Job Title: Process Expert
Location: ChennaiAbout 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
Were 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 youre 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, and your request will be reviewed subject to business needs.Hybrid WorkingWe are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. Were flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances These requests will be reviewed and agreed for a period of time i.e., will have a start and end date.
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 individuals 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 were 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?
ChennaiBe More at Barclays
At Barclays, each day is about being more - as a professional, and as a person. Be More @ Barclays represents our core promise to all current and future employees. Its the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are.
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 collaborative relationships to get things done.