Job Title: Branch Manager Mbale – 00182590
Organisation: Barclays Bank UK
Duty Station:
Uganda
Uganda
Reports to: Regional Manager
About Barclays UK:
Barclays is a
British multinational banking and financial services company headquartered in
London. It is a universal bank with operations in retail, wholesale and
investment banking, as well as wealth management, mortgage lending and credit
cards. It has operations in over 50 countries and territories and has around 48
million customers. As of 31 December 2011, Barclays had total assets of US$2.42
trillion, the seventh-largest of any bank worldwide.
British multinational banking and financial services company headquartered in
London. It is a universal bank with operations in retail, wholesale and
investment banking, as well as wealth management, mortgage lending and credit
cards. It has operations in over 50 countries and territories and has around 48
million customers. As of 31 December 2011, Barclays had total assets of US$2.42
trillion, the seventh-largest of any bank worldwide.
Job Summary: The Barclays Branch Manager will primarily
drive and deliver exceptional retail business performance, through the
provision of efficient business management, powerful leadership, team
development and achievement of operational rigour excellence in branches with
up to 25 staff members or branches with single customer categories.
drive and deliver exceptional retail business performance, through the
provision of efficient business management, powerful leadership, team
development and achievement of operational rigour excellence in branches with
up to 25 staff members or branches with single customer categories.
Key Duties and Responsibilities:
1. Business
Management: 40%
Management: 40%
Business
and Sales Management:
and Sales Management:
- Agree targets and take accountability for the overall achievement of
Retail performance objectives for the branch in terms of: Employee
Satisfaction, Customer experience, Sales growth and income contribution,
Cost performance, Risk and rigour management
Budget
accountability:
accountability:
- 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, sundry losses, staff costs , stationary
consumption/telephones etc. - 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.
Brand,
product and business proposition:
product and business proposition:
- Provide clear guidance to branch staff on the Barclays Retail
business objectives, translating and prioritizing into business
performance measures at branch level. - Intuitively understand and provide clear direction to the branch
based on market analysis of local area consumer trends and competitor
offerings. - Ensure that merchandising materials are displayed in accordance with
guidelines. - Brief staff on promotional and product launches; provide regular
feedback on sales performance. - Establish key relationships with key clients or business influencers
in the local area, including client entertainment within budget limits set
by the Area manager. - Technically support product specialists and the direct sales team in
marketing of group schemes and other corporate products to local
businesses. - Review balanced score card statistics – rotate responsibility for
collecting statistics between team members e.g. leave, KYC results,
accuracy, counter & sales statistics etc. - 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.
Controls
Management:
Management:
- Ensure compliance and adherence to 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.
- 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. - 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 - Responsible for Systems administration (user maintenance) in
conjunction with the Branch Operations Manager.
2. People
Management: 30%
Management: 30%
- 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. - Oversee 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.
3. Customer
Service: 25%
Service: 25%
- 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 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 - Ensure 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.
4. Community:
5%
5%
- 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
Qualifications, Skills and Experience:
- The ideal Barclays candidate must be a graduate or possess relevant
experience to compensate - A minimum of three years’ retail supervisory experience
- Comprehensive knowledge of the full Barclays Retail product set,
Local Business services and an overview of Corporate Business services,
including Treasury. - Deep understanding of technical support systems e.g. Brains, WinFos
- Working 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
- Abreast with latest competitor and market activity in local area
- People Management skills
- Excellent coaching and training skills
- Strong communication and Presentation skills
- Skills in Business Management/Financial Management
- Performance Management skills and abilities
- Resource Management skills
- Skills in cultural and Change Management
- Excellent planning skills
- Good PC Skills
- Decision-making skills
How to Apply:
If you feel
challenged by any of the above positions, and believe you can deliver on key
deliverables as outlined above, upload your application letter, current curriculum
vitae and photocopies of academic certificate to our recruitment website detail
below:
challenged by any of the above positions, and believe you can deliver on key
deliverables as outlined above, upload your application letter, current curriculum
vitae and photocopies of academic certificate to our recruitment website detail
below:
Barclays is an equal
opportunity employer that recruits, develops and promotes people on merit, and
rewards outstanding performance, regardless of background and gender.
opportunity employer that recruits, develops and promotes people on merit, and
rewards outstanding performance, regardless of background and gender.
For queries contact
us on 0417122453 or email: [email protected]
us on 0417122453 or email: [email protected]
Deadline: 13th
November, 2014
November, 2014
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