Job Title: E- Channel Manager – Operations Organisation: Finance Trust Bank…
Prestige Branch Manager – Tank HIll – Barclays Bank UK
Organisation: Barclays
Bank UK
Bank UK
Duty
Station: Uganda
Station: Uganda
Reports
to: Regional Manager
to: Regional Manager
About
Barclays UK:
Barclays UK:
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.
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.
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:
Duties and Responsibilities:
1.
Business Management: 40%
Business Management: 40%
Business and Sales Management:
·
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
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:
Budget accountability:
·
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.
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.
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, sundry losses, staff costs , stationary
consumption/telephones etc.
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, sundry losses, staff costs , stationary
consumption/telephones etc.
·
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.
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:
Brand, product and business proposition:
·
Provide clear guidance to branch staff on the
Barclays Retail business objectives, translating and prioritizing into business
performance measures at branch level.
Provide clear guidance to branch staff on the
Barclays Retail business objectives, translating and prioritizing into business
performance measures at branch level.
·
Intuitively understand and provide clear direction
to the branch based on market analysis of local area consumer trends and
competitor offerings.
Intuitively 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.
Ensure that merchandising materials are displayed
in accordance with guidelines.
·
Brief staff on promotional and product launches;
provide regular feedback on sales performance.
Brief staff on promotional and product launches;
provide regular feedback on sales performance.
·
Establish key relationships with key clients or
business influencers in the local area, including client entertainment within
budget limits set by the Area manager.
Establish key relationships with key clients or
business influencers in the local area, including client entertainment within
budget limits set by the Area manager.
·
Technically support product specialists and the
direct sales team in marketing of group schemes and other corporate products to
local businesses.
Technically 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 – rotate
responsibility for collecting statistics between team members e.g. leave, KYC
results, accuracy, counter & sales statistics etc.
Review balanced score card statistics – rotate
responsibility for collecting statistics between team members e.g. leave, KYC
results, accuracy, counter & sales statistics etc.
·
Offer 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.
Offer 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.
Controls Management:
·
Ensure compliance and adherence to operations risk
and rigour requirements e.g. Health & Safety standards, security of
premises, KYC and Anti-Money Laundering measures.
Ensure compliance and adherence to 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.
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.
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.
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.
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
Report all incidents within the branch in line
with the bank’s incident reporting procedures
·
Responsible for Systems administration (user
maintenance) in conjunction with the Branch Operations Manager.
Responsible for Systems administration (user
maintenance) in conjunction with the Branch Operations Manager.
2. 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.
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
Oversee the End-to-End PD process
·
Recommend reward allocations for all branch staff,
including bonus and pay increases.
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.
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 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.
Responsible for conducting exit interviews for all
employee-initiated departures from the bank. Provide results of exit interviews
to HR for review and analysis.
·
Oversee 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.
Oversee 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.
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.
·
Motivate staff and ensure they are recognized
through the Barclays Africa recognition schemes.
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.
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
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 and maintain a succession plan for the
branch
·
Create an empowering environment for branch staff,
encouraging individual ownership and initiative
Create an empowering environment for branch staff,
encouraging individual ownership and initiative
·
Offer mentoring and development opportunities for
members of the branch team.
Offer mentoring and development opportunities for
members of the branch team.
·
Provide cover for Branch Managers at other outlets
when required.
Provide cover for Branch Managers at other outlets
when required.
·
Provide honest, direct and constructive feedback
to others.
Provide honest, direct and constructive feedback
to others.
·
Deputize for Regional Manager if required.
Deputize for Regional Manager if required.
·
Share knowledge experience and best practice with
team members and other branch managers.
Share knowledge experience and best practice with
team members and other branch managers.
3. Customer Service: 25%
·
Accountable for the delivery of outstanding
customer experience through service and sales within their branch
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
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.
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 all 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.
Ensure that all 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
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.
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
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
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
Ensure that merchandising materials are displayed
in accordance with guidelines and is useful to customers
·
Review and provide feedback on SLA’s with internal
service providers
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.
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.
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.
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.
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.
4. Community: 5%
·
Be involved in local community events and
networking opportunities (e.g. clubs, meetings, business associations)
Be involved in local community events and
networking opportunities (e.g. clubs, meetings, business associations)
·
Developing the external market and community
profile needed to maximize the local marketing opportunity
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)
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
Link community initiatives to both business
opportunities and colleague events
·
Promote community agenda within the branch to
build pride within colleagues and customers
Promote community agenda within the branch to
build pride within colleagues and customers
Qualifications,
Skills and Experience:
Skills and Experience:
·
The ideal Barclays candidate for the Branch
Manager Job must be a graduate or possess relevant experience to compensate
The ideal Barclays candidate for the Branch
Manager Job must be a graduate or possess relevant experience to compensate
·
A minimum of three years’ retail supervisory
experience
A minimum of three years’ retail supervisory
experience
·
Comprehensive knowledge of the full Barclays
Retail product set, Local Business services and an overview of Corporate
Business services, including Treasury.
Comprehensive knowledge of the full Barclays
Retail product set, Local Business services and an overview of Corporate
Business services, including Treasury.
·
Deep understanding of technical support systems
e.g. Brains, WinFos
Deep understanding of technical support systems
e.g. Brains, WinFos
·
Working knowledge and understanding of Barclays
Retail strategy, operating structure and interface with other functions
Working knowledge and understanding of Barclays
Retail strategy, operating structure and interface with other functions
·
Good understanding of Risk and Credit policies and
procedures
Good understanding of Risk and Credit policies and
procedures
·
Detailed understanding of people policies and
procedures
Detailed understanding of people policies and
procedures
·
Abreast with latest competitor and market activity
in local area
Abreast with latest competitor and market activity
in local area
·
People Management skills
People Management skills
·
Excellent coaching and training skills
Excellent coaching and training skills
·
Strong communication and Presentation skills
Strong communication and Presentation skills
·
Skills in Business Management/Financial Management
Skills in Business Management/Financial Management
·
Performance Management skills and abilities
Performance Management skills and abilities
·
Resource Management skills
Resource Management skills
·
Skills in cultural and Change Management
Skills in cultural and Change Management
·
Excellent planning skills
Excellent planning skills
·
Good PC Skills
Good PC Skills
·
Decision-making skills
Decision-making skills
How
to Apply:
to Apply:
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:
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.
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
contact us on 0417122453 or email: barclays.uganda@barclays.com
Deadline: 29th May, 2015
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