Floor Support

Job Title: Floor Support
Location: Noida

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:

- Role for a Team Support Specialist / Subject Matter Expert
- To support and manage under the supervision of a Team Manager - a large and diverse team of customer facing Personal Bankers working towards pre-defined targets.
- Support and manage day-to-day activities of the team under the supervision of a Team Manager, ensuring compliance to procedures and policy guidelines, encourage and motivate advisors, develop agent skill sets and manage personal development goals for the agents
- Handle Escalation calls and Customer complaints / Supervisor calls
- Assist the Team Manager in the maintenance of Service Level Agreements and Key Performance Indicators through effective team leadership

What will you be doing?
- Ensure daily Schedule Adherence / conformance delivery
- Answer queries raised by the Client & Personal Bankers related to the process
- Take escalated calls and return calls when a message is taken. Perform regular Quality checks for the Team
- Monitor performance for all Personal Bankers on a monthly basis. Convey feedback received from Quality to all Personal Bankers
- Weekly Update on performance levels and address administrative issues arising out of day-to-day working
- Keep the TM regularly updated of any developments relating to the performance of the team, updates received and queries from Clients
- Ensure each Personal Bankers is informed on product updates for the process
- Conduct regular briefings for the team to discuss performance, Organizational policies and process updates
- Ensure strict adherence to compliance. Conduct Quality Audits for the Team on a regular basis
- Plan and impart necessary process
- related training to the Advisors, where necessary. Ensure that Clients are aware of any issue and concerns
- Prepare reports (adhoc / BAU) periodically to be sent to the client, Identify process gaps and collaborate with the Client to formulate solutions
- Act as an interface with the client and to be responsible for completely managing the day-to-day operational functions for the team.
- Need-based escalation of decisions and ensure proper follow-up of the same

What we’re looking for:

- Minimum B2 12 English Language Fluency (CEF)
- Graduate/Post-Graduate in any discipline (Fresher’s applicable however preferably Graduate Fresher)
- Flexibility in hours of work and ability to work changing shifts patterns

Skills that will help you in the role:

- Prior experience in Customer Service Environment working with teams

Where will you be working?
Noida

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 with, and value everyone's contribution.

Integrity
We operate with honesty, transparency and fairness in all we do.

Service
We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.

Excellence
We champion innovation, and use our energy, expertise and resources to make a positive difference.

Stewardship
We prize sustainability, and are passionate about leaving things better than we found them.
Our Mindset s