Job Description

Job Title: Customer Care Leader 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 Take ownership for managing risk and strengthening controls in relation to the work you do 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, and your request will be reviewed subject to business needs. Hybrid Working Structured hybrid role: At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, \'anchor\', days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business. Introduction: \' 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 What will you be doing \' Ensure daily Schedule Adherence \' Answer queries raised by the Client & Advisors related to the process \' Take escalated calls and return the calls when a message is taken \' Manage escalations and Perform regular Quality checks for the Team \' Monitor performance for all Advisors on a monthly basis \' Convey feedback received from Quality to all Advisors \' Weekly Update on performance levels to the \' Address administrative issues arising out of day-to-day working \' Keep the OM regularly updated of any developments relating to the performance of the team, updates received and queries from Clients \' 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 \' Keep track of PIP letters to be issued \' Keep track of leaves availed by Advisors & update them with HR / leave policy \' Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews What we\'re looking for: 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) Education \' Graduate from a reputed Institute or University in any discipline (BA, BSc, B.Com, BBM, BHM etc.) Experience \' Minimum 4 years of team handling experience in customer service environment \' Excellent track record during past work experience. \' Demonstrated team handling skills in the past Skills that will help you in the role: . Experience in handling automations projects 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.

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