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• Accountable for achieving
  annual sales targets as cascaded from the Area Manager. Monitoring of
  progress towards achieving targets is done on a regular basis, at least
  monthly.
• The Branch manager is
  also responsible for maintaining a healthy balance sheet in the branch
  i.e. ensuring the assets on the books of the branch are performing to
  expected standards, that low quality assets are kept to a minimum and that
  the earnings contribution of the branch is within acceptable levels.
• Even though the branch
  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 manager is expected to conduct detailed analysis, on a monthly
  basis, of the following cost elements: Overtime approvals, equipment
  maintenance, Stationary consumption/telephones etc, Sundry losses, Staff
  costs
• Responsible for the active
  involvement and accountability for making purchase/ refund business
  decisions within set limits e.g. Sundry loss, Potential Loss Accounts
  (PLA), customer refunds. Can approve release of deceased funds within
  predetermined limit.

• Offer translating and
  prioritizing into business performance measures at branch level.
• Understand and provide
  clear direction to the branch based on market analysis of local area
  consumer trends and competitor offerings.
• Make sure that
  merchandising materials are displayed in accordance with guidelines.
• Brief staff on
  promotional and product launches; provide regular feedback on sales performance.
• Establish relationships
  with key clients or business influencers in the local area, including
  client entertainment within budget limits set by the Area manager.
• Support product
  specialists and the direct sales team in marketing of group schemes and
  other corporate products to local businesses.
• Offer 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.

• Ensure compliance with
  operations risk and rigour requirements e.g. Health & Safety
  standards, security of premises, KYC and Anti-Money Laundering measures.
• Ensure that all staff in
  the branch adhere to all Barclays Information Security policies and
  procedures through regular communication to staff and spot checks.
• Review results of snap
  checks and progress on action plans.
• Carry out 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.
• Ensure that all Barclays
  Africa procedures are followed through regular communication to staff and
  spot checks.
• Report all incidents
  within the branch in line with the bank’s incident reporting procedures
• Systems administration
  (user maintenance) in conjunction with the Branch Operations Manager.

• Build and develop a high
  performing team through embedding performance development and coaching.
  Ensure that team members receive coaching and feedback in order to develop
  to achieve their maximum potential.
• Manage the
  End-to-End  PD process
• Recommend reward
  allocations for all branch staff, including bonus and pay increases.
• Determine and manage
  Training Needs Analysis and Succession plans for all direct reports.
• Responsible for hiring
  team members based on short-lists of candidates compiled by HR.
• Responsible for
  conducting exit interviews for all employee-initiated departures from the
  bank. Provide results of exit interviews to HR for review and analysis.
• Oversee staff 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 – initiate misconduct or incapacity charges, follow Barclays
  discipline processes together with HR and an independent chairperson.
  Build the case files where required.
• Motivate staff and ensure
  they are recognized through the Barclays Africa recognition schemes.
• Create an empowering
  environment for branch staff, encouraging individual ownership and
  initiative.
• Deliver powerful
  communications with branch colleagues to ensure they understand the vision
  and goals of the company and of your branch.  This will include running team meetings,
  morning huddles, one to one meetings and written communications
• Create and maintain a succession
  plan for the branch
• Create an empowering
  environment for branch staff, encouraging individual ownership and
  initiative
• Offer mentoring and
  development opportunities for members of the branch team.
• Provide cover for Branch
  Managers at other outlets when required.
• Provide honest, direct
  and constructive feedback to others.
• Deputize for Regional
  Manager if required.
• Share knowledge experience
  and best practice with team members and other branch managers.

• The Branch Manager will
  be accountable for the delivery of outstanding customer experience through
  service and sales within their branch
• Regularly present in the
  banking hall speaking to customers and understanding their questions and
  needs
• Monitor the customer
  satisfaction results of the branch collected through various methods
  (surveys, touchpads etc).  Establish
  targets for improvement and action plans to ensure customer satisfaction
  is continually improving.
• Ensure that all branch
  staff 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.
• Build and grow relationships
  with key customers, clients and businesses within the branch locality
• Understand fully the
  Barclays product on offer, and makes suggestions to product teams around
  changes and enhancements to products. 
  
• Implements new product
  sets with assistance from specialist product managers and ensures all
  staff are fully aware and knowledgeable about product features and
  benefits
• Drive customer focused
  behaviour in the branch by role modelling great customer service
• Make sure that
  merchandising materials are displayed in accordance with guidelines and is
  useful to customers
• Review and provide
  feedback on SLA’s with internal service providers
• Through effective banking
  hall management 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.
• Interview all customers
  who want to close their accounts because of poor service or high tariffs
  to determine the root cause and to attempt to retain.

• Be involved in local
  community events and networking opportunities (e.g. clubs, meetings,
  business associations)
• Developing the external
  market and community profile needed to maximize the local marketing opportunity
  
• 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

• The ideal candidate must
  be a graduate or possess relevant experience to compensate
• A minimum of three years’
  Retail supervisory experience
• Comprehensive
  understanding and knowledge of the full Barclays Retail product set, Local
  Business services and an overview of Corporate Business services,
  including Treasury.
• Good understanding of
  technical support systems e.g. Brains, WinFos
• Detailed knowledge and
  understanding of Barclays Retail strategy, operating structure and
  interface with other functions
• Good understanding of
  Risk and Credit policies and procedures
• Detailed understanding of
  people policies and procedures
• Up to date knowledge of
  competitor and market activity in local area Preferred
• People Management skills
• Good coaching and
  training skills
• Strong communication and
  Presentation skills
• Excellent business
  Management/Financial Management skills
• Good Performance
  Management skills
• Skills in Resource
  Management
• Cultural and Change
  Management skills/ abilities
• Good Planning /
  organizational skills
• Good PC Skills
• Excellent decision-making
  skills

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