Remote Sales Supervisor

JOB DESCRIPTION

Position: Remote Sales Supervisor

Department: Commercial

Reports to: Business Development Manager 

SUMMARY

The Remote Sales Supervisor of the Centralized Lending Department will work closely with the Borrowers of FINCA Uganda through the delivery channels (the channels of the interaction with clients) for selling loan products. The main goals are selling loan products to the clients through the established delivery channel, compliance with the client-oriented strategy and increasing the level of customer satisfaction. The Supervisor is a top performer in his/her area and may act as a mentor for new employees.

KEY RESPONSIBILITIES

Under the supervision and with the approval of the CCO, he/she shall lead the preparation and fulfillment of strategic and working plans. The RSS, in partnership with the Business Development Manager, shall manage the daily activities of all the officers of the Centralized Lending Department at the Call Centre.

Lending

·        Ensure timely consideration of loan applications from the clients in accordance with the policies and procedures on centralized lending, laws and regulations, and legal enactments governing lending procedures;

·        Clear and correct filing of the registration documents in the course of working with borrowers, in accordance with the policies and procedures on centralized lending, laws and regulations, as well as legal enactments governing the lending procedures.

·        Analysis of the financial condition of clients (financial and economic analysis, analysis of the social and economic factors);

·        Correct and timely submission of information to be entered into the database and for further transfer to the database of the credit reference bureau;

·        Timely and complete verification of clients' credit history in the database of FINCA Uganda and in the database of  the Credit Reference Bureau;

·        Timely and high quality preparation of information and documentation for the Credit Committee;

·        Analysis of credit risks in the course of consideration of loan applications;

·        Performing comprehensive assessment of the borrower and taking the decision on the loan disbursement;

·        Consideration and approval of loans within the powers granted, control over the portfolio, analysis of its quality, its trends and taking corrective measures, if necessary;

·        Interaction with the employees of structural units and branches on the issues related to the assessment of credit risks of centralized lending clients exposed to the credit risk;

·        Solving operational issues related to the centralized lending sector within the limits of his/her powers;

·        Making proposals directed to the optimization of centralized lending procedure

·        Preparing reports on centralized lending upon the instructions of the Business Development Manager

Working with the clients  on loan products sales

·        Working with current clients matching the established criteria of centralized lending and eligible for borrowing

·        Fulfillment of the monthly individual planned assignments set by the management.

Personnel management:

·        Supervise compliance with the established rules and policies in the course of hiring employees and personnel-related activities;

·        Promote development of high ethical standards and morals of the working environment, fostering mutual respect, mutual understanding, trust and cooperation among all the employees of the call center;

·        Carry out performance evaluation of their direct reports.

·        When necessary, train other employees by sharing his/her experience and knowledge acquired during the course of work, be a mentor and a trainer;

·        Lead the development of the annual work plan, draft regulatory, methodological and instructional materials on the areas of the activities of the call center;

·        Contribute to creating the necessary working conditions and favourable moral and psychological climate within the team.

·        Enforce work and labour discipline of the employees of the call centre;

·        Supervising daily activities of the officers of the Centralized Lending unit at the call centre, providing them with technical and administrative assistance that fosters high productivity increasing and maintaining high performance.

·        Planning, drafting the work plans for the Officers of the Centralized Lending Department, effective allocation of the workload of the employees of the Department and analysis of the work performed, enforcement of fulfillment of the plans.

·        Provide onboarding for newly recruited officers with information and always fill in vacancies with high quality personnel to replace exited officers.

·        Development of mechanisms that motivate the employees of the Centralized Lending Department, based on qualitative and quantitative indicators;

Controls:

·        Exercise control and accountability to ensure proper execution and fulfillment of the tasks assigned to the Department;

·        Enforce fulfillment of operational and strategic plans of organizational development of the call centre;

·        Have oversight and control of the quality of service provided by the officers of the Centralized Lending Department in the course of sales;

·        Hold periodic staff meetings to identify the progress of the approved plans, discuss the working plans for the forthcoming period, as well as to discuss current issues and take corrective actions in time to solve the issues.

Organizational development:

·        Develop the abilities and potential capabilities of the personnel of the Centralized Lending unit for their transition to key managerial positions in the Department through coaching and mentoring;

·        Identify the training needs of the employees of the Centralized Lending unit and provide training in coordination with the CCO and HHR and evaluate the effectiveness of the training program.

Other:

·        Provide high quality replacement of the Remote Sales Supervisor during his/her long absence (annual leave/vacations, business trip, etc.) with guidance from the Business Development Manager

·        Timely provision of regular internal performance reports to the Business Development Manager on a regular basis;

·        Preparing letters, office memos within the scope of the employee;

·        Providing recommendations to the Business Development Manager for developing procedures, forms/ blanks, the necessary types of reports for the department and their periodic updating;

·        Providing recommendations to the Business Development Manager on the improvement/automation of customer interaction processes;

·        Compliance with the amendments/ changes made to the laws, regulations, resolutions and other regulatory documents governing the activities of FINCA Uganda in respect of the quality of customer service;

·        Providing assistance and support to the branches in respect of customer service and updates of new services or initiatives.

·        Processing requests received between the structural units of FINCA Uganda and compliance with their timely fulfillment.

·        Ensure safekeeping and recording of documents in production in the unit, as well as handing them over to the archives for storage, in accordance with the current legislation and the internal regulatory documents of FINCA Uganda.

·        Comply with the requirements stipulated by the current legislation, as well as with the internal regulations of the Finca Uganda in respect of confidential information, that they may have accessed in the course of fulfilling his/her job responsibilities.

·        Participate in conferences, meetings, seminars and other forums on the issues related to the activities of the Centralized Lending Department and are of interest to FINCA Uganda.

·        Fulfill other tasks / assignments as requested by the Business Development Manager in a precise and timely manner.

·        When necessary, train other employees by sharing his/her experience and knowledge acquired in FINCA Uganda, be a mentor and a trainer.

·         Keeping all the documents created during the period of working at FINCA Uganda, as well as visitors’ and clients’ business cards received during the period while working and are the exclusive property of FINCA Uganda.

COMPETENCIES

Ability to handle stress/ is resilient, strong inter-personal skills, learning ability, excellent articulation, ability to establish contacts in communication, being result-oriented, being process-oriented, integrity, diligence, sense of duty, responsibility.

RIGHTS:

The RSS of the Centralized Lending Department at the Call Centre should:

·        Familiarize himself/ herself with policies related to his/her duties and activities;

·        Make suggestions for improvement of the work related to the performance of the responsibilities prescribed by this job description;

·        Within his/ her competence, report to the Business Development Manager about all the shortcomings and suggested improvements in the activities of FINCA Uganda (its structural units, individual workers) revealed in the course of exercising official rights and responsibilities and make proposals on correcting them;

·        Improve his/ her professional level in accordance with the approved training plan;

·        Request from the management and seek for assistance in regard to performance of his/her duties and exercising his/her rights prescribed by this job description.

COMMUNICATION AND TEAM WORK:

·        Timely inform the Business Development Manager on any changes in the activities which influence the work of the Centralized Lending unit at the Call Centre;

·        Maintain positive relationship with the employees of departments, as well as with other units;

·        Exercise caution and care in his/her duties and treat the work with responsibility;

·        Upon guidance from the Business Development Manager, manage resourcing gaps in the unit and fill the gaps of missing employees in the shortest time.

RESPONSIBILITIES:

The RSS of the Centralized Lending Department at the Call Centre is responsible for:

·        Managing performance and execution of his/her official duties stipulated in this job description, within the limits determined by the current labour legislation of Uganda;

·        The offenses committed in the course of carrying out his/her activities, within the limits determined by the current administrative, criminal and civil legislation of Uganda;

·        Inflicting financial and physical damage within the limits determined by the current labour, civil and other legislation of the Kyrgyz Republic;

·        Risk management and promoting the culture of risk management within the framework of his/her labour activity;

 EDUCATION, QUALIFICATIONS AND EXPERIENCE:

·        Higher education.

·        Work Experience in the service sector is preferred.

·        At least 3 years’ experience in Credit Sales

·        Experience of managerial work is desirable.

·        Business correspondence and business communication skills;

The RSS of the Centralized Lending unit at the Call Centre shall be knowledgeable on the following:

ü  The types of services provided by FINCA Uganda.

ü  Procedures, policies, orders and other regulations and guidelines related to the activities of FINCA Uganda.

ü  The customer service quality standards;

ü  The internal labour rules and regulations.

·        Knowledge of English and local languages (oral, written);

·        Computer skills at the level of an experienced user, ability to work in Microsoft Word, Excel, Outlook.

INTERACTION WITH OTHER DEPARTMENTS

The Internal Control Department, the IT department, branch employees/ employees at Head Office.