Customer Service Jobs – Premier Branch Manager – Barclays Bank

Organisation: Barclays Bank
Duty Station:  Kampala, Uganda
Reports to: Head
of Premier
About 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.
Job Summary: The Branch Manager will 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: 
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.
·        
Manage
the End-to-End  PD process
·        
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.
·        
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.
·        
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.
·        
Deputize
for Regional Manager if required.
·        
Share
knowledge experience and best practice with team members and other branch
manage.
Customer Service:
25%
·        
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
·        
Drive
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
·        
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.
Risk, Governance
and Regulatory
Control
Management
·        
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
·        
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.”
Financial
Management Control and Analysis
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.
·        
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 etc.
·        
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.
Citizenship Community
5%
·        
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
·        
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
·        
Promote
community agenda within the branch to build pride within colleagues and
customers

Qualifications, Skills and Experience:
·        
The
applicant for the Barclays Premier Branch Manager job placement must hold a
first degree or diploma or relevant experience in a front-line banking
sales/marketing/service environment
·        
Three
years of retail supervisory experience
·        
Resource
management
·        
Brand
and Leadership Development
·        
Performance
Management
·        
Team
building
·        
D&G
·        
Recruitment
Skills
·        
PD Team
Leader
·        
Sales
management
·        
Conflict
Management
·        
Time
Management
·        
Effective
Coaching
·        
Leading
and Rewarding Performance
·        
Presentation
skills
·        
Situational
leadership
·        
Manpower
planning
·        
Managing
for Value (Financial Management)
·        
Competitor
product sales experience and Operational Awareness is desired
·        
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
·        
In-depth
knowledge of the full Barclays Retail product set, Local Business services and
an overview of Corporate Business services, including Treasury.
·        
An
understanding of technical support systems e.g. Flexcube, Sybrin
·        
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
How 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:
Barclays is an equal
opportunity employer that recruits, develops and promotes people on merit, and
rewards outstanding performance, regardless of background and gender.
For more of the
latest jobs, please visit 
https://www.theugandanjobline.com or find us on our Facebook page https://www.facebook.com/UgandanJobline



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