The Ugandan Jobline

• 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.
• Discuss and finalise Performance Development
  Plans and ratings for all members of staff in the branch.
• Recommend reward allocations for all branch
  staff, including bonus and pay increases.
• Determine and manage Training Needs Analysis
  and Succession plans for all branch staff.
• Responsible for hiring branch staff based on
  short-lists of candidates compiled by HR and Resource Coordinator.
• Responsible for conducting exit interviews for
  all employee-initiated departures from the bank. Provide results of exit
  interviews to the Resource Coordinator 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.
• Work with the team to achieve sales &
  service through in-branch business development activities, effective
  Banking Hall management and providing feedback to the team.
• 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.

• Agree targets and take accountability for the
  overall achievement of Retail performance objectives for the branch in
  terms of: Employee Satisfaction, Customer experience,  Sales growth
  and income contribution, Cost performance, Risk and rigour
  management, Budget accountability: Accountable for achieving
  annual sales targets as cascaded from the Area Manager Wealth or Head of
  Wealth. 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 is not 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 etc.,
  Sundry losses and 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.
• Brand, product and business proposition:
• Offer clear direction to branch staff on the
  Barclays Retail business objectives, translating and prioritizing into
  business performance measures at branch level.
• Understand and provide clear direction to the
  branch based on market analysis of local area consumer trends and
  competitor offerings.
• Ensure that merchandising materials are
  displayed in accordance with guidelines.
• Brief staff on promotional and product
  launches; provide regular feedback on sales performance.
• Establish relationships with key clients in
  the local area, including client entertainment within budget limits.
• Support product specialists and the direct
  sales team in marketing of group schemes.
• Interact regularly with other Prestige and
  Premier Branch Managers and the SME Banking team to identify cross-sell or
  upgrade opportunities between the different customer groups.
• Review balanced score card statistics – rotate
  responsibility for collecting statistics between team members e.g. leave,
  KYC results, accuracy, counter & sales statistics etc.

• 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.
• Conduct 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.
• Report all incidents within the branch in line
  with the bank’s incident reporting procedures

• Where customers request to deal directly with
  the branch manager, the branch manager takes ownership of the
  query/complaint resolution process.
• Conduct monthly query and complaint trend
  analysis and create action plans to prevent recurring issues.
• Ensure all customer contact points in the
  branch, including equipment (PC’s, printers, notes counters, etc.) are of
  the highest service standard.
• Through effective banking hall management
  ensure that customer waiting time is kept to a minimum. This includes
  monitoring the staffing of the cashiers and sales desks and serving
  customers directly during peak times.
• Manage remote and manual authorisations, by
  assigning responsibility for authorisers, and personally authorising
  high-value transactions, to ensure efficient counter service.
• Interact regularly with internal service
  providers (e.g. Operations, KYC Helpdesk) to ensure
• 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.

• Systems administration (user maintenance) in
  conjunction with the Retail Support person.
• Provide feedback on the performance or service
  delivery of external service providers (such as courier service, cleaning
  service etc) to the area manager and head office sourcing, to assist them
  with future contracts.

• Provide cover for Branch Managers at other
  outlets when required .
• Provide honest, direct and constructive
  feedback to others.
• Deputize for Area Manager if required.
• Share knowledge experience and best practice
  with team members and other branch managers.

• The
  applicant should be a Graduate or relevant experience to compensate
• Possess
  at least 3 years Retail supervisory experience
• Comprehensive
  knowledge of the full Barclays Retail product set, with special attention
  to the product suite available to Prestige customers.
• An
  understanding of technical support systems e.g. Brains, WinFos
• 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
• People
  Management
• Coaching
  and training skills
• Strong
  communication and Presentation
• Business
  Management/Financial Management
• Performance
  Management
• Resource
  Management
• Cultural
  and Change Management
• Planning
• PC
  Skills
• Decision-making
  skills

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