Customer Service Jobs – Branch Manager – Hoima at Barclays Bank UK

Organisation: Barclays Bank UK
Duty Station: 
Hoima, 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.
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.
Key Duties and Responsibilities: 
1.
People 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
·        
Routinely
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.
·        
Manage
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.
·        
Actively
motivate subordinate 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.
·        
The
incumbent may need to deputize for Regional Manager if required.
·        
Share
knowledge experience and best practice with team members and other branch
manage.
2.
Customer 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 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
·        
Regularly
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.
3.
Control Management
·        
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.
·        
Regularly
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
·        
Ensure
that all activities and duties are carried out in full compliance with
regulatory requirements, Enterprise Wide Risk Management Framework and internal
Barclays Policies and Policy Standards. Understand and manage risks and risk
events (incidents) relevant to the role.
4.
Financial Management Control and Analysis
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, Stationary consumption/telephones, Sundry losses, Staff costs
·        
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.
5.
Community 5%
·        
Actively
participate in local community events and networking opportunities (e.g. clubs,
meetings, business associations)
·        
In
charge of 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
·        
Actively
promote community agenda within the branch to build pride within colleagues and
customers
Qualifications, Skills and
Experience: 
·        
The
ideal candidate for the Branch Manager career opportunity at Barclays should
preferably hold a First degree or diploma or relevant experience in a
front-line banking sales/marketing/service environment or possess relevant
experience to compensate
·        
A
minimum of three years’ Retail supervisory experience
·        
Knowledge
of Competitor product sales experience and Operational Awareness is an added
advantage.  
·        
The
incumbent for the Banking job must possess detailed knowledge of the full
Barclays Retail product set,
Local Business services and an overview of Corporate Business services,
including Treasury.
·        
Broad
understanding of technical support systems e.g. Flexcube, Sybrin
·        
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
·        
Working
knowledge of Brand and Leadership Development
·        
Team
building
·        
Recruitment
Skills
·        
PD
Team Leader
·        
Skills
in People Management
·        
Excellent
coaching and training skills
·        
Strong
communication and Presentation
·        
Business
Management/Financial Management
·        
Performance
Management skills
·        
Resource
Management
·        
Cultural
and Change Management
·        
Excellent
planning skills
·        
Good
PC Skills
·        
Decision-making
skills
·        
Sales
management skills
·        
Conflict
Management
·        
Time
Management
·        
Effective
Coaching
·        
Leading
and Rewarding Performance
·        
Presentation
skills
·        
Situational
leadership
·        
Manpower
planning
·        
Managing
for Value (Financial Management)
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:
Barclays is an equal 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: barclays.uganda@barclays.com
Deadline: 
9th July, 2015

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