Job Description

Job Title: Assistant Manager - 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 leads the BX & Offshore Workforce Management function reporting into Assistant Vice President – WFM Scheduling and Planning and accountable for the overall delivery of accurate and timely information across the shared service center cluster base in India and handling Offshore WFM Scheduling and Planning Team which would include managing forecasting, planning, scheduling needs of processes based offshore/onshore and to assist in migrating or transitioning WFM requirements from various locations of various onshore based businesses. Based Offshore in India to manage the Work Force Management Scheduling and Planning Team and accountable for the delivery of WFM related SLA’s and all WFM related deliverables. Additional scope of position includes coordination between Onshore and Operations Stakeholders, Resource Planning & Scheduling, Expertise in WFM Tools like Aspect, AWS etc. , regular analysis like Utilization analysis, Shift Simulations, Inflex Simulations etc. and feedback for better control and management The job holder to support WFM function across the outsourced service provider and requires having strong knowledge of WFM related concepts and tools. Communication with relevant stakeholders is integral part of the position The role holder will be responsible to manage WFM Scheduling and Planning for the organization and will also be responsible to ensure flawless planning ensuring SLA's are met for the business with the team. Will support the operations group within BX India to help businesses analyse measure and improve upon their operational metrics/performance for continuous improvement to reach par excellence

Following responsibilities are given to this position: 1. Drive automation and related projects for building efficiencies in operations. Communicate requirements and for delivery and implementation of required products
2. Analyse data and output metrics produced and use innovation and creativity in formulating results and recommendation from the data so generated
3. Schedule the staffing /shifts pertaining to Barclays operations of over 3000+ employees including Planning, Scheduling, & Relevant Analysis with customers ranging from within BX India & attaining a global footprint by driving continuous synergy with teams across the globe
4. Manage a cross functional team and provide management with operations critical information related to performance measured against agreed SLA’s and provide inputs on daily operations by maintaining structured data, publishing scheduled reports and providing suggestions around performance improvement
5. Workforce Management ShARP CoE – Managing Forecasting, Planning & Scheduling framework of over 3000+ employees across BX India & Barclays UK. A COE that consists of professionals that forecast FTE requirement & create capacity models using various dynamic and complex forecasting concepts like time series, regression, AREMA etc. & schedule towards intraday level staffing demand based on the forecasts.
6. Manage all processes within the purview and provide expertise related to forecasting, planning, capacity modelling and erlangC based models/analysis
7. Planning & Scheduling - Effective & Robust planning and scheduling process across all lines of business. Ensuring that schedule delivery takes place in a timely and accurate manner
8. Capacity Modelling – Developing complex capacity models for voice and back-office processes to ensure demand is mapped aptly with the supply.
Resource Planning – Developing and managing resource plans by analysing & planning realistic throughput and attrition assumptions. What will you be doing?
Manage WFM Centre of Excellence Planning and Scheduling Team for BX and accountable for the overall delivery of all internal WFM requirements across all relevant BX processes, to handle extended WFM function across the outsourced service provider Planning & Scheduling: Lead the work with Operations Stakeholders to support robust planning, scheduling & forecasting framework for BX based processes and ensure that all planning, scheduling & forecasting related deliverables are managed within a specialised group offering various services around the same, namely: a) Ensuring correct, most updated, realistic requirement and commitment is sent to the onshore team within the stipulated time lines. Ensure that the planning is apt, thereby not impacting the real time team and ops
b) Effective & proactive communication of any change in requirements within the team, Stake Holders and Clients.
c) Managing resource planning by analysing & planning realistic throughput and attrition assumptions.
d) Managing hiring plan creation during FTE ramp up’s or ramp down’s.
e) Effective forecasting of contacts via appropriate methodologies including time series, regression, weighted moving averages etc.
f) Ensuring capacity modelling for processes to ensure demand is mapped aptly with the supply.
g) Effective leave management process in-line with schedule generation
h) Ensuring that schedule visibility is provided to the Ops team in a timely and effective manner
i) Schedule Efficiency and improvisation where required
j) Ensure that schedules are in line with the scheduling framework of respective process and taking seat capacity into consideration
k) Ensuring that all scheduling related reports are sent out in a timely manner and the level of accuracy is maintained - 0% error rate
Co-Lead a well-defined WFM ShARP vertical offering a gamut of services pertaining to Workforce Management (WFM). Offerings include Forecasting, Planning, Scheduling, Resource Planning & Capacity Modelling, with customers ranging from within BX & attaining a global footprint by driving continuous synergy with teams across the globe

• Deliver services that directs and determines effective usage of resources by providing operational support through efficient scheduling and workforce deployment
• Professionals to forecast FTE requirement using various dynamic & complex forecasting concepts like time series, regression, AREMA etc. & schedule staffing based on the forecasts.
• Creating capacity models to enable assessment of workforce and support that by maintaining and publishing resource/recruitment plans

Support productivity and performance of the workforce more effectively through a technology solution that meets the following objectives:

• Ensure that we have the right Force (size and skill) to handle the Load (work).
• Continuously help business to monitor, deliver and improve performance goals.
• Track the quantity of activities/operations and ensure quality assurance levels are met and right processes followed.
• Ensure processes are correct, effective and efficient
• Understand better what our frontline staff are doing and identify opportunities to improve performance through process changes and performance development.

Controls and Audits: Ensure efficient and effective governance, accountability and control is maintained across all activities, which entails:
a) Ensuring 100% compliance with all BX policies and Barclays Standards Documentation of all critical activities performed by function having impact on cost and revenue
b) Roles and responsibilities for Records Management Compliance, Complete BX Fraud Assessment for MI & WFM
c) Ensure all documentation for BIA and external audits are complete, manage BIA audit points to on time closure, and pass Issue Assurance
d) Joiners, Movers & Leavers Management on all relevant applications People Management
a) Ensure overall team direction and priorities are clearly shared within the team
b) Performance manage resources within line-managed team, including
a. Maintain performance plans that meet SMART objectives
b. Assess performance semi-annually to feed into cross team consistency check
c) Work with individuals to develop action plans to close performance gaps
d) Ensure team adheres to appropriate compliance, risk and controls responsibility
Create an empowering environment for people in team, encouraging individual ownership, initiative and challenge of status quo. Ensuring smooth functioning of team. Ensuring the morale and performance of the team is maintained. Create a motivated team that has clarity of goals and development orientation What we’re looking for:
 Graduate/Post Graduate/MBA
 Overall 5 Years of WFM experience with minimum Years of relevant domain experience of Scheduling and Planning
 Good Analytical Skills, in depth understanding and knowledge of WFM & WFM related tools
 Sound knowledge of WFM concepts and industry standards around WFM
 Excellent communication skills

Skills that will help you in the role:

• Ability to manage Workforce Management at all levels
• Understand & interpret Leadership issues/needs, Predict future business needs, Drive Performance & Delight Customers, Execute at Speed, Grow Talent and Capability
• Ability to work under pressure, Creative and innovative approach, Able to establish unequivocal facts

Where will you be working?
Noida 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. It’s 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.