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• Working
  with the branch managers and branch staff to achieve sales & service
  through in-branch business development activities and providing
  feedback to the branch managers on their performance.
• Build
  and develop a high performing team through embedding performance
  development and coaching.
• Ensure
  that branch managers in the area provide regular coaching and feedback to
  their teams in order to develop to them.
• Discuss
  and finalise Performance Development Plans and ratings for all branch
  managers in the area.
• Determine
  and manage Training Needs Analysis and Succession plans for Branch
  Managers and ensure they do the same for all their staff.
• May
  be involved in the interview process for branch staff if the branch
  manager requests, but branch manager selects the candidate.
• Effective
  resource management/ planning that reflects current and future business
  requirements, ensuring that the correct balance of numbers, skills and
  experience, by playing an active role in recruitment and exits. This
  includes evaluating requests from branch managers for additional staff,
  and may reallocate headcount between branches, within overall area headcount
  budget.
• Review
  patterns of staff attendance, based on monthly absence statistics (annual
  leave, sick leave, family responsibility leave, maternity leave, study
  leave etc) compiled by Branch Managers.
• Sign
  off leave requests received from branch managers.
• Initiates
  charges for branch managers when required, follows discipline process,
  together with HR and an independent chairperson. Dismissals are signed off
  by the functional head. May act as appeals chairperson in cases that were
  unresolved during the first disciplinary enquiry, except for dismissal
  cases that have to be appealed to the MD. Also acts as first level
  escalation point for grievance cases.
• Working
  with the team to achieve sales & service through in-branch business
  development activities.
• 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.
• 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.
• Ensure
  development & job rotation of staff. Provide sufficient cross training
  to staff members thereby creating back-ups for different jobs.
• 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.

• Agree
  targets and take accountability for the overall achievement of Retail
  performance objectives for the area under management in terms of: Employee
  Satisfaction, Customer experience, Sales growth, income contribution and
  impairment, Cost performance and Risk and rigour management
• Budget
  accountability:
• Accountable
  for achieving annual sales targets as agreed with the Regional Manager or
  Retail Director. Monitoring of progress towards achieving targets is done
  on a monthly basis.
• Sign
  off on invoices and all payments above Branch Manager limits, within
  overall annual cost budget as agreed with the Retail Director.
• Approve
  purchase/ refund business decisions above Branch Manager limits e.g.
  Sundry loss, Potential Loss Accounts (PLA), customer refunds. Can
  authorize loans on appeal approve release of deceased funds above Branch
  Manager limits.
• Authorise
  requests from branch managers for capital expenditure. Resolve escalated
  equipment concerns received from branch managers.
• Brand,
  product and business proposition:
• Provide
  clear direction to Branch Managers on the Barclays Retail business
  objectives, translating and prioritizing into business performance
  measures at branch level.
• Analyse
  local area consumer trends, competitor analysis, business development
  opportunities based on detailed analysis received from branch managers in
  the area.
• Guide
  branch managers on how to conduct market analysis.
• Based
  on analysis, request that product within ranges, or new product ranges
  from the current set available in Barclays Retail in-country, be added to
  the portfolio of products the branches in the area offer.
• Arrange
  implementation of new product sets with assistance from specialist product
  managers and ensure that Branch Managers are prepared for the
  implementation.
• Occasionally
  contact key business influencers, mostly on request from the branch manager,
  to support schemes sales initiatives or complaint resolution.
• Support
  product specialists and the direct sales team in marketing of group
  schemes and other corporate products to local businesses.
• Review
  balanced score card statistics compiled by branch managers on a monthly
  basis. Discuss progress with branch managers and ensure that exceptional
  performance is recognized. Also agree action plans with line managers that
  are not meeting targets, and review progress towards such action plans during
  the next month.

• The
  role holder has discretion to waive certain account opening or loan
  application credit criteria as set out within country dispensation without
  referral to head office. Such items would be referred to the Area Manager
  from the Branch Managers in their area. Any items outside of the
  dispensation have to be referred to head office Risk for review and
  approval.
• Enhance
  compliance with operations risk and rigour requirements e.g. Health &
  Safety standards, security of premises, KYC and anti-money laundering
  measures through regular communication with Branch Managers and directly
  with branch staff on the importance and contents of such policies.
• Review
  snap check findings reports and action plans drawn up by branch managers.
  Review action plan progress updates and ensure that Branch Managers keep a
  tight control an all such items.
• Undertake
  unplanned visits to branches to check that processes are being followed.
• Take
  responsibility for ensuring that all staff in the area are trained on
  compliance requirements.
• Review
  Risk Event Reports raised and provide guidance for future prevention.
• Initiate
  and regularly update plans for reduction of provisions/impairment. This
  role is directly accountable for the quality of the asset book.
• Accountable
  for compliance & control environment in the respective branch network.

• Review
  monthly query and complaint trend analysis compiled by branch managers, as
  well as data provided by the Customer Contact Centre. Review branch action
  plans and provide advice on how to improve the service delivery.
• Review
  data from customer interviews, using the card system, and engage with the
  Service Head to address process and service issues highlighted.
• Review
  ATM uptime on a monthly basis to ensure that it is kept within 95% and
  that the branch managers have raised any issues to the Channel Manager at
  head office.
• Ensure
  that all service initiatives, linked to the 5-point plan, are rolled out
  in the area, including ongoing customer service toolkit training.
• Can
  approve temporary overdrafts and loan appeals up to predetermined levels.

• Provide
  input to Operations/Procurement/Premises on the appointment of external
  service providers (such as courier service, cleaning service, maintenance
  etc).
• Review
  change management requests identified by branch managers for IT changes
  (e.g. customized reports) prior to submission to the IT Manager for
  implementation.

• Provide
  cover for the other Area managers when required.
• Provide
  honest, direct and constructive feedback to others.
• Deputize
  for the Retail Director or Regional Manager when required.
• Share
  knowledge experience and best practice with team members, branch managers
  and the broader business.
• Interact
  with internal service providers to ensure a high level of customer
  service. 

• The
  Regional Manager should be a Graduate or possess relevant experience to
  compensate
• At
  least three years Retail Management experience in a large branch
• Extensive
  knowledge of the full Barclays Retail product set in-country, Local
  Business services, and Corporate Business services including
  Treasury.
• In-depth
  understanding of technical support systems e.g. Brains, WinFos
• Understanding
  of Barclays Retail in-country strategy, operating structure
  and interface with other functions
• Detailed
  working knowledge of Risk and Credit policies and procedures
• Good
  understanding of group structure and interfaces with other functions
• Detailed
  understanding of people policies and procedures
• Up
  to date knowledge of competitor and market activity in local area

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