The Ugandan Jobline

• 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.
• Manage 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.
• 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.
• 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
• 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.
• Deputize for Regional Manager if required.
• Share knowledge experience and best practice with team members and
  other branch manage.

• 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
• Drive 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.

• 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.
• 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
• 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.”

• 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 etc.
• 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.
• Citizenship Community 5%
• 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 candidate for the Barclays Bank Branch Manager job should
  hold a first degree or diploma or relevant experience in a front-line
  banking sales/marketing/service environment
• Three years of retail supervisory experience
• Competitor product sales experience and Operational Awareness
• In-depth knowledge of the full Barclays Retail product set, Local
  Business services and an overview of Corporate Business services,
  including Treasury.
• An understanding of technical support systems e.g. Flexcube, Sybrin
• 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
• Resource management
• Brand and Leadership Development
• Performance Management
• Team building
• D&G
• Recruitment Skills
• PD Team Leader
• Sales management
• Conflict Management
• Time Management
• Effective Coaching
• Leading and Rewarding Performance
• Presentation skills
• Situational leadership
• Manpower planning
• Managing for Value (Financial Management)

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