People Leader - Specialist Customer care

Step into a role of People Leader-Specialist Customer Care, 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:

• 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 OM 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

• Measure performance of the team for e.g. performance appraisals, confirmations and on-going feedback and training

• Issue & Keep track of PIP letters. Keep track of leaves availed by Advisors & update them with HR / leave policy

• Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews

• 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

• Provide efficient leadership to the team, manage attrition rate within target levels, Ensure high levels of motivation among the team

• 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 (ad-hoc/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.

• To be a single point of contact for addressing grievances, Respond and resolve issues arising out of work or from within the team across departments that may have a bearing on team effectiveness

• Need-based escalation of decisions and ensure proper follow-up of the same

Stakeholder Management and Leadership

• Liaise with UK counterparts

• Drive a team of 18 - 20 frontline agents and a Team Support Specialist for seamless service delivery

• Build a healthy working relationship with all in-house & onshore Barclaycard stakeholders. Forge new working & professional relationships with all stakeholders

Decision-making and Problem Solving

• Desired candidate should be proactive, forthcoming with sound exposure to Fraud and Card operations

• Should be able to counter Conflicts constructively, keeping business interests in mind

• The incumbent should be analytical in their approach to take decisions and solve problems

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 lead and develop a highly engaged team, pioneering an omni channel experience to achieve consistently excellent customer outcomes. Build and maintain your team’s capability to deliver excellent customer outcomes through identifying, understanding, and meeting customer needs both internally and externally, using available tools and enablers to grow business performance. 

Accountabilities

• Customer service to create excellent customer satisfaction and positively influence NPS (Net Promoter Scores), act as an ambassador for Barclays externally and internally, creating connections and growth for customers.
• Identification and maintenance of active performance management standards across the team, communicating to and inspiring colleagues to be commercially minded, achieve goals and expectations, measure them frequently and honestly to ensure personal growth and support early identification and intervention where required.
• Day to day running of the business, using internal and external insights to develop an effective business plan, making evaluative judgments to support customers with their financial needs and drive long term sustainable revenue growth in your area.
• Market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.
• Cultivation of a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact.
• Creation of an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues and Outcomes.
• Operational performance of allocated sites and surrounding touchpoints. Ensuring operational and risk frameworks are adhered to for all direct reports, including observations.
• Creation of a culture which enables focus on building deeper relationships with customers and contribute to the overall success of Barclays.

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.