Colleague services MSP service admin manager

Join us as a "Colleague Services MSP Service Admin Manager " at Barclays, where you'll spearhead the evolution of our digital landscape, driving innovation and excellence. You'll harness cutting-edge technology to revolutionise our digital offerings, ensuring unapparelled customer experiences.

To be successful as a Colleague Services MSP Service Admin Manager, you should have experience with:

• Bachelor's degree in Business Administration, Management, or a related field.
• Proven work experience, preferably in a similar role.
• Strong understanding of non-permanent headcount management and administrative processes.
• Excellent organizational and leadership skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Highly articulate and persuasive communicator with proven written and verbal communication.
• Direct experience of global organisation/colleagues and matrix reporting.
• Organised and structured with high attention to detail.
• Analytical, process orientated, diligent and logical approach to work.
• Comfort with presentation of concepts to stakeholders at a summary level.
• Ability to balance speed of delivery with the requirement to deep-dive in different situations.
• Address critical situations in a seamless and comfortable manner.
• Highly articulate and persuasive communicator with proven written and verbal communication.
• Ability to thrive in a highly complex operating environment and with a huge variety of tasks and challenges.
• Organised and structured with high attention to detail.
• Analytical, process orientated, diligent and logical approach to work.
• Comfort with pulling reports and crunching data.
• Comfort with presentation of concepts to stakeholders at a summary level.
• Ability to balance speed of delivery with the requirement to deep-dive in different situations.
• Address critical situations in a seamless and comfortable manner.
• Direct experience of global organisation/colleagues and matrix reporting.
• Highly articulate and persuasive communicator with proven written and verbal communication.
• Ability to thrive in a highly complex operating environment and with a huge variety of tasks and challenges.
• Proactively seeking opportunities for continuous development.
• Comfort with basic usage of MS Excel (basic formulae, VLookup and other similar basics), MS Word and MS PowerPoint.

Desirable skillsets/ good to have:

• Experience with Workday or similar HR systems.
• Experience in Workforce Management/ Workforce Data Management.
• Domain knowledge of Corporate Real Estate organisations and their working is highly desirable.
• Knowledge of MS Access, Advanced Excel, Tableau or other similar analytical tools.

You may be assessed on the key critical skills relevant for success in role, such as experience with management of vendor staff, as well as job-specific skillsets.

Location - Pune.

Purpose of the role

To agree, implement, monitor and govern the terms and conditions of contractual agreements with internal stakeholders and Barclays suppliers to improve the customer experience. 

Accountabilities

• Identification of industry trends and developments to implement best practice in supplier service management Services and use reporting data & insights to identify service areas that demonstrate potential customer harm.
• Collaboration with teams across the bank to align and integrate supplier service management processes.
• Development and implementation of supplier service management procedures and controls to mitigate risks, maintain efficient operations and enhance customer experience.
• Development of reports and presentations on supplier service management performance and communicate findings to internal senior stakeholders and service recipients through relevant governance forums.
• Identification of areas for improvement and providing recommendations for change in supplier service management processes and provide feedback and coaching for colleagues on these highlighted areas.
• Participation in projects and initiatives to improve supplier service management efficiency and effectiveness and implement changes to service governance as a result of key changes .
• Management of relationships with third-party suppliers, service providers and vendors that provide services to the bank and service recipients, as well as service management stakeholders across the bank .
• Monitoring and negotiating of contractual agreements, such as service level agreements, and governing the adherence of terms and conditions for both internal and external stakeholders to ensure quality, costs and delivery.

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.