relationships between the organization and its customers -Providing necessary reports to the various stakeholders including monthly report, income statement, balance sheet, cash flow, profit margin, treasury reconciliation, overhead reports and bank/cash reports -Undertaking monthly, quarterly and annual budget reviews and driving performance against approved -Designing, implementing and reviewing of appropriate policies to guide work ethics and maintain best practice among staff members and compliance with the organizations code of conduct. -Manage procurement establishes, plans, budgets, and results measurements; allocating resources; reviewing progress; making mid-course corrections.

-Supervision and management of Customer Service executives-Scheduling, resource management, plan and maintain financial budgets-Recruitment, induction, performance management and training of staff-Analysis of statistics and reporting -Develop, review and implement service procedures, policies and standards-Improve customer experience through general customer support

-Create and maintain high quality work environment so team members are motivated to perform at their highest level.-Mentor and inspire the team to surpass their potential; influence valuable changes and positive outcomes.-Co-ordinating the day to day operations of the team as scheduled to ensure they meet client deadlines as share activities reports-Facilitating communication among team members.-Training, coaching, reward, monitoring attendance as well as team performance management

-Selling Barclays assets and liability products. -Prospecting for new customers as well as new products -Providing information on the bank to customers as per requests. -Reach out to prospects via telephone and email -Navigate through a conversation flow to uncover business needs, understand pains, and position -Create awareness on new products and services offered to customers-Generate marketing qualified leads that are processed as new opportunities and sent to the sales team in the CRM system (Sales force.)-Maintain and update an accurate log of activity in the CRM system.-Convey summarized key findings from phone conversations to the rest of the Marketing team to help refine marketing communications.-Work with others as a team and well as maintain good performance overall

-Monitoring and rating of front office and back office live and recorded calls. -Calibration of calls as per the standard call quality sheet. Track performance and provide feedback to individual agents. -Training and coaching of agents on quality policies and procedures -Preparation of daily and weekly reports and forwarding to the relevant departments -Determining, negotiating and agreeing on in-house quality procedures, standards and specifications-Assessing customer requirements and ensuring that these are met-Setting customer service standards-Investigating and setting standards for quality and health and safety-Acting as a catalyst for change and improvement in performance and quality-Recording, analyzing and distributing statistical information as well monitoring performance

-Attracts potential customers by answering product and service questions; suggesting information about other products and services.-Opens customer accounts by recording account information.-Maintains customer records by updating account information.-Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.-Maintains financial accounts by processing customer adjustments.-Recommends potential products or services to management by collecting customer information and analyzing customer needs.-Prepares product or service reports by collecting and analyzing customer information.-Contributes to team effort by accomplishing related results as needed.