Customer Service Career Jobs - Branch Manager Iganga at Barclays Bank UK

Organisation: Barclays Bank

UK

Duty Station: Iganga, Uganda

Reports to: Regional

Manager

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:

1.

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 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.

·        
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 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.

·        
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.”

4.

Financial Management Control and Analysis:

·        
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.

·        
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, Sybrin

·        
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)

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.

For queries

contact us on 0417122453 or email: barclays.uganda@barclays.com

Deadline:  1st April 2016