Job Title: Branch Operations Manager
Organisation: ABSA Bank Uganda
Duty Station: Arua, Uganda
About Organisation:
Absa Group Limited (formerly Barclays Bank UK) is a diversified standalone African financial services group, delivering an integrated set of products and services across personal and business banking, corporate and investment banking, wealth, investment management and insurance. Absa Group Limited is listed on the JSE and is one of Africa’s largest diversified financial services groups with a presence in 12 countries across the continent and around 41 000 employees
Job Summary: To act as the primary coordinator in the branch for all operational and administrative activities i.e. therefore support the Branch Manager in daily operational activities in the branch.
Key Duties and Responsibilities:
Operational Rigor and Compliance 40%
- Print and review daily systems reports. Allocate report sections to the correct departments for follow-up.
- Reconcile internal and P&L accounts and submit to branch manager for sign-off.
- Monitor daily cashier differences by reviewing the systems reports and raising any issues identified with the Branch Manager.
- Compile a monthly summary of the cash differences for the Branch Manager.
- Act as third checker for cash entering or leaving the branch. Cash is primarily handled by Cash/ATM Custodians – the Branch Coordinator only performs a support function.
- Act as second key holder to the vault as an alternate as required.
- On a daily basis, check stock reconciliations for all account items as completed by individual Inquiries Advisors. Escalate any differences to the Branch Manager immediately.
- Allocate snap checks to branch staff.
- Collate snap check results and provide information to the Branch Manager including recommended remediation.
- Follow-up on implementation of remediation.
- Hold keys for safe custody boxes to act as second custodian when customers deposit or retrieve items, together with the Retail Support person. Receive from or release safe custody items to customers as required(where applicable)
- Receive all returned mail, do a telephonic follow up with customer to get a new address or flag the account to ensure that customer provides a new address when they next contact the bank.
- Interface with the Retail Operational Support person from Head Office during their preparation for bi-annual branch visits. Highlight any rigour training requirements and provide documentation to assist with their control checks.
- Occasionally present formal training to branch staff on rigour topics.
- Reconcile internal and P&L accounts and submit to branch manager for sign-off.
- Monitor daily cashier differences by reviewing the systems reports and raising any issues identified with the Branch Manager.
- Compile a monthly summary of the cash differences for the Branch Manager.
- On a daily basis, check stock reconciliations for all account items as completed by individual Inquiries Advisors. Escalate any differences to the Branch Manager immediately.
- Collate snap check results and provide information to the Branch Manager/Area Operations Manager including recommended remediation.
- Ensure procedures of plastic cards and pin are followed.
- Ensure risk events raised in your branch are handled and closed within SLA.
- Completion of Mandatory Risk Awareness Training (RAT) e.g. KYC, STM, Code of Conduct, IT Policy.
- Ensure compliance on COMPLIANCE ALERT on the Group’s Sanction policy.
- Staff Quarterly Circulation – Compliance policies.
- Code of Conduct, BCM and IT Policy.
- Authorize cashier transactions above the Retail Support limits.
- Resolve pay/no pay decisions above the transaction limit of the Retail Support and coach them on decisions which they are not yet comfortable to make.
- Where applicable, complete branch call over procedures.
- Act as one of two systems administrators for password resets and user maintenance.
- Report all branch systems failures to local IT helpdesk conduct systems checks as directed by IT and ensure any unresolved issues are taken up by IT. Escalate outstanding issues to the Branch.
- “Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.”
Business and Sales Management: 15%
- Deputize the Branch Manager and handle all business related matters in the absence of the Manager
- Champion the Leads sales drive of the operations team in the branch.
- Obtain expense actuals from financial control on a monthly basis, compare against budgets and provide exception reports to the Branch Manager for action as well as summary reports for the Branch Manager to include in their performance dashboard reports.
- Compile a monthly report on cashier productivity by collating daily systems data and provide an overall summary to branch manager. Highlight any exceptional under or high-performance.
- Regularly walk through the branch (front and back office) to determine whether there are any maintenance requirements to furniture, fixtures, premises or equipment.
- Liaise with third party providers (including suppliers, security, cleaners) to ensure adherence to SLAs and to obtain quotations for maintenance. Refer quotations received to the Branch Manager for approval and signoff. Interface with premises/procurement where guidance is required.
- Receive invoices for third party service provider payments for the branch. Check and collate invoices for Branch Manager sign off before sending to Accounts Payable for payment.
People Management 30%
- Outputs:
- Work closely with the Branch Manager as a key member of the branch leadership team
- Regularly discuss and review staff performance, development, training and resourcing issues with the Branch Manager
- Build and develop a high performing team through embedding performance development and coaching. Ensure that Direct reports provide regular coaching and feedback to their teams in order to develop them.
- Manage End –to End Performance Development process of Direct reports
- Determine and manage Training Needs Analysis and Succession plans for direct reports and ensure they do the same for all their staff.
- Effective resource Management/planning that reflect current and future business requirements, ensuring that the correct balance of numbers, skills and experience, by playing an active role in recruitment and exits. Work closely with the Branch Manager to managing resource requirements.
- Review patterns of staff attendance, based on monthly absence statistics (annual leave, sick leave, family responsibility leave, maternity leave, study leave etc.).
- Sign off leave requests received from direct reports and ensure Branch Manager is aware of all planned leave.
- Initiate discipline charges when required. Follow the discipline process, together with HR.
- Perform any other duties as assigned from time to
Provision of Customer Service-15%
- Outputs:
- Deliver a fast and friendly service to customers through effective and efficient operations
- Ensure that the customer experience within the counter area is optimised, including overseeing queue issues and teller speed / service performance
- Dealing with customer queries on cards and Telegraphic transfers as per the SLA
- Ensure adherence to Group Minimum Standards for Complaints Handling Version 5 (GMS5) & Annual accreditation on complaints Handling.
- Ensure proper filing is in place to fasten queries raised by customers i.e. Schedules to various bank centres, recording registers , copies of requisition done e.t.c.
- Adherence to (a) Group Customer Complaints Policy 2008 & (b) Absa Africa Complaints Management Policy and procedures
- Where need be support the CTL to resolve customer queries received directly in the branch
- Community
- Outputs:
- Be involved in local community events and networking opportunities (e.g. clubs, meetings, business associations)
- Identify community initiatives to become involved in and support as part of Absa 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.
Qualifications, Skills and Experience:
- 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 , Expertise & Qualification:
- Essential
- 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 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.
- First degree or diploma or relevant experience in a front-line banking sales/marketing/service environment
- Preferred
- Some knowledge of audit process
- Key Learning and Development Features
- Understanding and Implementing all the principles of the Customer Service Revolution
- Becoming the technical expert on the contents of the Skills Workbook to the level where branch staff can be coached on its content
How to Apply:
All suitably qualified and interested candidates who wish to join ABSA Group in the aforementioned capacity should apply online at the link below.
Deadline: 10th December 2025
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Level of Education: bachelor degree
Work Hours: 8
Experience in Months: no experience required