Job Title: Branch Operations Manager Busia (00179032)
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. Barclays moves, lends, invests and protects money for customers and clients worldwide. With over 300 years of history and expertise in banking, we operate in over 50 countries and employ over 140,000 people. We provide corporate banking solutions to businesses with an annual turnover of more than £5 million in the UK, and to large local companies, financial institutions and multinationals in non-UK markets. We support the success and growth of our clients by providing lending, risk management, cash and liquidity management, trade finance, and asset and sales financing.
Job Summary: The Barclays Branch Operations Manager will act as the primary coordinator in the branch for all operational and administrative activities i.e. therefore support the Branch Manager in daily operational activities in the branch.
Key Duties and Responsibilities:
- Operational Rigour and Compliance: 40%
Controls Management:
- Print and review daily systems reports. Allocate report sections to the correct departments for follow-up.
- Reconcile internal and P&L 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 Branch Manager.
- Compile a monthly summary of the cash differences for the Branch Manager.
- Serve as third checker for cash entering or leaving the branch. Cash is primarily handled by Cash/ATM Custodians – the Branch Coordinator only performs a support function.
- Act as second key holder to the vault as an alternate as required.
- On a daily basis, check stock reconciliations for all account items as completed by individual Inquiries Advisors. Escalate any differences to the Branch Manager immediately.
- Allocate snapchecks to branch staff.
- Collate snapcheck results and provide information to the Branch Manager including recommended remediation.
- Hold keys for safe custody boxes to act as second custodian when customers deposit or retrieve items, together with the Retail Support person. Receive from or release safe custody items to customers as required(where applicable)
- Receive all returned mail, do a 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.
- Actively interface with the Retail Operational Support person from Head Office during their preparation for bi-annual branch visits. Highlight any rigour training requirements and provide documentation to assist with their control checks.
- Occasionally present formal training to branch staff on rigour topics.
- Reconcile internal and P&L 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 Branch Manager.
- Compile a monthly summary of the cash differences for the Branch Manager.
- On a daily basis, check stock reconciliations for all account items as completed by individual Inquiries Advisors. Escalate any differences to the Branch Manager immediately
- Collate snap check results and provide information to the Branch Manager/Area Operations Manager including recommended remediation.
- Ensure procedures of plastic cards and pin are followed
- Ensure risk events raised in your branch are handled and closed within SLA.
- Responsible for the completion of Mandatory Risk Awareness Training (RAT) e.g. KYC, STM, Code of Conduct, IT Policy.
- Ensure compliance on COMPLIANCE ALERT on the Group’s Sanction policy year 2008.
- Staff Quarterly Circulation – Compliance policies
- Code of Conduct, BCM and IT Policy
- Authorize cashier transactions above the Retail Support limits.
- Quickly 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 call over procedures.
- 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 Branch
- Business & Sales Management: 15%
- People Management: 30%
- Customer Service: 10%
- Community: 5%
- Support the Branch Manager and handle all business related matters in the absence of the Manager
- Champion the Leads sales drive of the operations team in the branch.
- Obtain expense actuals from financial control on a monthly basis, compare against budgets and provide exception reports to the Branch Manager for action as well as summary reports for the Branch Manager to include in their performance dashboard reports.
- Compile a monthly report on cashier productivity by collating daily systems data and provide an overall summary to branch manager. Highlight any exceptional under or high-performance.
- Regularly walk through the branch (front and back office) to determine whether there are any maintenance requirements to furniture, fixtures, premises or equipment.
- Work closely with third party providers (including suppliers, security, cleaners) to ensure adherence to SLAs and to obtain quotations for 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.
- Work closely with the Branch Manager as a key member of the branch leadership team
- Regularly discuss and review staff performance, development, training and resourcing issues with the Branch Manager
- Build and develop a high performing team through embedding performance development and coaching. Ensure that Direct reports provide regular coaching and feedback to their teams in order to develop them.
- Manage End –to End Performance Development process of Direct reports
- Determine and manage Training Needs Analysis and Succession plans for direct reports and ensure they do the same for all their staff.
- Responsible for effective resource Management/planning that reflect current and future business requirements, ensuring that the correct balance of numbers, skills and experience, by playing an active role in recruitment and exits. Work closely with the Branch Manager to managing resource requirements.
- Intuitively review patterns of staff attendance, based on monthly absence statistics (annual leave, sick leave, family responsibility leave, maternity leave, study leave etc.).
- Sign off leave requests received from direct reports and ensure Branch Manager is aware of all planned leave.
- Initiate discipline charges when required. Follow the discipline process, together with HR.
- Perform any other duties as assigned from time to time.
- Deliver a fast and friendly service to customers through effective and efficient operations
- Make sure that the customer experience within the counter area is optimised, including overseeing queue issues and teller speed / service performance
- Dealing with customer queries on cards and Telegraphic transfers as per the SLA
- Ensure adherence to Group Minimum Standards for Complaints Handling Version 5 (GMS5) & Annual accreditation on complaints Handling.
- Ensure proper filing is in place to fasten queries raised by customers i.e. Schedules to various bank centres, recording registers , copies of requisition done e.t.c.
- Responsible for adherence to (a) Group Customer Complaints Policy 2008 & (b) Barclays Africa Complaints Management Policy and procedures
- Where need be support the CTL to resolve customer queries received directly in the branch
- Be involved in local community events and networking opportunities (e.g. clubs, meetings, business associations)
- 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 ideal banking candidate must hold a high school diploma with Math and English passed at a higher grade. Possession of a relevant diploma and degree is preferred.
- Two to three years’ experience in a banking hall environment in multiple functions
- Internal audit experience in a retail banking environment is desired
- Excellent communication skills both verbal and written
- Listening and questioning skills
- Attention to detail
- Excellent analytical skills
- PC skills
- High level of working knowledge of all the Bank’s retail products, procedures and policies
- Detailed knowledge and understanding of all Retail operational processes
- Detailed knowledge of all the bank’s branch systems
- Some knowledge of audit process is an advantage
How to Apply for the job:
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:
Click Here
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
Deadline: 5th November, 2014
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