Job Title: Branch Manager- Premier Hannington BA4 - 00130724
Organisation: Barclays Bank
Location: Kampala, Uganda
Deadline: 14th Oct 2013
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 Prestige or Premier Branches, whether standalone or integrated into large branches.
Key Duties & Responsibilities:
1. People Management - 40%
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.
2. Business Management - 30%
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.
3. Rigour / Compliance - 10%
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
4. Customer Service - 10%
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.
5. Administration - 5%
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.
6. Contribution to the Team - 5%
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.
Qualifications, Skills & Experience:
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
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:
https://barclays.taleo.net/careersection/2/moresearch.ftl?lang=en_GB
Barclays is 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
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