Business Engagement Triage Administrator

**Job Title**: Business Engagement Triage Administrator

**Location**:Pune

**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**:

- A lightly Technical and predominantly Process support role, for Cyber Security and Resilience Consultancy teams and processes
- Engage internal customers to direct, manage, respond to and escalate queries
- Provide reports (management information) on volumes, types of request by request type, by team. This includes standard reporting as well as need for ad-hoc reports required by senior stakeholders
- Process management: actively engaging stakeholders to resolve issues
- Process Improvement: contributing to simplification of above activities - improving response quality and speed to better satisfy internal customers and stakeholders
- Building positive relationships with internal customers and stakeholders (mainly comprising business based Information Security teams, Project Managers, PMO teams, CSO teams, Finance and others)

**What will you be doing?**
- Support customer facing Security and Resilience Clinic process: communicating and managing workflow and schedule, manage escalations
- Perform Triage on the flow of technical and business change, to establish where light touch review of Resilience can be applied
- Develop new - and maintain existing - reporting tooling in support of new metrics/KPIs/KRIs/OKRs
- Own reporting process end to end for key measures: act independently as Process Owner
- Engage stakeholder groups to identify issues and resolve (change management)
- Maintaining visibility of and articulating the demand pipeline into SA; including demand volumes and CSO team capacity management
- Facilitating effective recovery of consultancy costs from clients for services delivered
- Performing due diligence & quality assurance on services being provided by Security and Resilience Solutions to ensure adherence to process and consistency of output
- Assisting in the development of robust toolsets to enable the provision of services offered by SA&T and other teams within CSO
- Support and execution of improvements to regular and ad hoc MI across the range of CSO services to track process, flag issues and support decision managing for internal and external customers. Automating where possible, in line with Barclays Lean & Agile agenda.
- Support effective and consistent communications, sharing of knowledge and best practice, and promotion of our services across all available communication media, to internal and external customers.
- Managing internal customer communications including acting on relevant requests, responding to internal customers, routing escalations (via any channel of communication)
- Building and maintaining relationships across CSO and internal customers
- Maintaining BES team procedure documentation

**What we’re looking for**:

- The successful role holder should have experience in working in a fast-past, challenging environment, where they are required to balance varying priorities of the business through their own workload and that of the team.
- They will be comfortable working with diverse senior stakeholder groups and be prepared to challenge requests and negotiate on outcomes in a professional manner to an acceptable end for the customer.
- Software: Advanced skills in Excel, PowerPoint; Medium skills Outlook, Word, SharePoint, Database and reporting.
- Software: familiarity (not expert) with Agile Central, Jira, Confluence
- Experience in MI production/reporting
- Data analysis: use data to highlight issues
- Develop quick understanding of the major roles and responsibili