Several Fresher Customer Service Jobs – Branch Operations Officers – Barclays Bank UK

Job Title:       Branch Operations Officer
Organisation: Barclays
Bank UK
Duty Station: Luwum
Street, Kampala, Uganda
Reports to: Branch
Manager
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 Operations Officer will deliver exceptional sales performance by
identifying and meeting customer needs through selling & cross-selling of
all Barclays Africa Retail products & services.
Key Duties and Responsibilities: 
Market Knowledge
and innovation
Provision of
Customer Service-15%
  • Own customer queries and complaints around account opening, loans
    and card applications and resolve in a timely manner. Escalate any
    unresolved queries, or queries not resolved in a short period of time to
    the Prestige Branch Manager.
  • Build relationships with internal service providers (Operations and
    KYC Helpdesk) to ensure a quick turnaround time of escalated queries and
    complaints.
  • Direct customers to the appropriate delivery channel to meet their
    needs e.g. cashiers, drop boxes, ATM etc.
  • Advise customers as soon as cheque books, cards and other account
    items are ready for collection. Follow up with customers that have not
    collected the items within a reasonable time.
  • Advise customers as soon as new loans are approved and encourage
    draw-downs on the new loans.
  • When the branch is busy walk the queues- resolve quick inquires and
    direct customers to the correct counters.
  • Restocks merchandising materials (pamphlets, forms) in the Prestige
    Branch and advise the Branch Manager if supplies are running low.
Sales to Retail
Banking Customers – 50%
  • Participate in specific product campaigns by ensuring that the
    products are explained to customers.
  • Agree, meet and exceed targets for specific sales campaigns.
  • Maintain own sales performance statistics for management information
    usage.
  • Own and manage personal product & channel sales targets to
    contribute towards the outlet sales objectives.
  • Refer to the appropriate area of delivery for specialist product
    help or advice (e.g. Schemes or Home Loans) when uncertain about the
    product delivery or application process. Respond directly to the customer.
  • Build effective relationships with branch staff to ensure that
    non-sales staff refer customers to the Personal Banker when they identify
    a particular product or service need.
  • In integrated branches, build effective relationships with Customer
    Advisors to ensure that they refer standard customers who become eligible
    for Prestige products and services.
  • Complete account opening documentation together with customers and
    submit to the Branch Manager for review before submitting to operations
    for processing.
  • When selling loans to Retail prestige customers, complete the
    financial analysis and statement review on customer accounts. Where
    customers do not meet the minimum criteria, advise the customer, verbally
    or in writing as the customer requires. Report such denials to the Branch
    Manager on a daily basis.
  • Call customers when their accounts have been opened, generate
    welcome pack letters and send to customers.
Branch Support-10%
  • Work closely with the Branch Manager/BOM, open and close Cashier
    tills at the beginning and end of each day.
  • Authorise cashier transactions above their teller limits when called
    upon.
  • Act as cash custodian for the Branch. This involves checking cashier
    cash levels throughout the day, restocking cashiers or repatriating excess
    funds, and reordering cash from the external provider based on daily
    limits as set out.
  • Perform any other duties as assigned.
Provision of
Customer Service-15%
  • Own customer queries and complaints around account opening, loans
    and card applications and resolve in a timely manner. Escalate any
    unresolved queries, or queries not resolved in a short period of time to
    the Prestige Branch Manager.
  • Build relationships with internal service providers (Operations and
    KYC Helpdesk) to ensure a quick turnaround time of escalated queries and
    complaints.
  • Direct customers to the appropriate delivery channel to meet their
    needs e.g. cashiers, drop boxes, ATM etc.
  • Advise customers as soon as cheque books, cards and other account
    items are ready for collection. Follow up with customers that have not
    collected the items within a reasonable time.
  • Advise customers as soon as new loans are approved and encourage
    draw-downs on the new loans.
  • When the branch is busy walk the queues- resolve quick inquires and
    direct customers to the correct counters.
  • Restocks merchandising materials (pamphlets, forms) in the Prestige
    Branch and advise the Branch Manager if supplies are running low.
Operational Rigour
and Compliance with KYC Requirements-20%
  • Ensure accuracy of each new account application, loan document,
    Barclaycard application and bank account mandate change. Personal Bankers
    are held personally accountable for accuracy and quality of these and
    supporting documents that they complete and submit.
  • Achieve operational rigour excellence in all aspects of procedures
    and processes personally undertaken to ensure green audit.
  • Follow the Retail end to end account opening ensuring new accounts
    are authorized and KYC compliant. Escalate any items that exceed the
    agreed service level time lines or where there are unresolved KYC
    requirements, to the Branch Manager.
  • Comply with all general Barclays operational risk & rigour
    requirements e.g. KYC and anti-money laundering regulations.
  • On occasion, assist the Branch Manager to open and close cashier
    tills at the beginning and end of each day.
  • Conduct snap checks as allocated by the Branch 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.”

Qualifications, Skills and Experience:
  • The ideal candidate for the Barclays Bank Branch Operations Officer
    should hold a first degree or diploma or relevant experience in a
    front-line banking sales/marketing/service environment
  • Competitor product sales experience
  • Some knowledge of competitor products and services offered to high
    net-worth customers.
  • Excellent planning & organization skills
  • Very strong communication skills, both verbal and written
  • Questioning skills
  • Good PC skills
  • Good numeracy & analytical skills
  • Networking
  • Good selling/influencing skills
  • Presentation skills
  • Listening skills
  • Knowledge of the Bank’s products, services and policies including
    standard tariffs.
  • A good understanding of overall Retail goals & objectives,
    including the branch’s objectives growth of sales, cost control and income
    contribution
  • A thorough understanding of the sales process
  • A working knowledge of the procedure manuals
  • A good working knowledge and understanding of relevant legislation
    e.g. KYC, Anti-Money laundering, banking code, service standards, health
    & safety standards etc
  • A thorough knowledge of the bank’s internal departments, systems
    & procedures as well as risk & rigour requirements
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



Leave a Reply

Your email address will not be published.