Job Description

What will you be doing?

Assist in providing support to customers with their complex requests Assist in the analysis and evaluation of operational processes and workflows Support customers in fulfilling their requests and resolving their queries and concerns through one/multiple channels Collaborate with other team members and SMEs to implement best practices Support the development and documentation of operational procedures and policies Conduct regular meetings with the Ops teams to ensure that the internal SLAs are met Monitor and report on key performance indicators (KPIs) to identify trends and areas of improvement Review, recommend and implement new methods and procedures to ensure efficiency of operations Drive quality and process improvement initiatives such as Six Sigma/Lean to ensure continuous improvement Provide reports on the process metrics to the Leadership Monitor and manage call/process related quality Interact with other operations teams to avail required information Manage various trainings namely Ex. Process, Up skill and Refreshers Participate in cross-functional projects to enhance overall business operations Establish the most effective and efficient solutions to complex technical issues referred by Advisors and customers Co-ordinate / liaise with IT Support on faults and changes, user Ids, etc Involve in corporate social responsibility initiatives (Community) Liaise with departments like transport, admin and HR-Ops to facilitate efficient management of Operations Accountable for ensuring operatives have timely and complete understanding of technical changes and their implications for the customer experience Accountable for identifying, analysing and resolving/implementing processing issues to prevent re-occurrence, reducing loss to the business

What are we looking for?

Strong analytical and problem-solving skills Excellent communication and interpersonal abilities Detail-oriented with a strong commitment to accuracy & quality Ability to work collaboratively in a team environment Eagerness to learn and develop expertise in operational management Bachelor's degree in Business Operations Management, or a related field from a top-tiered institute Proficiency in MS Application Suite: PowerPoint & Excel Proficiency in data analysis tools and software is a plus

Purpose of the role

To support the day-to-day operations of the operations business division providing insights and expertise that help more senior colleagues make informed decisions, develop new products and services, and identify new market opportunities

Accountabilities

Performance of KYC tasks while following standard procedures related to Client Due Diligence and AML policies. Monitoring of real time transaction flow, trade updates and exception queues to ensure timely and accurate trade representation across systems. Address incident, problem and change management issues to improve services across the bank. Provision of support to continuous improvement of the operational process and the development of best practices; coming up with ways to improve systems and processes. Provision of support for cleared derivatives, performing perform daily reconciliation of related fees undertake a range of complex customer and product related processing activities. Participation in training and development programs to enhance skills and knowledge.

Analyst Expectations

To meet the needs of stakeholders/ customers through specialist advice and support Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles. Likely to have responsibility for specific processes within a team They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate team resources. If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L - Listen and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others. OR for an individual contributor, they manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team. Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams. Check work of colleagues within team to meet internal and stakeholder requirements. Provide specialist advice and support pertaining to own work area. Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct. Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams. Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise. Make judgements based on practise and previous experience. Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures. Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements. Build relationships with stakeholders/ customers to identify and address their needs.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship - our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset - to Empower, Challenge and Drive - the operating manual for how we behave.