Job Description

Job Title: Team 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
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
WeaAEURA(TM)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 customersaAEURA(TM) and clientsaAEURA(TM) needs. Whether you have family commitments or youaAEURA(TM)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. a,
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 Workinga,

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. WeaAEURA(TM)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:

aAEURAa, a, a, This role will be responsible for managing a team of 12-15 frontline colleagues and be responsible for their performance metrics
aAEURAa, a, a, Align and work with the team towards pre-defined Objectivesa,
aAEURAa, a, a, Assist the AVP and key stakeholders in Barclays 360 with key data insights and advise actions basis the analyzed data.

What will you be doing?
aAEURAa, a, a, Managing team of approx. 12-15 frontline colleaguesa,
aAEURAa, a, a, Ensure timely delivery of all relevant SLAs
aAEURAa, a, a, Weekly Update on performance levels to the stakeholders
aAEURAa, a, a, Address administrative issues arising out of day-to-day workinga,
aAEURAa, a, a, Keep the AVP regularly updated of any developments relating to all performance metrics, updates received and queries from Clientsa,
aAEURAa, a, a, Conduct regular Team meets, 121aAEURA(TM)s & deliver sessions based on TNI identifieda,
aAEURAa, a, a, Manage shrinkage and attrition in their team along with efficienciesa,
aAEURAa, a, a, Act as a subject matter expert and resolve queries of internal and external customersa,
aAEURAa, a, a, Work closely with colleagues through expert coaching skills for performance improvementa,
aAEURAa, a, a, To drive quality & efficiency improvement actions through analysis of chats monitored dataa,
aAEURAa, a, a, Identify, coach and respond to any executive/internal complaints flagged for their team
aAEURAa, a, a, To resolve and document any payroll/transport/admin or BHR related queriesa,
aAEURAa, a, a, Identify broken processes and share process improvement ideasa,
aAEURAa, a, a, To ensure all team activities are completed from controls and compliance standpointa,

What weaAEURA(TM)re looking for:
aAEURAa, a, a, Proven track record in the leadership role with excellent people management skillsa,
aAEURAa, a, a, Demonstrate an in depth knowledge and understanding of financial products and leadership skills to meet the contractual service levelsa,
aAEURAa, a, a, Ability to articulate the problem to different segments of stakeholders within Ops and Tech
aAEURAa, a, a, Knowledge and experience of using Excel, Power points, Tableau to utilize for relevant data analyticsa,
aAEURAa, a, a, Demonstrate an in-depth understanding of chat process and have the ability to support internal and external customersa,
aAEURAa, a, a, Participate in identifying opportunities to drive process improvements, making recommendations to implement and deliver efficiencies within the team
aAEURAa, a, a, The successful candidate will have excellent command of the English language with strong written and verbal communication skills and will be able to communicate effectively across all levels and stakeholders
aAEURAa, a, a, Highly numerate with analytical problem solving ability and the ability to perform deep dive and root cause analysis when required.
aAEURAa, a, a, Expertise in coaching and development, proactive with strong ownership skillsa,

Skills that will help you in the role:
aAEURAa, a, a, Team handling/leadership experience of working in BPO/Chat process and platformsa,
aAEURAa, a, a, Familiarity with procedures, policies, products and services of financial organizationa,
aAEURAa, a, a, Excellent verbal and written communication skills
aAEURAa, a, a, Ability to work under pressure keeping accuracy intact and a quick learner with resilient attitude a,
aAEURAa, a, a, Demonstrate experience in leadership, people management and strong organisational skills
aAEURAa, a, a, Graduate in any discipline

Where will you be working?
Noida

Be More at Barclays
At Barclays, each day is about being more aAEURA" as a professional, and as a person. aAEURA~Be More @ BarclaysaAEURA(TM) represents our core promise to all current and future employees. ItaAEURA(TM)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 Mindseta,

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.

Empowera,
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.

More about working at Barclays

Be More at Barclays

At Barclays, each day is about being more aAEURA" as a professional, and as a person. aAEURA~Be More @ BarclaysaAEURA(TM) represents our core promise to all current and future employees. 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.

Purpose and Values

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.

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.

Diversity and Inclusion

Barclays offers a diverse, inclusive and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do and celebrated for their contribution to our business and our community.

We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Working Flexibly

WeaAEURA(TM)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 customersaAEURA(TM) and clientsaAEURA(TM) needs. Whether you have family commitments or youaAEURA(TM)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. Share job

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The Barclays Way

This is the spirit of Barclays. ItaAEURA(TM)s why we exist, what we believe and how we behave. But most importantly, itaAEURA(TM)s how we make decisions, take action and get things done.

Purpose

We exist to provide responsible finance to people and business aAEURA" but also a whole lot more.

Values

We believe great talent RISES. It acts with Respect, Integrity, Service, Excellence and Stewardship.

Mindset

We discover our full potential through our desire to Empower, Challenge and Drive each other.