• Job Description

  Req#: 90378324

  Job Title: AVP 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
  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:

  Work with key stakeholders and current model owners to rebuild and maintain resource planning and financial cost allocation models, utilising a broad technical skill set including data extraction, workplace measurements and analytical model building principals. Support in the creation of new analytical models, providing deeper workload and cost insights to additional channels within the business, e.g. Barclaycard, Business banking etc. Offer additional innovations where possible to core principals by utilising business understanding and continuously assessing development opportunities. Have a high focus on sustainability and automation in order to create a legacy impact whilst minimising operational risk and future workload.

  What will you be doing?

  Great Place to Be:
  Contribute to Central Operations becoming a highly connected, high performing team by:

  • Encouraging you to give your time and expertise to deliver a positive social and business impact, whether supporting your shared goals, helping people develop vital enterprise, employability and financial skills, or getting involved with the causes you personally care about
  • Becoming the ‘Go-To’ bank requires us to focus on both 'what' we deliver and 'how' we achieve it – both of these are informed and driven by our Purpose, Values and Behaviours, and how we organise ourselves. With our Purpose (helping people achieve their ambitions in the right way), our Values (Respect, Integrity, Service, Excellence and Stewardship) and the Behaviours that underlie these, we have a clear and common foundation for all our businesses, geographies and colleagues across Barclays to work from. This foundation forms a basis for all our processes, policies, changes, decisions and most importantly what we do every day. They describe what we will be driven by, believe and do when we become the ‘Go-To’ bank.
  • Working collaboratively across functions on key initiatives, developing shared understanding, insight and effectiveness. Role model this behaviour and be able to evidence tangible examples of joining up across central operations to deliver more than the sum of its parts.
  • Proactively identifying opportunities to enable wider colleague development and take responsibility for driving your own development. Identify personal priorities and encouraging regular feedback to create clear actions that will improve performance.
  • Specialise in an area of demand or supply analytical modelling, ensuring we have a fair, accurate and consistent allocation of resource nationally

  Sustainable revenue leading to growth:
  • Producing and continuously improving a process that provides directors and their teams with insight and opportunities to improve resourcing and cost allocation.
  • Sourcing and analysing complex data to establish trends.
  • Being factually driven, focused on empirical evidence to drive accurate, valid and relevant conclusions.
  • Producing productivity and or cost analysis that improves effectiveness and efficiencies across branch peer groups.
  • Innovation of resource planning outputs to ensure they remain relevant and they support the platform for growth, understand root causes of any issues with the application of insight, and find solutions.
  • Supporting the delivery of tools and the insight that quantifies resource required to truly achieve effective capacity management and business growth at branch to national level.

  Transform how we interact with customers:
  • Developing his/her own situational empathy, to enable them to grow key stakeholder relationships to enrich the end outcome for our customers.
  • Proactively being part of a culture where branch colleagues feel supported by the team, and our outputs delivery real tangible benefits to the front line, that fully meets their needs to deliver excellent customers outputs.
  • Maintaining the accuracy and auditing of data, tools, FTE models, forecasting, and reporting that influence the alignment of colleague supply to demand.
  • Innovation of capacity and productivity tools and models that reflect the changing landscape of our business and our customers’ needs.
  • Informing the opportunity available to achieve productivity consistency of colleagues to improve customer experience.
  • Raising risk appropriately to safe guard interest of the company, colleagues and customers.
  • Ensuring stakeholder reporting requirements are achieved timely and effectively

  
  What we’re looking for:

  • Understanding of forecasting basic – as Month of the year, Week of the Month, Day of the Week, Time of the day etc.
  • Ability for precise Incorporation of assumptions in forecasting model such as – marketing strategies, campaigning and other factors influencing the forecast.
  • Detailed resource plan understanding for hiring process.
  • Thorough understanding of erlangC algorithm and its incorporation and execution of spreadsheet.
  • 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.
  • Identifying trends and seasonality to forecast with precision.
  • WFM tool specific scheduling methodology – for e.g. Total View® schedule bidding method, “Automatic agent assignment method” comprising creation and administration of tour groups and tour templates.
  • Thorough understanding of applying Weighted moving averages, point estimations, time series (preferred), regression and various techniques.
  • Excellent working knowledge and hands on experience of Microsoft Office applications including MS Excel, PowerPoint, IEX, CMS Avaya, databases, visio etc.

  
  • Graduate/Post Graduate/MBA
  • Relevant domain experience in WFM in large BPO
  • Ability to develop visions and translate into strategies and operational delivery.
  • Skilled communicator at a wide variety of levels and capabilities
  • Developer of people and “talent”
  • Strong leadership skills with proven experience of creating an overall improvement in performance and productivity.
  • Collaborative and able to share best practice at all levels.
  • Politically astute and able to understand the dynamics of large, complex organisations.
  • Committed to the global vision for the Bank.
  • Must have the potential for further development personally and professionally with the ability to take on other roles within the Group.
  • Customer - Ensure both onsite & onshore customer satisfaction
  • Process - Identify process and procedural improvements and make recommendations for change. Building a cross skilled team across lines of business
  • Capability - Create an empowering environment for people in team, encouraging individual ownership, initiative, Develop motivated high performing team committed to achieving success, Coach direct reports to achieve maximum potential.

  Skills that will help you in the role:

  • Relevant domain experience of establishing and running a WFM function and team across multi business lines.
  • Excellent communication and analytical skills

  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.

• About the company

  From current accounts, mortgages and insurance, to loans, credit cards and saving accounts – see how we can help you. Let’s go forward

Notice