Process Expert

3 weeks ago

Chennai, 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

Hybrid Working

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

**Introduction**:

- To manage the functions of the unit as per specified service level agreements and to ensure optimal distribution of workload in order to achieve objectives for the unit
- Responsible for the coordination of work carried out by the processors/ authorisers and ensure accurate and seamless execution of assigned workflow

What will you be doing?
- Establish the most effective and efficient solutions to complex technical issues referred by Advisors and customers
- Co-ordinate / liaise with IT Support on faults and changes, user Ids, etc
- Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews
- Accountable for ensuring operatives have timely and complete understanding of technical changes and their implications for the customer experience
- Accountable for identifying, analysing and resolving/implementing processing issues to prevent re-occurrence, reducing loss to the business
- Work with Team Manager and take joint responsibility for the control the workflow to ensure process efficiencies are achieved, team performance is optimised, Service Level Agreement are met by ensuring productivity and accuracy measures are in place
- Complete all tasks as outlined in Team Support Specialist Role depending on area of the business. Examples may include (but not exhaustive of):

- Collating of Communication/Process Updates
- Real Time Adherence
- Attendance Issues
- Updating of individual’s HR files
- Return to Work
- To provide support and cover in terms of process management to other Process Experts as required ensuring effective team working across the operation
- Responsible for verification and authorisation of entries within signatory limits and non-conformant items/referrals which may be staff prompted or system generated
- Accountable for ensuring staff understand and adhere to procedures and quality controls, and that checks are completed as required
- Provision of 2-way feedback to Team Manager/Operations Manager
- Conduct daily huddles to provide process updates and share process scores
- Act as a back-up Team Manager in his/her absence
- Identify areas for improvement. Adds value and improves customer Service
- Preparing reconciliation templates and discussing open items with the respective stakeholders for timely clearance.

**What we’re looking for**:

- Detailed understanding of the business operational objectives, service standards and compliance requirements
- Knowledge of bank and product procedures and policies specifically Regulatory Compliance for products and services
- Excellent organisational and planning skills
- Strong interpersonal and relationship building skills to ensure Team Managers and/or Operational Manager receive quality service; Needs to be able to build relationships with supporting areas such as process quality
- MS Office Suite (Preferably Excel, Word & PowerPoint)
- Broad understanding of Back Office Operations structure and staff roles

Education & Experience
- 2-5 years of relevant experience
- Graduate in any discipline
- Experience of Back Office Operations systems and shaping new procedures and exchanging best practice to improve advisors and customer experience

**Skills that will help you in the role**:

- Ability to complete or advise on completion of high volume routine/non-routine tasks and prioritise accordingly
- Team Handling and Escalation handling ability
- Technical systems and procedure training experience
- Workflow time management experience

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.

Purpose, Values and Mindset

We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.

**Our values underpin everything we do**: Respect, Integrity, Service, Excellence and Stewardship.

Respect
We harness the power of diversity and inclusion in our business, trust those we work

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