The Ugandan Jobline

• 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:
• 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:
• 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.

• 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.

• 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.

• 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
• Steer
  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.

• 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 Barclays candidate for the Branch Manager Job 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

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