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
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:

- To manage the functions of the unit as per specified service level agreements and to ensure optimal distribution of workload in order to achieve objectives for the unit
- Responsible for the coordination of work carried out by the processors/ authorisers and ensure accurate and seamless execution of assigned workflow

What will you be doing?
- Analysis of Query Responses & Customer Satisfaction Survey Feedbacks to identify common strengths & development areas across teams/ communities and working with the Team Manager to assist with up-skilling/training initiatives to deliver improvements.
- Handle Escalation and provide input for improvements.
- Provide Guidance/Resolve Query in accordance to approved process and procedures, international regulations and within pre-agreed service levels and with speed and accuracy.
- Co-ordinate/liaise with IT Support on faults and changes, user Ids, etc.
- Work with the Team Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews.
- Manage all communications are received and communicated to the team in a timely and efficient manner.
- Support the Team Manager by managing all logistics.
- Complete all tasks as outlined for the role. Examples may include (but not exhaustive of):

- Collating of Communication/Process Updates
- Real Time Adherence
- Attendance Issues
- Ensure PKT is completed on timely manner
- Updating of individual’s HR files
- Return to Work
- Analyse individual/Team performance & recommend actions for improvements to the Team Manager, and undertake trainings as required.
- Conduct daily huddles to provide process updates and share process scores.
- Act as a back-up Team Manager in his/her absence.

What we’re looking for:

- Graduate in any discipline
- Knowledge of HR Operations product procedures and policies and experience in managing contact centre model.
- Completed at least 12 months in the role
- Rated strong & above on both what & how for the previous year

Skills that will help you in the role:

- Experience in Customer Service and/or or Voice-based team/organization.
- Experience of working in BPO/KPO

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 per