Job Description
Job Title: Team Manager
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.
Hybrid Working
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 manage a large and diverse team of process experts 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 Operations 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 escalation calls and return calls when a message is taken. Perform regular Quality checks for the Team
• Monitor performance for all team members on a monthly basis. Convey feedback received from Quality to all
• Weekly Update on performance levels to the 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 or Sanction letters. Keep track of leaves availed by Advisors & update them with HR / leave policy
• Work with 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
What we’re looking for:
• Need to have an in-depth understanding of different Issuing and Acquiring functions
• Graduate/Post-Graduate in any discipline
• Minimum graduation is mandate
• Flexibility in hours of work and ability to work changing shifts patterns
• Should not be on active CAP/DAP
• Last rating PD rating should be Strong & above
Skills that will help you in the role:
• Prior experience in Operations & Team Handling
• Any expertise of handling Voice & Non-voice teams in Merchant operations
• Knowledge around, Fraud, Merchant Support Terminals, Authorisation, Chargebacks and On-boarding will have added benefit
• Awareness of industry recognised process automation tool sets / capabilities
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
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.
Hybrid Working
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 manage a large and diverse team of process experts 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 Operations 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 escalation calls and return calls when a message is taken. Perform regular Quality checks for the Team
• Monitor performance for all team members on a monthly basis. Convey feedback received from Quality to all
• Weekly Update on performance levels to the 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 or Sanction letters. Keep track of leaves availed by Advisors & update them with HR / leave policy
• Work with 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
What we’re looking for:
• Need to have an in-depth understanding of different Issuing and Acquiring functions
• Graduate/Post-Graduate in any discipline
• Minimum graduation is mandate
• Flexibility in hours of work and ability to work changing shifts patterns
• Should not be on active CAP/DAP
• Last rating PD rating should be Strong & above
Skills that will help you in the role:
• Prior experience in Operations & Team Handling
• Any expertise of handling Voice & Non-voice teams in Merchant operations
• Knowledge around, Fraud, Merchant Support Terminals, Authorisation, Chargebacks and On-boarding will have added benefit
• Awareness of industry recognised process automation tool sets / capabilities
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
💡 Quick Summary
Seeking a career-building opportunity? The Team Manager position is now open for candidates interested in the Remote Jobs sector. This role in New Delhi offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Remote Jobs is a plus.
