Process Expert

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

Take ownership for managing risk and strengthening controls in relation to the work you do

Working Flexibly

Hybrid Working

Structured hybrid role:
Introduction:
To work in a team environment for providing guidance and resolving complex queries processing various transactions based on policies and processes instructions within agreed timelines with accuracy to consistently provide a high level customer service.

What will you be doing?
- Provide Guidance/Resolve Query in accordance to approved process and procedures, international regulations and within pre-agreed service levels and with speed and accuracy.
- Handle complex queries / escalation queries and provide inputs for improvements
- Adhere to quality control discipline, procedures and checks at all times.
- Ensure “customer centric” approach is applied when resolving the queries
- Day to day query resolution, with upward escalation of more complex queries to the management team.
- Report issues and concerns as soon as possible to seniors’/ team leaders/ managers etc in time and with complete information, in which effort is made to prevent or limit possible damage.
- Responsible for driving own performance management, collating relevant documentation, preparing for and arranging self-performance reviews.
- Thorough solution of queries & identify improvements to processes.
- Maintain effective performance by being adaptable and positive in approach to dynamic business circumstances, questioning procedures and proactively seeking solutions

What we’re looking for:

- Ability to work independently or as part of a team.
- Ability to drive performance and achieve results
- Effective escalation handling and time management skills
- Strong analytical and data interpretation skills.
- Ability to perform data analysis, identify areas of opportunities and drive process improvements
- High customer focus and ability to address customer needs effectively
- Achieving high standards and delivering results with accuracy and attention to detail.
- Ability to work in shifts
- MS Office Applications (preferably, Excel, word & PowerPoint)

Skills that will help you in the role:
Basic Qualification:

- 3-7 years of relevant experience
- Graduate/Post-Graduate in any discipline
- Knowledge of HR Operations product procedures and policies and experience in managing contact centre model.
- Flexibility in hours of work and ability to work changing shifts patterns
- Completed at least 12 months in the role
- Rated Strong & above on both what & how for the previous year

Preferred Qualifications:

- Experience of working in customer facing roles in BPO/KPO
- Familiarity with procedures, policies, products and services of a financial organisation
- Ability to work within deadlines/customer demand

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 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 shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.
Empower
Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure.
Challenge
Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.
Drive
Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build coll