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Barclays Bank of Uganda   |   Kampala, Uganda   |   Log in or register to see the closing date

Branch Manager - Fort Portal

  • Bachelor's degree
  • Sales, marketing, promotion
  • Manager (team leader)
  • Full Time
  • Permanent
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Job Summary

To 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 branches with up to 25 staff members or branches with single customer categories.


Responsibilities

People Management

  1. 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.
  2. Manage the End-to-End  PD process
  3. Recommend reward allocations for all branch staff, including bonus and pay increases.
  4. Determine and manage Training Needs Analysis and Succession plans for all direct reports.
  5. Responsible for hiring team members based on short-lists of candidates compiled by HR.
  6. Responsible for conducting exit interviews for all employee-initiated departures from the bank. Provide results of exit interviews to HR for review and analysis.
  7. 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.
  8. 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.
  9. Motivate staff and ensure they are recognized through the Barclays Africa recognition schemes.
  10. Create an empowering environment for branch staff, encouraging individual ownership and initiative.
  11. Deliver powerful communications with branch colleagues to ensure they understand the vision and goals of the company and of your branch.  This will include running team meetings, morning huddles, one to one meetings and written communications
  12. Create and maintain a succession plan for the branch
  13. Create an empowering environment for branch staff, encouraging individual ownership and initiative
  14. Provide mentoring and development opportunities for members of the branch team.
  15. Provide cover for Branch Managers at other outlets when required.
  16. Provide honest, direct and constructive feedback to others.
  17. Deputize for Regional Manager if required.
  18. Share knowledge experience and best practice with team members and other branch manage.
Customer Service
  1. Accountable for the delivery of outstanding customer experience through service and sales within their branch
  2. Regularly present in the banking hall speaking to customers and understanding their questions and needs
  3. Monitor the customer satisfaction results of the branch collected through various methods (surveys, touchpads etc).  Establish targets for improvement and action plans to ensure customer satisfaction is continually improving.
  4. 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.
  5. Build relationships with key customers, clients and businesses within the branch locality
  6. Understand fully the Barclays product on offer, and makes suggestions to product teams around changes and enhancements to products.
  7. Implements new product sets with assistance from specialist product managers and ensures all staff are fully aware and knowledgeable about product features and benefits
  8. Drive customer focused behaviour in the branch by role modelling great customer service
  9. Ensure that merchandising materials are displayed in accordance with guidelines and is useful to customers
  10. Review and provide feedback on SLA’s with internal service providers
  11. Through effective banking hall management ensure that customers are directed to the most appropriate service delivery channel to meet their need e.g. cashiers, drop boxes ATM's etc.
  12. Manage remote and manual authorizations, by assigning responsibility for authorizers, and personally authorizing high-value transactions, to ensure efficient counter service.
  13. Interact regularly with internal service providers (e.g. Operations, KYC Helpdesk) to ensure fast and efficient service to customers.
  14. 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.


General Information

Salary rangeNot specified
Additional informationNot specified
Contract type: Permanent
Job type: Full Time
Location: Kampala
Area of work: Sales, marketing, promotion
Seniority: Manager (team leader)

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 5 years
Required skills: Business development; Operative management; People management; Customer relations; Sales performance tracking and reporting
Required languages: English (Spoken: fluent | Written: fluent)

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