Officer Wfm

Job Title: Officer WFM - CoE
Location: Noida

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 is part of the BGSC & Offshore Workforce Management function reporting into AM - WFM and accountable for Intraday and Realtime management across the shared service center cluster base in India and Offshore.

Based Offshore in India to manage the Work Force Management Function and accountable for the overall delivery of WFM related SLA’s and all WFM related deliverables. Additional scope of position includes coordination between Onshore and Operations Management, Business Continuity Management team, Tech teams across various areas to ensure smooth functioning of the business. Real time monitoring on WFM tools, understanding Operational reporting requirements and supporting the same, regular analysis and feedback for better control and management will be the key responsibility for this role.

The role is wide ranging and work closely with BGSC Business Unit Heads, Onshore Business Unit Heads within and outside of GRB and Group Functions.

What will you be doing?

Realtime Management:
Ensure robust and efficient operational framework around real-time management to enable all Client and internal SLA's to be met, mainly with respect to conformance, Adherence and Interval based Adherence. Some key accountabilities in this area would be:

- Managing the dept’s workload and ensuring mitigation plans in case of any issues.
- Trend analysis along with analytical modelling and optimization for all the processes within the dept. purview.
- Constant touch with Onshore Intraday team and BGSC Operations for better control management.
- Real-time activities with regards to dynamic break movement and floor management to ensure that half hourly targets are complied with
- Meeting Expectations of the Ops Team & raising red flags on timely manner and identify bottle necks
- Supply all relevant information required by Operations & Onshore Team to carry out and improve overall service
- Report Timeliness & Accuracy - Ensuring that all real-time/historical reports are sent out in a timely manner and the level of accuracy is maintained
- Attending daily/weekly & any other ad-hoc calls with onshore on a regular basis
- Meeting daily, weekly and monthly line adherence as per the defined targets
- Updating all relevant exceptions on Aspect/Alvaria in a timely and accurate manner
- Carry out various housekeeping related activities on Aspect/Alvaria
- Streamlining the overall WFM process by creating tools and processes which will enable smooth functioning of the Team / Process.
- Being a team player, assisting team mates as and when required. Workload sharing in absence of team members.
- Effective co-ordination with other departments (Internal/ External) via verbal and written communication
- Managing projects/Migrations assigned to business we support and our own departments
- Working on process improvements through Pitchin’s and WB’s. Thereby ascertaining the QNI benefit
- Managing team performance and day to day activities in absence of the line manager
- Realtime activities with regards to dynamic break movement and floor/seat management to ensure that half hourly targets are complied with
- Maintaining standardisation across the WFM Function in terms of procedures and policies and streamlining the overall WFM process by creating tools and processes which will enable smooth functioning of the Team / Process
- Ensuring timely and effective housekeeping of all WFM related tools
- Ensure delivery of structured MI Reports on time with accurate information for all processes a