Job Description

Job Title: Officer Barclaycard COE WFM 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 pay

Job Title: Officer Barclaycard COE WFM 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, 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. We're 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: This role is part of the BGSC & Offshore Workforce Management function reporting into AM - WFM and accountable for Intraday and Realtime management across the shared service center cluster base in India and Offshore. Based Offshore in India to manage the Work Force Management Function and accountable for the overall delivery of WFM related SLA's and all WFM related deliverables. Additional scope of position includes coordination between Onshore and Operations Management, Business Continuity Management team, Tech teams across various areas to ensure smooth functioning of the business. Real time monitoring on WFM tools, understanding Operational reporting requirements and supporting the same, regular analysis and feedback for better control and management will be the key responsibility for this role. The role is wide ranging and work closely with BGSC Business Unit Heads, Onshore Business Unit Heads within and outside of GRB and Group Functions. What will you be doing Realtime Management: Ensure robust and efficient operational framework around real-time management to enable all Client and internal SLA's to be met, mainly with respect to conformance, Adherence and Interval based Adherence. Some key accountabilities in this area would be: . Managing the dept's workload and ensuring mitigation plans in case of any issues. . Trend analysis along with analytical modelling and optimization for all the processes within the dept. purview. . Candidate would also be required to automate reports and continuously build new and better applications/processes . Constant touch with Onshore Intraday team and BGSC Operations for better control management. . Real-time activities with regards to dynamic break movement and floor management to ensure that half hourly targets are complied with . Meeting Expectations of the Ops Team & raising red flags on timely manner and identify bottle necks . Supply all relevant information required by Operations & Onshore Team to carry out and improve overall service . Report Timeliness & Accuracy - Ensuring that all real-time/historical reports are sent out in a timely manner and the level of accuracy is maintained . Attending daily/weekly & any other ad-hoc calls with onshore on a regular basis . Meeting daily, weekly and monthly line adherence as per the defined targets . Updating all relevant exceptions on TTV in a timely and accurate manner . Carry out various housekeeping related activities on TTV . Streamlining the overall WFM process by creating tools and processes which will enable smooth functioning of the Team / Process. . Being a team player, assisting team mates as and when required. Workload sharing in absence of team members. . Effective co-ordination with other departments (Internal/ External) via verbal and written communication . Managing projects/Migrations assigned to business we support and our own departments . Working on process improvements through Pitchin's and WB's. Thereby ascertaining the QNI benefit . Managing team performance and day to day activities in absence of the line manager . Realtime activities with regards to dynamic break movement and floor/seat management to ensure that half hourly targets are complied with . Maintaining standardisation across the WFM Function in terms of procedures and policies and streamlining the overall WFM process by creating tools and processes which will enable smooth functioning of the Team / Process . Ensuring timely and effective housekeeping of all WFM related tools . Ensure delivery of structured MI Reports on time with accurate information for all processes across all sites of BGSC. . Reports to be produced on a daily, weekly and monthly frequency basis process and business requirements. . Formulate regular reports to communicate information in a consistent and timely manner. . Provide timely reporting and recommendations to key stakeholders for effective decision making What we're looking for: . Graduate in any stream . Excellent communication and analytical skills. . Skilled communicator at a wide variety of levels and capabilities . Collaborative and able to share best practice at all levels. . Committed to the global vision for the Bank. Skills that will help you in the role: . Relevant domain experience in WFM in large BPO . Understanding of performance metrics and their co-relations for. E.g. Service Level, Occupancy, ASA, forecast variance, AHT fore variance, Line & schedule adherence, conformance etc. . WFM tool specific methodology - for e.g. Total View Real time management, MU's & CT's and reporting from TTV Tool. . Attrition and Shrinkage calculation and its implications. Must have the potential for further development personally and professionally with the ability to take on other roles within the Group. 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.