Merchant Service Advisor

Put yourself at the heart of the Barclays A career in banking operations puts you at the very centre of our business strategy By putting customers at the heart of everything we do we re putting our whole business behind our Customer facing teams As the face of our brand especially in an increasingly digital world you ll play a vital role in our customers financial lives Here your voice is heard and you ll have the support and opportunities to thrive See your commuteEmbark on a transformative journey as Merchant Service Advisor at Barclays where you will play a pivotal role to manage operations within a business area and maintain processes with risk management initiatives You will take ownership of your work and provide first-class support to our clients with expertise and care Key critical skills required for this role include The ideal candidate will have excellent communication skills a problem solving mindset and a strong commitment to resolving complaints in a professional and timely manner Proven experience in banking operations in Backoffice Process experience in Chargeback Account maintenance Conflict resolution skills and the ability to handle difficult or emotional conversations Experience in analyzing workflows optimizing procedures and delivering high quality service You may be assessed on key essential skills relevant to succeed in role such as risk and controls change and transformation business acumen strategic thinking and digital and technology as well as job-specific technical skills This role is based out of Chennai Purpose of the roleTo assess the quality of business processes and the execution of processes and develop initiatives to improve quality standards Accountabilities Identification of areas for improvement within operations and provide recommendations for change through the quality assurance process Development and implementation of quality control procedures and controls to mitigate risks and maintain efficient operations Collaboration with teams across the bank to develop quality improvement guidelines initiatives objectives and action plans to monitor performance improve business areas and govern processes Development of reports and presentations on quality control performance and communicate findings to internal senior stakeholders Monitoring of customer-facing colleagues performance and evaluating their performance through reviews quality reporting policy development and feedback on customer interactions Execution of quality audits of the bank s processes and operations aligned to regulatory requirements and internal policies Identification of industry trends and developments to implement best practice in quality assurance services Participation in projects and initiatives to improve quality control efficiency and effectiveness Analyst Expectations To meet the needs of stakeholders customers through operational excellence and customer service Perform prescribed activities in a timely manner and to a high standard No people leadership roles at this grade Execute work requirements as identified in processes and procedures collaborating with and impacting on the work of team members Identify escalation of policy breaches as required Take responsibility for customer service and operational execution tasks Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to Deliver your work and areas of responsibility in line with relevant rules regulation and codes of conduct Gain and maintain an understanding of own role how the team integrates to achieve overall objectives alongside knowledge of the work of other teams within the function Work within well-defined procedures that may involve a variety of work routines Demonstrate an understanding of the procedures Evaluate and select the appropriate alternatives from defined options Make judgements based on the analysis of factual information Build relationships with stakeholders and customers to identify and address their needs in support of a smooth operating process handling sensitive issues as required All colleagues will be expected to demonstrate the Barclays Values of Respect Integrity Service Excellence and Stewardship - our moral compass helping us do what we believe is right They will also be expected to demonstrate the Barclays Mindset - to Empower Challenge and Drive - the operating manual for how we behave Share jobReasonable adjustmentBarclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments accommodations are put in place to allow for a fair and inclusive recruitment process For more information and how to request one please reviewOur purposeWe re a global vital and highly respected financial organisation with an inspiring Purpose Operating in 39 countries and employing around 100 000 people across the world we help communities individuals and businesses thrive And we ve created financial solutions and technology that the world now takes for granted A career with us can offer incredible variety depth and breadth of experience and the chance to learn from some of the best minds in technology and finance To find out more about Barclays strategy please clickEqual opportunitiesWe are an equal opportunity employer and opposed to discrimination on any grounds It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race colour creed religion national origin alienage or citizenship status age sex sexual orientation gender identity or expression marital or domestic civil partnership status disability veteran status genetic information or any other basis protected by law Right to work statementBarclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for If you currently hold a work visa sponsored by Barclays or you would require sponsorship from Barclays you must declare this as part of your application Sponsored visas are role and entity specific and any changes must be reviewed It is important that you ensure you are working on the correct visa at all times Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time This is Barclays ChennaiBarclays Chennai is one of our key strategic locations Its home to over 5 000 talented and passionate Barclays colleagues across Finance HR operational and technology functions ensuring the banks technology and infrastructure runs smoothly A workplace of the futureOur Chennai office is well-equipped with innovative technology Its designed to be a vibrant and unique working environment for all Your wellbeingWeve an onsite medical clinic staffed by healthcare professionals Our campus also features wellness rooms for relaxation and meditation Your commuteBased at the DLF Cybercity Chennai estate you can get a shuttle bus for easy commuting We also provide child care services More than just a workplaceOur office is close to a variety of great places to eat socialise shop and be entertained Everything you need within easy reach Your browser does not support the video tag This is Barclays ChennaiBarclays Chennai is one of our key strategic locations Its home to over 5 000 talented and passionate Barclays colleagues across Finance HR operational and technology functions ensuring the banks technology and infrastructure runs smoothly A workplace of the futureOur Chennai office is well-equipped with innovative technology Its designed to be a vibrant and unique working environment for all Your wellbeingWeve an onsite medical clinic staffed by healthcare professionals Our campus also features wellness rooms for relaxation and meditation Your commuteBased at the DLF Cybercity Chennai estate you can get a shuttle bus for easy commuting We also provide child care services More than just a workplaceOur office is close to a variety of great places to eat socialise shop and be entertained Everything you need within easy reach Your browser does not support the video tag Be you Be valued Belong We celebrate the unique perspectives and experiences each individual brings believing our differences make us stronger and drive success You can learn more about our commitment to our colleague on our Inclusion and Opportunities page Application ProcessYour applicationWe ll ask for information about you your CV and cover letter 1Your assessmentCovering your behaviours and ability at work 2Your interviewExploring your past experiences and skills 3Next stepWe ll request additional information so that you can complete our screening process 4Working flexiblyWere committed to providing a supportive and inclusive culture and environment for you to work in This environment recognises and supports your personal needs alongside the professional needs of our business If you d like to explore flexible working arrangements please discuss this with the hiring manager Your request will be reviewed in-line with the requirements of the role business needs of the team Hybrid workingWe have a structured approach to hybrid working where colleagues work at an onsite location on fixed xe2x80x98anchor days as set by the business area Please discuss the working pattern requirements for the role you are applying for with the hiring manager Please note that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business Barclays is built on an international scale Our geographic reach our wide variety of functions businesses roles and locations reflect the rich diversity of our worldwide customer base All of which means we offer incredible variety depth and breadth of experience And the chance to learn from a globally diverse mix of colleagues including some of the very best minds in banking finance technology and business Throughout well encourage you to embrace mobility exploring 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