Job Title: Branch Operations Support Officer – Masaka BA2 – 00155752
Barclays Africa encompasses Barclays Global Retail Banking, Corporate Banking, and Barclaycard operations in 10 countries organised in four geographic areas: North Africa (Egypt), East and West Africa (Ghana, Tanzania, Uganda and Kenya), Southern Africa (Botswana, Zambia and Zimbabwe), and Indian Ocean (Mauritius and Seychelles).
Barclays Africa serves its 2.8m customers through a network of 573 branches and service centres providing a variety of traditional financial products including retail mortgages, current and deposit accounts, commercial lending, unsecured lending, credit cards, treasury and investments.
Job Summary: The Branch Operations Support Officer will serve as the authorizer for transactions, custodian, and interface with back-office so that frontline staff do not have to leave their desks and assist the Branch Operations Manager/officer with administrative duties in the branch.
Key Duties and Responsibilities:
1. Operational Rigour & Compliance: 40%
Controls management:
- Authorize cashier transactions above the Branch 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.
- Complete branch call over procedures.
- Carry out snap checks as assigned
- Hold keys for safe custody boxes, act as second custodian when customers deposit or retrieve items together with the Branch Coordinator. Receive or release safe custody items to customers as required.
- Monitor daily cashier differences by reviewing the systems reports and raising any issues identified with the Operations Manager/Officer.
- Compile and submit monthly summary of the cash differences for the Branch Operations Manager/Officer.
- Ensure adherence and compliance to KYC requirements
- Submission of periodic data(MI Dashboard, branch and ATM cash positions) and other ad hock reports
- Maintain daily controls checklist
- Adhere to BOPM for all processes
- Adhere to the Records Management policy
2. Business & Sales Management 10%
- Drive the Leads and FX strategy for the tellers
- Receive, open and sort internal mail not marked confidential and deliver to the relevant area for follow-up action.
- Ensure that all outgoing mail from the branch is collected by the external provider daily. Follow up with the provider when items are not collected as per schedule.
- Complete monthly/quarterly/yearly returns for signoff by branch Operations manager. Returns include leave, cashiers productivity, business continuity, aged analysis, check book returns and others as required.
- Rigorously interact regularly with internal service providers (e.g. KYC Helpdesk, Operations Processing Centre, Loans Processing Centre) to ensure fast and efficient service to customers.
3. People Management: 30%
- Regularly discuss and review direct reports performance, development, training and resourcing issues with the Branch Operations Manager
- Build and develop a high performing team through embedding performance development, coaching and feedback to direct reports in order to develop them
- Oversee End-to- End Performance Development process of Direct reports
- Determine and manage Training Needs Analysis and Succession plans for direct reports
- Work closely with the Branch Operations Manager to managing resource requirements in the tills.
- 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 Operations Manager is aware of all planned leave.
- Initiate discipline charges when required and escalate to the Branch Operations Manager for further action.
- Deputize the Branch Operations Manager when called upon.
4. Customer Service: 15%
- Act as the key point of contact for escalating all back office inquires to the relevant operations department and tracking turn-around time on resolution.
- Sort mail coming from customers and handover all mail containing complaints to the Banking Hall Executive for further follow-up.
- Respond in writing to inquires only (not complaints or claims) where required using standard templates. All complaints are referred to the BOM/CTL for response. Fraud and claims issues need to referred to the branch manager.
- Process all queries on dormant accounts through interfacing with operations as no information on dormant accounts is available in the branch.
- Receive customer instructions from the tellers and process.
- 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.
- Work in liaison with the BOM/CTL and 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,
5. Community: 5%
- 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)
- Promote community agenda within the branch to build pride within colleagues and customers
- Perform any other duties as assigned from time to time.
Qualifications, Skills and Experience:
- The prospective Barclays employee must hold a High school diploma with Math and English passed at a higher grade
- At least two to three years’ experience in a banking hall environment in multiple functions will be highly advantageous
- The ideal candidate should have a high level of working knowledge of all the Bank’s retail products, procedures and policies
- Some knowledge of branch processes and customer service will be highly preferred.
- Past internal audit experience in a retail banking environment
- Excellent communication skills especially verbal
- Listening and questioning skills
- Good PC keyboard skills
- Good telephone skills
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 -> Job Number (Type 00155752)
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: 30th April, 2014
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