Job Title : Team Support Specialist
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.

Working Flexibly

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 support the Team Manager, 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 Team 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 calls when a message is taken. 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 address administrative issues arising out of day-to-day working
• Keep the TM 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
• Set targets for the team. Ensure target achievement adhering to Service Level Agreements
• Conduct regular briefings for the team to discuss performance, Organizational policies and process updates
• Ensure strict adherence to compliance. Conduct Quality Audits for the Team on a regular basis
• Prepare development plans for every team member with a suitable plan of action. Counsel team members, whenever required
• Plan and impart necessary process- related training to the Advisors, where necessary. Ensure that Clients are aware of any issue and concerns
• Prepare reports (adhoc/BAU) periodically to be sent to the client, identify process gaps and collaborate with the Client to formulate solutions
• Act as an interface with the client and to be responsible for completely managing the day-to-day operational functions for the team.
• Need-based escalation of decisions and ensure proper follow-up of the same
• Risk and Control Objective - Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Barclays Policies and Standards

What we’re looking for:
 Excellent track record during past work experience
 Experience of working in Operations
 Completed 12 months in their current role and presently at a BA2 or BA3 Grade

 Any graduate.

Skills that will help you in the role:
 Achieving high standards and delivering results with accuracy and attention to detail
 Flexibility in hours of work and ability to work in changing shifts patterns
 Experience in Fraud Operations

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.