Branch Manager Customer Service Jobs – Barclays Bank UK

Job Title:    Branch Manager
Organisation: Barclays
Bank UK
Duty Station: Masindi,
Reports to: Regional
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:
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
  • 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.
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
  • 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
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.”
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.
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,
  • 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.
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