B4 QCC Manager

Step into a role of B4 QCC Manager where you’ll take responsibility for client service and operational execution task. You must take responsibility for controlling risk and enhancing controls in connection to your job and areas of responsibility in accordance with rules and regulations. You must follow well defined procedures that may require a range of job routines and make judgement based on practice and previous experience.

To thrive in this role, you’ll need previous experience in:

• Take ownership on training the new joiners on process until accreditation.
• Resolve process queries within 24 hours and seek resolution from onshore if needed.
• Identify Process gaps and provide a strategic fix. Conduct refresher or remedial training based on error analysis for precious and current months.
• Attend regular calls with onshore SMEs to ensure clear process communication across teams and stakeholders.
• Collaborate with the team mangers to manage Escalations from RD/Outreach/Client and put controls in place to avoid future occurrence.
• Quarterly PKT to be conducted.
• Liaise with P&P team to ensure process changes are updated on timely basis.

You may be assessed on key essential skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based out of Noida.

Purpose of the role

To assess the quality of business processes and the execution of processes and develop initiatives to improve quality standards. 

Accountabilities

• Identification of areas for improvement within operations and provide recommendations for change through the quality assurance process.
• Development and implementation of quality  control procedures and controls to mitigate risks and maintain efficient operations.
• Collaboration with teams across the bank to develop quality improvement guidelines, initiatives, objectives, and action plans to monitor performance, improve business areas and govern processes.
• Development of reports and presentations on quality  control performance and communicate findings to internal senior stakeholders.
• Monitoring of customer-facing colleagues’ performance, and evaluating their performance through reviews, quality reporting, policy development and feedback on customer interactions.
• Execution of quality audits of the bank’s processes and operations, aligned to regulatory requirements and internal policies.
• Identification of industry trends and developments to implement best practice in quality assurance services.
• Participation in projects and initiatives to improve quality  control efficiency and effectiveness.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating 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 develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• 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 own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

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.