Organisation: Barclays Bank UK
Duty Station: Busia, 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: 13th April
2016
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