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• Discuss and finalize Performance
  Development Plans and ratings for all Direct Reports in the branch with
  management oversight from the Branch Manager.
• Determine and manage Training Needs
  Analysis and Succession plans for all direct reports.
• Together with the Branch Manager,
  responsible for conducting exit interviews for all employee-initiated
  departures from the bank. Provide results of exit interviews to HR for
  review and analysis.
• With oversight from the Branch Manager,
  manage direct reports’ attendance levels, including approval of leave.
  Compile monthly absence statistics (annual leave, sick leave, family
  responsibility leave, maternity leave, study leave etc), and submit to HR
  for record keeping.
• Directly responsible for discipline –
  With input from the Branch Manager, initiate misconduct or incapacity
  charges, follow Barclays discipline processes together with HR and an
  independent chairperson. Build the case files where required.
• Ensure that team members own and manage
  customer queries and complaints by taking ownership and resolving in a
  timely manner. Act as the escalation point for their unresolved queries
  and complaints.
• With oversight from the Branch Manager,
  motivate staff and ensure they are recognized through the Barclays Africa
  recognition schemes.
• With oversight from the Branch Manager,
  create an empowering environment for branch staff, encouraging individual
  ownership and initiative.

• Print and review daily systems reports.
  Allocate report sections to the correct departments for follow-up.
• Reconcile internal and Profit & Loss
  accounts and submit to branch manager for sign-off.
• Monitor daily cashier differences by
  reviewing the systems reports and raising any issues identified with the
  Regional Operations Manager.
• Compile a monthly summary of the cash
  differences for the Regional Operations Manager and
  Branch Manager.
• Act as third checker for cash entering
  or leaving the branch. Cash is primarily handled by Cash/ATM Custodians –
  the BOM only performs a support function.
• Act as Primary key holder to the vault,
  branch , and ATMs
• On a daily basis, check stock
  reconciliations for all account items as completed by individual Inquiries
  Advisors. Escalate any differences to the Regional Operations Manager
  immediately
• Allocate snap checks to all branch
  staff.
• Collate snap check results and provide
  information, including recommended remediation      to
  the Regional Branch Operations Manager with sign off the Branch Manager.
• Follow-up on implementation of
  remediation.
• Hold keys for safe custody boxes when
  customers deposit or retrieve items, together with the Retail Support
  person. Receive from or release safe custody items to customers as
  required.
• Take responsibility for all returned
  mail and telephonic follow up with customer to get a new address or flag
  the account to ensure that customer provides a new address when they next
  contact the bank.
• Interface with the Regional Branch
  Operations Manager during their preparation for bi-annual branch visits.
  Highlight any rigour training requirements and provide documentation to
  assist with their control checks.
• Present formal training to branch staff
  on rigour topics in conjunction with from Branch Manager
• Conduct regular quality checks on all
  processes, focusing on transactions with high financial levels and
  operational risks of the process, including Branch Crisis Management,
  systems, reviewing control reports, etc.

• Authorize cashier transactions above the
  Retail Support limits.
• Resolve customer queries escalated from
  anywhere in the branch and those received directly – direct enquiries are
  received primarily by telephone as the Branch Operations Manager is not in
  the frontline.
• Resolve pay/no pay decisions above the
  transaction limit of the Retail Support and coach them on decisions which
  they are not yet comfortable to make.
• Where applicable, complete branch
  callover procedures. 

• Together with the Branch Manager,
  Conduct monthly query and complaint trend analysis and create action plans
  to prevent recurring issues.
• Ensure all customer contact points in
  the branch, including equipment (PCs, printers, notes counters, ATM’s,
  etc.) are of the highest service standard. ATM uptime has to be kept
  within 95% and any issues should be raised to the Channel Manager at head
  office.
• Through effective banking hall
  management, and together with the Branch Manager, ensure that customers
  are directed to the most appropriate service delivery channel to meet
  their need e.g. cashiers, drop boxes ATM’s etc.
• Manage remote and manual authorizations,
  by assigning responsibility for authorizers, and personally authorizing
  high-value transactions, to ensure efficient counter service.
• Interact regularly with internal service
  providers (e.g. Operations, KYC Helpdesk) to ensure fast and efficient
  service to customers.

• Even though the Branch Operations
  Manager may not be the cost centre owner directly, the incumbent is
  responsible for strict cost management in that branch i.e. reviewing all
  service provider quotations before the work can proceed. In addition, the
  branch operations manager is expected to conduct detailed analysis, on a
  monthly basis, of the following cost elements:
• Overtime approvals of direct reports
  (with oversight from Branch Manager)
• Equipment maintenance
• Stationary consumption/telephones etc.
• Sundry losses
• Staff costs
• Active involvement and accountability
  for making purchase/ refund business decisions within set limits e.g.
  Sundry loss, Potential Loss Accounts (PLA), customer refunds. Can
  recommend release of deceased funds within predetermined limit.

• Walk through the branch (front and back
  office) to determine whether there are any maintenance requirements to
  furniture, fixtures, premises or equipment.
• Liaise with third party providers
  (including suppliers, security, cleaners) to ensure adherence to SLAs and
  to obtain quotations for maintenance. Refer quotations received to the
  Branch Manager for approval and signoff. Interface with
  premises/procurement where guidance is required.
• Receive invoices for third party service
  provider payments for the branch. Check and collate invoices for Branch
  Manager sign off before sending to Accounts Payable for payment.
• Obtain expense actuals from financial
  control on a monthly basis, compare against budgets and provide exception
  reports to the Regional Branch Operations Manager and the Branch Manager
  for action as well as summary reports to include in the performance
  dashboard reports.
• Compile a monthly report on cashier
  productivity by collating daily systems data and provide an overall
  summary to Regional Branch Operations Manager and the Branch Manager.
  Highlight any exceptional under or high-performance.
• Provide feedback on the performance or
  service delivery of external service providers (such as courier service,
  cleaning service etc) to the area manager and head office sourcing, to
  assist them with future contracts.

• Act as one of two systems administrators
  for password resets and user maintenance.
• Report all branch systems failures to
  local IT helpdesk conduct systems checks as directed by IT and ensure any
  unresolved issues are taken up by IT. Escalate outstanding issues to the
  RBOM when required.

• The applicant should be a Graduate or
  relevant experience to compensate
• A minimum of two to three years’
  experience in a banking hall environment in multiple functions
• Possess relevant diploma and degree
• Internal audit experience in a retail
  banking environment 
• The candidate should possess High level
  of working knowledge of all the Bank’s retail products, procedures and
  policies.
• Thorough understanding of all Branch
  Operational processes.
• Detailed knowledge of all the bank’s
  branch systems.
• Understanding of Barclays Branch
  Operations structure and interface with other functions.
• Good understanding of Risk and Credit
  policies and procedures.
• Detailed understanding of people
  policies and procedures. 
• Some knowledge of audit process
• Excellent communication skills both
  verbal and written
• Listening and questioning skills
• Attention to detail
• Good analytical skills
• PC skills

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