Organisation: Barclays Bank
Duty Station: Mbarara, Uganda
Deadline: 10th October, 2013
Job Summary: The Branch Operations Manager will be responsible for the effective and efficient service provision, productivity and operational controls of the branch.
The main thrust of the job is to ensure the achievement of high level of customer service , high level of productivity and robust operational rigour to achieve required service levels in all areas under the jobholder's direct control through effective management of the Branch Operations Staff.
Key Duties & Responsibilities:
1. People Management - 15%
- Discuss and finalize Performance Development Plans and ratings for all Direct Reports in the branch with management oversight from the Branch Manager.
- Determine and manage Training Needs Analysis and Succession plans for all direct reports.
- Together with the Branch Manager, responsible for conducting exit interviews for all employee-initiated departures from the bank. Provide results of exit interviews to HR for review and analysis.
- With oversight from the Branch Manager, manage direct reports' 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 - With input from the Branch Manager, initiate misconduct or incapacity charges, follow Barclays discipline processes together with HR and an independent chairperson. Build the case files where required.
- Ensure that team members 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.
- With oversight from the Branch Manager, motivate staff and ensure they are recognized through the Barclays Africa recognition schemes.
- With oversight from the Branch Manager, create an empowering environment for branch staff, encouraging individual ownership and initiative.
2. Operational Rigour - 60%
- Print and review daily systems reports. Allocate report sections to the correct departments for follow-up.
- Reconcile internal and Profit & Loss accounts and submit to branch manager for sign-off.
- Monitor daily cashier differences by reviewing the systems reports and raising any issues identified with the Regional Operations Manager.
- Compile a monthly summary of the cash differences for the Regional Operations Manager and Branch Manager.
- Act as third checker for cash entering or leaving the branch. Cash is primarily handled by Cash/ATM Custodians - the BOM only performs a support function.
- Act as Primary key holder to the vault, branch , and ATMs
- On a daily basis, check stock reconciliations for all account items as completed by individual Inquiries Advisors. Escalate any differences to the Regional Operations Manager immediately
- Allocate snap checks to all branch staff.
- Collate snap check results and provide information, including recommended remediation to the Regional Branch Operations Manager with sign off the Branch Manager.
- Follow-up on implementation of remediation.
- Hold keys for safe custody boxes when customers deposit or retrieve items, together with the Retail Support person. Receive from or release safe custody items to customers as required.
- Take responsibility for all returned mail and telephonic follow up with customer to get a new address or flag the account to ensure that customer provides a new address when they next contact the bank.
- Interface with the Regional Branch Operations Manager during their preparation for bi-annual branch visits. Highlight any rigour training requirements and provide documentation to assist with their control checks.
- Present formal training to branch staff on rigour topics in conjunction with from Branch Manager
- 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.
3. Transaction Authorisation and Queries - 5%
- Authorize cashier transactions above the Retail Support limits.
- Resolve customer queries escalated from anywhere in the branch and those received directly - direct enquiries are received primarily by telephone as the Branch Operations Manager is not in the frontline.
- Resolve pay/no pay decisions above the transaction limit of the Retail Support and coach them on decisions which they are not yet comfortable to make.
- Where applicable, complete branch callover procedures.
4. Customer Service - 5%
- Together with the Branch Manager, 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 (PCs, printers, notes counters, ATM's, etc.) are of the highest service standard. ATM uptime has to be kept within 95% and any issues should be raised to the Channel Manager at head office.
- Through effective banking hall management, and together with the Branch Manager, 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.
5. Business Management - 5%
- Even though the Branch Operations 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 providerquotations before the work can proceed. In addition, the branch operations manager is expected to conduct detailed analysis, on a monthly basis, of the following cost elements:
- Overtime approvals of direct reports (with oversight from Branch Manager)
- 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 recommend release of deceased funds within predetermined limit.
6. Branch Administration - 5%
- Walk through the branch (front and back office) to determine whether there are any maintenance requirements to furniture, fixtures, premises or equipment.
- Liaise with third party providers (including suppliers, security, cleaners) to ensure adherence to SLAs and to obtain quotationsfor maintenance. Refer quotations received to the Branch Manager for approval and signoff. Interface with premises/procurement where guidance is required.
- Receive invoices for third party service provider payments for the branch. Check and collate invoices for Branch Manager sign off before sending to Accounts Payable for payment.
- Obtain expense actuals from financial control on a monthly basis, compare against budgets and provide exception reports to the Regional Branch Operations Manager and the Branch Managerfor action as well as summary reports to include in the performance dashboard reports.
- Compile a monthly report on cashier productivity by collating daily systems data and provide an overall summary to Regional Branch Operations Manager and the Branch Manager. Highlight any exceptional under or high-performance.
- 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.
7. Systems Administration - 5%
- Act as one of two systems administrators for password resets and user maintenance.
- Report all branch systems failures to local IT helpdesk conduct systems checks as directed by IT and ensure any unresolved issues are taken up by IT. Escalate outstanding issues to the RBOM when required.
Qualifications, Skills & Experience:
- The applicant should be a Graduate or relevant experience to compensate
- 2-3 years experience in a banking hall environment in multiple functions
- Possess relevant diploma and degree
- Internal audit experience in a retail banking environment
- The candidate should possess High level of working knowledge of all the Bank's retail products, procedures and policies.
- Thorough understanding of all Branch Operational processes.
- Detailed knowledge of all the bank's branch systems.
- Understanding of Barclays Branch Operations structure and interface with other functions.
- Good understanding of Risk and Credit policies and procedures.
- Detailed understanding of people policies and procedures.
- Some knowledge of audit process
- Excellent communication skills both verbal and written
- Listening and questioning skills
- Attention to detail
- Good analytical skills
- PC 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:
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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