Operations Manager

Join us as a Operations 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 Operations Manager, must be subject matter expert providing a world class range of operational and transactional services for the benefit schemes that are provided to Barclays employees; engaging with key stakeholders within the Rewards & Performance centres of excellence, external suppliers, and colleagues within the Benefits employee helpdesk.

About Human Resources (HR)

The Barclays HR purpose is “making Barclays a great place to work”. From recruitment to retention, skills development to talent management, Barclays HR supports them all. The HR Function is made up of 1,500 people globally including centres of expertise specialising in diversity and inclusion; employee relations; learning; resourcing; reward and performance; and HR operations.

We want to create the best possible experience for our colleagues - whether they’re experienced professionals or just starting out. We offer them plenty of opportunities to develop and get the most from their careers.

HR Operations provide their support through Global HR Service Centres, consisting of approximately 350 colleagues based across India, UK, US and APAC. 

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Overall purpose of role

Subject Matter Expert providing a world class range of operational and transactional services for the benefit schemes that are provided to Barclays employees; engaging with key stakeholders within the Rewards & Performance centres of excellence, external suppliers, and colleagues within the Benefits employee helpdesk.

Key Accountabilities

• Subject Matter Expert in Pensions and Benefits and how they operate, working towards pre-defined targets.
• Operating best-in-class end to end processes and controls.

• To lead on the delivery of Benefits and Rewards impacting projects incorporating change and business migration to agreed timescale, quality, ensuring objectives are delivered and improvements achieved.
• To deliver Service Level Agreements and Key Performance Indicators.     

Operational Processing and Service Excellence

• Develop, manage and maintain Benefits operational procedures and practices.
• Ensure that Benefit operational servicing and processing meets the needs of the customer and the business through stakeholder discussion.
• Responsible for query escalation and complaint handling for queries relating to Benefits and prompt root cause analysis of issues/planning and on-time delivery of rectification activities as required.
• To liaise with the Reward Transaction Cycle to define and administer the benefits incorporating legislative, system, operational and business changes, communications to customers and testing, as required.
• Co-ordinate and report all Benefit risks in line with HR guidelines including compliance with legislation, ensuring robust plans are in place and executed to time/quality.
• Analyse and report on Benefit related MI and any business opportunities or themes supported by the data.

Operational Change Management

• Identify opportunities to develop the service in line with the Benefit provision, Policy guidance, best practise and operational efficiencies.
• Work in partnership with the wider HR Operational and Control teams to shape and develop the customer experience and deliver Benefit related business objectives.
• Work in partnership with governing bodies or Reward Policy team to ensure implementation and delivery of legislative and policy change.
• Make operational change decisions based on an evaluation of risk, cost, resource availability, customer service and overall impact on Benefit operational servicing & processing model.
• Operate and evaluate implemented process, procedure and policy change and feedback to relevant parties.
• Support transitional change activity to either embed new operational services or migrate services to other areas of HR Operations.

Stakeholder Management and Leadership

• Lead on specific benefit related projects as required.
• Responsible for the provision of progress updates to Line Management and Stakeholders, identifying and reporting areas of Risk and escalating issues in a timely manner.
• Establishing day to day relationships with peers within HR business and customer to manage the smooth transition of the project from inception through to live, supporting the project in the realisation of anticipated benefits.

Decision-making and Problem Solving

• Build trust through credible use of facts and data and possesses ability to creatively resolve problems and issues at pace.
• Analyse problems and evaluate options prior to decision making - commit to a course of action after identifying and assessing alternatives based on logical assumptions, facts, resources, constraints and organisational values.

Risk and Control Objective

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

Person Specification

• SME in Pensions and Benefits operation
• Proven ability to effectively manage multiple priorities/projects, ensuring consistent delivery to a high standard and customer satisfaction.
• Strong communication, presentation and negotiation skills with the ability to influence and build commitment amongst senior stakeholders.
• Demonstrate resilience - reacts positively to changes and maintains poise, focus and flexibility when encountering difficulties or obstacles.
• Possess a demonstrable ability to effectively engage with stakeholders, whilst being able to clearly communicate requirements and liaise with peers who are required to support the delivery.

Essential Skills/Basic Qualifications:

• Degree qualified or with equivalent professional qualifications or demonstrable experience in lieu of this
• Experience of Benefits, governance, controls and risk management.
• Excellent people management skills in relation to performance, motivation, development and delivery
• Customer Service experience – ability to deal with a varied customer base, including business customers & senior stakeholders, and explain complex queries clearly

Desirable skills/Preferred Qualifications:

• Preferably degree qualified in a numerate or HR-related discipline
• Experience of working within a HR operational and service delivery environment
• Generalist HR experience within complex organisations

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.

You may be assessed on the key critical skills relevant for success in role, such as experience with pensions and benefits experience.

The role is based out of Pune.

Purpose of the role

To design and implement programmes and initiatives that support the growth and development of the bank’s employees and leaders. 

Accountabilities

• Development and implementation of training and development programmes and initiatives, including creation and execution of training sessions, workshops, and other learning opportunities.
• Collaboration with HR and hiring managers to analyse the current and future development needs of the organisation.
• Design and delivery of classroom and digital based training content, programmes and associated User Experience.
• Management of onboarding programmes including training, onboarding materials, introduction meetings and providing support throughout the onboarding process.
• Analysis of data and metrics to measure success of talent development programmes and initiatives.
• Development and implementation of coaching and mentoring programmes, train the trainer programmes for facilitators and relevant educational materials.
• Develop and implement talent pipelining processes, identifying, managing, progressing and promoting talent capability across the bank with succession management and career progression’.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• 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 will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

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.