Customer Service Jobs – Branch Manager – Barclays Bank UK

Job Title:    Branch Manager
Organisation: Barclays
Bank UK
Duty Station: Fort
Portal, Uganda
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 potential.
  • Oversee  the End-to-End  PD
  • 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
  • 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
  • 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.
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
  • 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
  • In charge of developing the external
    market and community profile needed to maximize the local marketing
  • 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
  • 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
  • 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
  • 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
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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latest jobs, please visit http://www.theugandanjobline.com or
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