The Ugandan Jobline

• Print and review daily
  systems reports. Allocate report sections to the correct departments for
  follow-up.
• Reconcile internal and
  P&L 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 Branch Manager.
• Compile and submit
  monthly summary of the cash differences for the Branch Manager.
• Act as third checker for
  cash entering or leaving the branch. Cash is primarily handled by Cash/ATM
  Custodians – the Branch Coordinator only performs a support function.
• Act as second key holder
  to the vault as an alternate as required.
• On a daily basis, check
  stock reconciliations for all account items as completed by individual
  Inquiries Advisors. Escalate any differences to the Branch Manager
  immediately.
• Allocate snapchecks to
  branch staff.
• Collate snapcheck results
  and provide information to the Branch Manager including recommended
  remediation.
• Follow-up on the
  implementation of remediation.
• Hold keys for safe
  custody boxes to act as second custodian when customers deposit or
  retrieve items, together with the Retail Support person. Receive from or
  release safe custody items to customers as required.
• Receive all returned
  mail, do a 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 Retail
  Operational Support person from Head Office during their preparation for
  bi-annual branch visits. Highlight any rigour training requirements and
  provide documentation to assist with their control checks.
• Occasionally present
  formal training to branch staff on rigour topics.
• 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 Coordinator 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 call over procedures.

• Induct, develop and support
  a high performing front line team through embedding performance
  development and coaching to drive customer service. Ensure that team
  members receive coaching and feedback in order to develop to achieve the
  customer service agenda.
• Review and analyze service
  measurement scores and agree actions to improve with branch team.
• Motivate colleagues and
  ensure they are recognized through the Barclays Africa recognition schemes
• Pursue your own
  development to increase personal effectiveness and acknowledge strengths
  and areas of development.
• Organize Monthly meetings
  with the branch team to provide holistic feedback on Service performance
  and meet regularly with Line Manager/key stakeholders to discuss new
  developments, issues arising and any relevant team matter.
• Ensure that our people
  and service they provide become and continue to be the winning
  differentiator.
• In a way, the Branch
  Operations Manager will lead, be a role model for your colleagues, do
  things whole heartedly; communicate with passion and embrace change as a
  way of working.
• Manage daily attendance
  levels within the branch in accordance with HR policies.
• Provide honest, direct
  and constructive feedback to others.
• Own and manage the
  customer queries and complaints end to end process, resolving and responding
  to customer issues in a timely manner as per policy guidelines to ensure
  the provision of seamless world class customer service.
• Continuously measure and
  monitor agreed Service Standards by completing and maintaining a balanced
  score card for the branch e.g. Account opening/Loan TAT, complaints
  handling, mystery shopping, survey statistics, cheque book processing, ATM
  processing, Queue time etc.
• Analyze and review
  performance MI to assist in evaluating the efficiency of the team an
• Monitor the changing
  needs of the customers, liaising with internal and external customers to
  identify areas of improvement and make recommendations for service
  improvements and implementing those improvements to the satisfaction both
  internal and external customers.
• Come up with and
  effectively roll out initiatives to improve the customer’s experience,
  create customer retention & loyalty and Teams’ business performance.

• At least once a week,
  walk through the branch (front and back office) to determine whether there
  are any maintenance requirements to furniture, fixtures, premises or
  equipment.
• Work closely 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 signoff 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 Branch Manager for action as well as
  summary reports for the Branch Manager to include in their performance
  dashboard reports.
• Compile a monthly report
  on cashier productivity by collating daily systems data and provide an
  overall summary to branch manager. Highlight any exceptional under or
  high-performance.
• 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 Branch Manager when required.
• Work with the team to
  achieve set sales & service objectives through in-branch business
  development activities, effective Banking Hall management; proactive
  customer interaction and providing feedback to the team.
• Ensure that merchandising
  materials are displayed in accordance with TCF guidelines monitor stock
  levels and feedback requirements to respective Merchandising Coordinator.
  Brief Staff on promotional and product launches; provide regular feedback
  on customer responses and reactions.
• Make sure that the look
  and feel of the branch is up to Barclays’ standards and engage respective
  stakeholders for remedial actions where branch is not compliant.
• Through effective banking
  hall management ensuring that customers are directed to the most
  appropriate service delivery channel to meet their needs; provide leads as
  per targets agreed with Branch Manager to improve business performance.

• Provide cover for Branch
  Manager when required.
• Provide honest, direct and
  constructive feedback to others to achieve exceptional service and
  business performance.
• Share knowledge,
  experience and best practice with team members and colleagues within the
  business.
• Work cross functionally
  with the key service providers/stakeholders to ensure seamless service to
  customers.

• Be involved in local
  community events and networking opportunities (e.g. clubs, meetings,
  business associations)
• 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)
• Link community
  initiatives to both business opportunities and colleague events
• Promote community agenda
  within the branch to build pride within colleagues and customers
• Perform any other duties
  as assigned from time to time.

• The ideal candidate must
  have completed 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
• The candidate should have
  a high level of working knowledge of all the Bank’s retail products,
  procedures and policies
• Extensive understanding
  of all Retail operational processes
• Detailed knowledge of all
  the bank’s branch systems
• Some knowledge of audit
  process is highly desirable
• Prior Internal audit
  experience in a retail banking environment
• Excellent communication
  skills both verbal and written
• Good listening and
  questioning skills
• Keen eye for detail
• Excellent analytical
  skills
• Good PC skills

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