Customer Service Jobs – Branch Manager Shauriyako at Barclays Bank UK




Organisation: Barclays Bank
UK
Duty Station: Kampala,
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
·        
Provide 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 Barclays Branch Manager
job placement 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
·        
Working 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
·        
Good team building skills
·        
Recruitment Skills
·        
PD Team Leader
·        
Skills in People Management
·        
Excellent coaching and training skills
·        
Strong communication and presentation skills
·        
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: 
21st September, 2015

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