Team Manager
- Barclays
- 1 - 4 Years
- Noida, Gurugram
- 3 years ago
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Job Description
About Personal & Business Banking operations
Personal & Business banking services for UK customer ranging processes from Opening, Maintenance, wide variety of Servicing & Closures.
Overall purpose of role
- To manage a large and diverse team of Process Associates working towards pre-defined targets
- Manage day-to-day activities of the team and ensure compliance to procedures and policy guidelines, encourage and motivate advisors, develop agent skill sets and manage personal development goals for the agents.
- Assist the Operations Manager in the maintenance of Service Level Agreements and Key Performance Indicators through effective team leadership
- Coach & monitor advisors, track performance and initiate dialogue with non-performers
- Identify key areas of development for self & team, nominate for relevant trainings
Key Accountabilities
- Identification of simplification opportunities
- Work on continuous improvement and streamline process gaps with effective controls
- Work with technology/transformation on strategic/tactical initiatives
- Identify opportunities to Digitise customer communication
- Ensure daily Process KPIs are met without any breach
- End to end process knowledge with a steer to improve customer journey
- Answer queries raised by the Client & Advisors related to the process
- Manage escalations and perform regular Quality checks for the Team
- Monthly one on one discussion with team and documentation of key improvement areas for advisors
- Monitor performance & raise PIP for objective not met during defined period
- Convey feedback received from quality to all advisors
- Effective administration and manage Active ops through loading & variance meeting
- Tracking attrition and maintaining within sustainable limits.
- Ensure each advisor is informed on product updates for the process
- Measure performance of the team for e.g. performance appraisals, confirmations and ongoing feedback and training
- Nil Audit observations and control breach
- Ensure change governance followed as applicable
Stakeholder Management and Leadership
- Follow escalation matrix reporting
- Prepare reports (adhoc/BAU) periodically to be sent to the client
- Identify process gaps and collaborate with the Client to formulate solutions
- Act as an interface with the client and to be responsible for completely managing the day-to-day operational functions for the team
- Create and implement effective cross training within the function to support high demand.
- Uphold the controls and procedures for the team, review and update as necessary.
- Contribute towards process improvements within the team to drive efficiency and cost savings
- Controls validation to provide assurance that significant known issues have been resolved in a sustainable manner
Decision-making and Problem Solving
- To be a single point of contact for addressing grievances
- Respond and resolve issues arising out of work or from within the team across departments that may have a bearing on team effectiveness
- Need-based escalation of decisions and ensure proper follow-up of the same
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.
Person Specification
Essential Skills/Basic Qualifications:
Skills/Competencies
- Familiar with Operating Systems (Windows 98/95/2000/NT)
- MS Office Application Suite (Preferably Word, Excel & PowerPoint)
- Excellent verbal and written communication skills
- Supported with one or more RPA technologies (eg. UI path, Automation and Blue Prism)
- Minimum 1 year or internship with financial institution sector.
- Masters/MBA from any discipline
- Minimum team handling experience in customer service environment
- Excellent track record during past work experience.
- Demonstrated team handling skills in the past
Desirable skills/Preferred Qualifications:
- MS Office Application Suite (Preferably Word, Excel & PowerPoint)
- Excellent verbal and written communication skills
Employement Category:
Employement Type: Full timeIndustry: Banking
Functional Area: Pharmaceutical
Role Category: Clinical Team Manager
Role/Responsibilies: Team Manager
Contact Details:
Company: BarclaysLocation(s): Noida, Gurugram
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Keyskills: Team Manager
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