Process Expert

2 weeks ago

Chennai, Tamil Nadu, India Barclays Full time

Job Title:
Process Expert

Location:
Chennai

About Barclays
Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography.

Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.

Risk and Control Objective

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

Working Flexibly
We're committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business.

Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers' and clients' needs.

Whether you have family commitments or you're a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life.

Hybrid Working

Please discuss the detail of the working pattern options for the role with the hiring manager.

Introduction:

  • Ensure the efficient and effective workflow management of HR Operations team.
  • Ensure controls & checks are completed and signed off on time, governance routines are followed at all times.
  • Appropriate handling and investigation of customer complaints, remediation actions and feedback.
  • Ensure Risk Events are raised on a timely manner, root cause investigated and remediation plans are in place.
  • Support HR Services Vilnius teams, ensuring that the day to day tasks are completed within SLA, administration of systems and implementation of requirements to the business is effective.
  • Act as a point of contact for employees, responding to/resolving a wide range of HR complex operational queries.
  • Effective establishment and maintenance of relationships with key Stakeholders, providing necessary service updates and insights.
What will you be doing?

Analysis, Improvements & Communication (40%)

  • Analysis of Service Line metrics and results, identification of gaps and provision of recommendations to process owners and Stakeholders.
  • Delivery of process improvements based on risk, cost, resource availability and customer service.
  • Influencing design and support delivery/implementation of future projects;
  • Keeping excellent working relationships with key stakeholders to gain service feedback and to implement any changes related to business requirements
Workflow Management (30%)

  • Ensure effective resolution of customer requests within agreed timeliness.
  • Ensure appropriate control mechanisms are in place.
  • Manage resources and requests in the way that outcome would justify HR Services commitments on a daily basis.
  • Overtake any complex situations or complaints in order to manage customer expectations and deliver the best outcome.
Manage Training & Knowledge (20%)

  • To ensure that each new recruit goes through series of training modules applicable for particular service line;
  • To ensure that new joiner receives sophisticated training on Service Excellence/soft skills to be able support customers via all channels;
  • To act as coach/mentor for HR Operations staff;
  • To deliver sessions related to new projects or changed processes.
Governance & Controls (10%)

  • Investigate and raise Risk Events, deliver remediation action plans and implementation;
  • Ensure that Data Privacy routines are followed by all staff handling any type of query;
  • Production and retention of controls.

What we're looking for:

  • Customer Service experience ability to handle difficult callers and explain complex query's clearly.
  • Ability to work under pressure, coordinate and prioritise activities, selfdiscipline and motivation.
  • Able to multitask under pressure whilst maintaining high quality delivery.
  • Strong knowledge of internal Barclays HR Policies and Procedures.
  • Proven experience leading HR operations processes.
  • Strong communication skills, with the ability to communicate to people at all levels both written and verbal.
  • Advanced user of Microsoft Office, Siebel and SAP/HR/Success Factors or any HR equivalent systems
  • Integrity and confidentiality (all HR matters are of a confidential nature).
  • Close attention to detail and accuracy under pressure;

Skills that will help you in the role:

  • Team leadership skills (including coaching and resource planning).
Where will you be working?
Chennai

Be More at Barclays
Interested and want to know more about Barclays? Visit home.barclays/who-we-are/ for more details.

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