The Ugandan Jobline

• Own customer queries and complaints around account opening, loans
  and card applications and resolve in a timely manner. Escalate any
  unresolved queries, or queries not resolved in a short period of time to
  the Prestige Branch Manager.
• Build relationships with internal service providers (Operations and
  KYC Helpdesk) to ensure a quick turnaround time of escalated queries and
  complaints.
• Direct customers to the appropriate delivery channel to meet their
  needs e.g. cashiers, drop boxes, ATM etc.
• Advise customers as soon as cheque books, cards and other account
  items are ready for collection. Follow up with customers that have not
  collected the items within a reasonable time.
• Advise customers as soon as new loans are approved and encourage
  draw-downs on the new loans.
• When the branch is busy walk the queues- resolve quick inquires and
  direct customers to the correct counters.
• Restocks merchandising materials (pamphlets, forms) in the Prestige
  Branch and advise the Branch Manager if supplies are running low.

• Participate in specific product campaigns by ensuring that the
  products are explained to customers.
• Agree, meet and exceed targets for specific sales campaigns.
• Maintain own sales performance statistics for management information
  usage.
• Own and manage personal product & channel sales targets to
  contribute towards the outlet sales objectives.
• Refer to the appropriate area of delivery for specialist product
  help or advice (e.g. Schemes or Home Loans) when uncertain about the
  product delivery or application process. Respond directly to the customer.
• Build effective relationships with branch staff to ensure that
  non-sales staff refer customers to the Personal Banker when they identify
  a particular product or service need.
• In integrated branches, build effective relationships with Customer
  Advisors to ensure that they refer standard customers who become eligible
  for Prestige products and services.
• Complete account opening documentation together with customers and
  submit to the Branch Manager for review before submitting to operations
  for processing.
• When selling loans to Retail prestige customers, complete the
  financial analysis and statement review on customer accounts. Where
  customers do not meet the minimum criteria, advise the customer, verbally
  or in writing as the customer requires. Report such denials to the Branch
  Manager on a daily basis.
• Call customers when their accounts have been opened, generate
  welcome pack letters and send to customers.

• Work closely with the Branch Manager/BOM, open and close Cashier
  tills at the beginning and end of each day.
• Authorise cashier transactions above their teller limits when called
  upon.
• Act as cash custodian for the Branch. This involves checking cashier
  cash levels throughout the day, restocking cashiers or repatriating excess
  funds, and reordering cash from the external provider based on daily
  limits as set out.
• Perform any other duties as assigned.

• Own customer queries and complaints around account opening, loans
  and card applications and resolve in a timely manner. Escalate any
  unresolved queries, or queries not resolved in a short period of time to
  the Prestige Branch Manager.
• Build relationships with internal service providers (Operations and
  KYC Helpdesk) to ensure a quick turnaround time of escalated queries and
  complaints.
• Direct customers to the appropriate delivery channel to meet their
  needs e.g. cashiers, drop boxes, ATM etc.
• Advise customers as soon as cheque books, cards and other account
  items are ready for collection. Follow up with customers that have not
  collected the items within a reasonable time.
• Advise customers as soon as new loans are approved and encourage
  draw-downs on the new loans.
• When the branch is busy walk the queues- resolve quick inquires and
  direct customers to the correct counters.
• Restocks merchandising materials (pamphlets, forms) in the Prestige
  Branch and advise the Branch Manager if supplies are running low.

• Ensure accuracy of each new account application, loan document,
  Barclaycard application and bank account mandate change. Personal Bankers
  are held personally accountable for accuracy and quality of these and
  supporting documents that they complete and submit.
• Achieve operational rigour excellence in all aspects of procedures
  and processes personally undertaken to ensure green audit.
• Follow the Retail end to end account opening ensuring new accounts
  are authorized and KYC compliant. Escalate any items that exceed the
  agreed service level time lines or where there are unresolved KYC
  requirements, to the Branch Manager.
• Comply with all general Barclays operational risk & rigour
  requirements e.g. KYC and anti-money laundering regulations.
• On occasion, assist the Branch Manager to open and close cashier
  tills at the beginning and end of each day.
• Conduct snap checks as allocated by the Branch 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.”

• The ideal candidate for the Barclays Bank Branch Operations Officer
  should hold a first degree or diploma or relevant experience in a
  front-line banking sales/marketing/service environment
• Competitor product sales experience
• Some knowledge of competitor products and services offered to high
  net-worth customers.
• Excellent planning & organization skills
• Very strong communication skills, both verbal and written
• Questioning skills
• Good PC skills
• Good numeracy & analytical skills
• Networking
• Good selling/influencing skills
• Presentation skills
• Listening skills
• Knowledge of the Bank’s products, services and policies including
  standard tariffs.
• A good understanding of overall Retail goals & objectives,
  including the branch’s objectives growth of sales, cost control and income
  contribution
• A thorough understanding of the sales process
• A working knowledge of the procedure manuals
• A good working knowledge and understanding of relevant legislation
  e.g. KYC, Anti-Money laundering, banking code, service standards, health
  & safety standards etc
• A thorough knowledge of the bank’s internal departments, systems
  & procedures as well as risk & rigour requirements

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