Process Expert

**Job Title**: Process Expert

**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

Hybrid Working

BUK & BX - All locations

**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?
- Establish the most effective and efficient solutions to complex technical issues referred by Advisors and customers
- Co-ordinate / liaise with IT Support on faults and changes, user Ids, etc
- Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews
- Accountable for ensuring operatives have timely and complete understanding of technical changes and their implications for the customer experience
- Accountable for identifying, analysing and resolving/implementing processing issues to prevent re-occurrence, reducing loss to the business
- Work with Team Manager and take joint responsibility for the control the workflow to ensure process efficiencies are achieved, team performance is optimised, Service Level Agreement are met by ensuring productivity and accuracy measures are in place
- Provide End to End dedicated and robust specialist KYC expertise throughout the On-boarding and Refresh Process. Using expert KYC knowledge, communication and problem solving skills to analyse KYC information, that has been provided by Clients or sourced from the public domain, for a broad range of Corporate Clients, including a wide variety of specialist industry sectors and various unique/bespoke projects.
- Use strong communication skills to explain the reasons for our KYC requirements, to manage Client expectations regarding our processing times, and to always deliver an excellent Client experience making Barclays the ‘go to bank’.
- Work closely with other KYC Managers to support KYC Leadership in delivering an outstanding performance across the team, demonstrating excellent behaviours and positively embracing and contributing to the KYC change programme.
- Complete all tasks as outlined in Team Support Specialist Role depending on area of the business. Examples may include (but not exhaustive of):

- Collating of Communication/Process Updates
- Real Time Adherence
- Attendance Issues
- Updating of individual’s HR files
- Return to Work
- To provide support and cover in terms of process management to other Process Experts as required ensuring effective team working across the operation
- Responsible for verification and authorisation of entries within signatory limits and non-conformant items/referrals which may be staff prompted or system generated
- Accountable for ensuring staff understand and adhere to procedures and quality controls, and that checks are completed as required
- Provision of 2-way feedback to Team Manager/Operations Manager
- Conduct daily huddles to provide process updates and share process scores
- Act as a back-up Team Manager in his/her absence
- Identify areas for improvement. Adds value and improves customer Service
- Preparing reconciliation templates and discussing open items with the respective stakeholders for timely clearance.

**What we’re looking for**:
Personal attributes essential to performing role including competencies, expertise, knowledge, and experience.

**Skills that will help you in the role**:

- Detailed understanding of the business operational objectives, service standards and compliance requirements
- Knowledge of bank and product procedures and policies specifically Regulatory Compliance for products and services
- Excellent organisational and planning skills
- Strong interpersonal and relationship building skills to ensure Team Managers and/or Operational Manager receive quality service; Needs to be able to build relationships with supporting areas such as process quality
- MS Office Suite (Preferably Excel, Word & PowerPoint)
- Broad understanding of Back Office Operations structure and staff roles
Education & Experience
- 2-5 years of relevant experience
- Graduate in any discipline
- Experience of Back Office Operations systems a