Job Description
Job Title: Team Manager Chat Operations
Location: Pune
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
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.
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.
Introduction:
This role will be responsible for managing a team of 12-15 frontline colleagues and be responsible for their performance metrics
Align and work with the team towards pre-defined Objectives
Assist the AVP and key stakeholders in Barclays 360 with key data insights and advise actions basis the analyzed data.
What will you be doing?
Managing team of approx. 12-15 frontline colleagues
Ensure timely delivery of all relevant SLAs
Weekly Update on performance levels to the stakeholders
Address administrative issues arising out of day-to-day working
Keep the AVP regularly updated of any developments relating to all performance metrics, updates received and queries from Clients
Conduct regular Team meets, 121’s & deliver sessions based on TNI identified
Manage shrinkage and attrition in their team along with efficiencies
Act as a subject matter expert and resolve queries of internal and external customers
Work closely with colleagues through expert coaching skills for performance improvement
To drive quality & efficiency improvement actions through analysis of chats monitored data
Identify, coach and respond to any executive/internal complaints flagged for their team
To resolve and document any payroll/transport/admin or BHR related queries
Identify broken processes and share process improvement ideas
To ensure all team activities are completed from controls and compliance standpoint
Location: Pune
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
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.
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.
Introduction:
This role will be responsible for managing a team of 12-15 frontline colleagues and be responsible for their performance metrics
Align and work with the team towards pre-defined Objectives
Assist the AVP and key stakeholders in Barclays 360 with key data insights and advise actions basis the analyzed data.
What will you be doing?
Managing team of approx. 12-15 frontline colleagues
Ensure timely delivery of all relevant SLAs
Weekly Update on performance levels to the stakeholders
Address administrative issues arising out of day-to-day working
Keep the AVP regularly updated of any developments relating to all performance metrics, updates received and queries from Clients
Conduct regular Team meets, 121’s & deliver sessions based on TNI identified
Manage shrinkage and attrition in their team along with efficiencies
Act as a subject matter expert and resolve queries of internal and external customers
Work closely with colleagues through expert coaching skills for performance improvement
To drive quality & efficiency improvement actions through analysis of chats monitored data
Identify, coach and respond to any executive/internal complaints flagged for their team
To resolve and document any payroll/transport/admin or BHR related queries
Identify broken processes and share process improvement ideas
To ensure all team activities are completed from controls and compliance standpoint
💡 Quick Summary
Seeking a career-building opportunity? The Team Manager Chat Operations position is now open for candidates interested in the Bank Jobs sector. This role in Pune 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 Bank Jobs is a plus.