Job Description

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
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 Working

We 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:

\xc3\xaf\xc2\x82\xc2\xa7 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?
\xc3\xaf\xc2\x82\xc2\xa7 Establish the most effective and efficient solutions to complex technical issues referred by Advisors and customers
\xc3\xaf\xc2\x82\xc2\xa7 Co-ordinate / liaise with IT Support on faults and changes, user Ids, etc
\xc3\xaf\xc2\x82\xc2\xa7 Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews
\xc3\xaf\xc2\x82\xc2\xa7 Accountable for ensuring operatives have timely and complete understanding of technical changes and their implications for the customer experience
\xc3\xaf\xc2\x82\xc2\xa7 Accountable for identifying, analysing and resolving/implementing processing issues to prevent re-occurrence, reducing loss to the business
\xc3\xaf\xc2\x82\xc2\xa7 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
\xc3\xaf\xc2\x82\xc2\xa7 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.
\xc3\xaf\xc2\x82\xc2\xa7 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.
\xc3\xaf\xc2\x82\xc2\xa7 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.
\xc3\xaf\xc2\x82\xc2\xa7 Complete all tasks as outlined in Team Support Specialist Role depending on area of the business. Examples may include (but not exhaustive of):
o Collating of Communication/Process Updates
o Real Time Adherence
o Attendance Issues
o Updating of individuals HR files
\xc3\xaf\xc2\x82\xc2\xa7 Return to Work
\xc3\xaf\xc2\x82\xc2\xa7 To provide support and cover in terms of process management to other Process Experts as required ensuring effective team working across the operation
\xc3\xaf\xc2\x82\xc2\xa7 Responsible for verification and authorisation of entries within signatory limits and non-conformant items/referrals which may be staff prompted or system generated
\xc3\xaf\xc2\x82\xc2\xa7 Accountable for ensuring staff understand and adhere to procedures and quality controls, and that checks are completed as required
\xc3\xaf\xc2\x82\xc2\xa7 Provision of 2-way feedback to Team Manager/Operations Manager
\xc3\xaf\xc2\x82\xc2\xa7 Conduct daily huddles to provide process updates and share process scores
\xc3\xaf\xc2\x82\xc2\xa7 Act as a back-up Team Manager in his/her absence
\xc3\xaf\xc2\x82\xc2\xa7 Identify areas for improvement. Adds value and improves customer Service
\xc3\xaf\xc2\x82\xc2\xa7 Preparing reconciliation templates and discussing open items with the respective stakeholders for timely clearance.

What were looking for:
\xc3\xaf\xc2\x82\xc2\xa7 Detailed understanding of the business operational objectives, service standards and compliance requirements
\xc3\xaf\xc2\x82\xc2\xa7 Knowledge of bank and product procedures and policies specifically Regulatory Compliance for products and services
\xc3\xaf\xc2\x82\xc2\xa7 Excellent organisational and planning skills
\xc3\xaf\xc2\x82\xc2\xa7 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
\xc3\xaf\xc2\x82\xc2\xa7 MS Office Suite (Preferably Excel, Word & PowerPoint)
\xc3\xaf\xc2\x82\xc2\xa7 Broad understanding of Back Office Operations structure and staff roles

Education & Experience

\xc3\xaf\xc2\x82\xc2\xa7 Min. years of relevant experience
\xc3\xaf\xc2\x82\xc2\xa7 Graduate in any discipline
\xc3\xaf\xc2\x82\xc2\xa7 Experience of Back Office Operations systems and shaping new procedures and exchanging best practice to improve advisors and customer experience

Skills that will help you in the role:
\xc3\xaf\xc2\x82\xc2\xa7 Ability to complete or advise on completion of high volume routine/non-routine tasks and prioritise accordingly
\xc3\xaf\xc2\x82\xc2\xa7 Team Handling and Escalation handling ability
\xc3\xaf\xc2\x82\xc2\xa7 Technical systems and procedure training experience
\xc3\xaf\xc2\x82\xc2\xa7 Workflow time management experience

Where will you be working?
Chennai

Be 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.

Barclays