Wa Case Handler

Job Title: WA Case Handler
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.
If you would like some flexibility, then please discuss this with the hiring manager.

Introduction:
This role provides operational support and service to employees, Stakeholders and Vendors in relation to Benefits day to day activities, employee queries and escalations. The role holder will require strong analytical and organising skills to enable case investigation and correction to ensure time critical activity is completed on a regular basis. Person must work to identify continuous improvement and trends with the ability to make recommendations where service improvement/change is necessary.

What will you be doing?

75%
- Provide second tier level of advice, investigation and resolution for query management of Vendors, Employees or Stakeholders.
- Analyse and resolve queries generated out of the weekly interfaces.
- Work with other teams within HR Operations, Reward and third party suppliers to resolve and investigate root cause.
- Ensure ordering of items are properly done in Coupa Portal and Concierge process is followed accordingly.

25%
- Ensure controls & checks are timely completed and signed off, governance routines, documents’ filling requirements and administration processes are followed at all times.
- Appropriate handling and investigation of customers’ requests, escalations and complaints. Providing constructive feedback and suggestions of suitable corrective actions.
- Ensure Risk Events are raised on a timely manner, root cause investigated and remediation plans are in place. Ensure implementation of efficient preventive measures reducing possibility of all types of risk to minimum.
- Support HR Operations teams, ensuring that the day to day tasks are completed within SLA, administration of systems and implementation of requirements to the business is effective.

What we’re looking for:

- In depth knowledge of legislation in relation to payroll and benefits.
- Knowledge of calculations and processes both standard practise and Barclays Bank PLC specific where internal policy/dispensations apply.
- In depth working knowledge of IT systems to include SAP, Siebel. (or) any other HR Systems
- In depth knowledge of other HR processes/areas and their end to end links to HR operations including SAP/Siebel connector, HR operations telephony, Organisational Management (OM), MI, Employee Relations, HR Policy, HR Legal, Group Tax and Redundancy.
- Knowledge of calculations and processes both standard practise and Barclays Bank PLC specific where internal policy/dispensations apply.
- In depth knowledge of legislation in relation to payroll and benefits, knowledge of calculations and processes both standard practise and Barclays Bank PLC specific where internal policy/dispensations apply.
- An understanding of the calculation of salaries/allowances and various absences including sickness, maternity, paternity and career breaks with the ability to identify the correct data applicable to the case in hand to achieve the highest level of accuracy.
- Customer Service Experience.
- Excellent communication skills - verbal, written & presentation.

Skills that will help you in the role:

- In depth knowledge of MS Excel.
- Case management problem solving and accuracy/attention to details.
- General PC skills, including strong excel skills, enabling analysis of accurate MI and data compilation from various reporting tools.
- Ability to work under tight timeliness, coordinate and prioritise activities, self-discipline and motivation.

Where will you be working?

Chennai

Be More at Barclays
Interested and want to know more about Barclays? Visit home.barclays/who