The Ugandan Jobline

• Authorize cashier
  transactions above the Branch 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.
• Complete branch call over
  procedures.
• Carry out snap checks as
  assigned
• Hold keys for safe
  custody boxes, act as second custodian when customers deposit or retrieve
  items together with the Branch Coordinator. Receive or release safe
  custody items to customers as required.
• Monitor daily cashier
  differences by reviewing the systems reports and raising any issues
  identified with the Operations Manager/Officer.
• Compile and submit monthly
  summary of the cash differences for the Branch Operations Manager/Officer.
• Ensure adherence and
  compliance to KYC requirements
• Submission of periodic
  data(MI Dashboard, branch and ATM cash positions) and other ad hock
  reports
• Maintain daily controls
  checklist
• Adhere to BOPM for all
  processes
• Adhere to the Records
  Management policy

• Drive the Leads and FX
  strategy for the tellers
• Receive, open and sort
  internal mail not marked confidential and deliver to the relevant area for
  follow-up action.
• Ensure that all outgoing
  mail from the branch is collected by the external provider daily. Follow
  up with the provider when items are not collected as per schedule.
• Complete
  monthly/quarterly/yearly returns for signoff by branch Operations manager.
  Returns include leave, cashiers productivity, business continuity, aged
  analysis, check book returns and others as required.
• Rigorously interact
  regularly with internal service providers (e.g. KYC Helpdesk, Operations
  Processing Centre, Loans Processing Centre) to ensure fast and efficient
  service to customers.

• Regularly discuss and
  review direct reports performance, development, training and resourcing
  issues with the Branch Operations Manager
• Build and develop a high
  performing team through embedding performance development, coaching and
  feedback to direct reports in order to develop them
• Oversee End-to- End
  Performance Development process of Direct reports
• Determine and manage
  Training Needs Analysis and Succession plans for direct reports
• Work closely with the
  Branch Operations Manager to managing resource requirements in the
  tills. 
• Review patterns of staff
  attendance, based on monthly absence statistics (annual leave, sick leave,
  family responsibility leave, maternity leave, study leave etc.).
• Sign off leave requests
  received from direct reports and ensure Branch Operations Manager is aware
  of all planned leave. 
• Initiate discipline
  charges when required and escalate to the Branch Operations Manager for
  further action.
• Deputize the Branch
  Operations Manager when called upon.

• Act as the key point of
  contact for escalating all back office inquires to the relevant operations
  department and tracking turn-around time on resolution.
• Sort mail coming from customers
  and handover all mail containing complaints to the Banking Hall Executive
  for further follow-up.
• Respond in writing to
  inquires only (not complaints or claims) where required using standard
  templates. All complaints are referred to the BOM/CTL for response. Fraud
  and claims issues need to referred to the branch manager.
• Process all queries on
  dormant accounts through interfacing with operations as no information on
  dormant accounts is available in the branch.
• Receive customer
  instructions   from the tellers  and process.
• 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.
• Work in liaison with the
  BOM/CTL and 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,

• Identify community
  initiatives to become involved in and support as part of Barclays
  community initiatives (such as Make a Difference Day, Local community initiative,
  Financial Literacy)
• Promote community agenda
  within the branch to build pride within colleagues and customers
• Perform any other duties
  as assigned from time to time.

• The prospective Barclays
  employee must hold a High school diploma with Math and English passed at a
  higher grade
• At least two to three
  years’ experience in a banking hall environment in multiple functions will
  be highly advantageous
• The ideal candidate
  should have a high level of working knowledge of all the Bank’s retail
  products, procedures and policies
• Some knowledge of branch
  processes and customer service will be highly preferred.
• Past internal audit
  experience in a retail banking environment
• Excellent communication
  skills especially verbal
• Listening and questioning
  skills
• Good PC keyboard skills
• Good telephone skills

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