Customer Service Jobs – Branch Manager – Barclays Bank UK

Job Title:  Branch Manager
Organisation: Barclays
Bank UK
Duty Station: Uganda
Reports to: Regional
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
  • 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
  • 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
  • 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
  • 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.
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
  • 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
    Bank Branch Manager job must be a graduate or relevant experience to
    compensate. First degree or diploma or relevant experience in a front-line
    banking sales/marketing/service environment
  • Three years of etail supervisory
  • 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
  • Competitor product sales experience and
    Operational Awareness
  • 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:
For more of the
latest jobs, please visit or
find us on our facebook page

Leave a Reply

Your email address will not be published. Required fields are marked *