Vice President - Voice Ops - #978180

Barclays


Date: 1 week ago
City: Delhi, Delhi
Contract type: Full time
Job Title: Vice President- Voice Ops

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 Voice Operations for Barclays through Team Managers across multiple sub units within Voice Operations - managing c150-200 billable FTEs and supervisory support staff across Voice business clusters with multiple stakeholders, Including contribution to automation & transformation as relevant

What will you be doing?


  • Ensure Service Level Agreements for the process are met as agreed upon with the client.
  • Identify causes for non-achievement of Service Level Agreements, develop solutions and implementing the same. Review and analyze performance reports against targets on a weekly/monthly basis with Team Managers and with stakeholders and investigate causes for performance deviations
  • Ensure process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery, Monitor compliance adherence through timely audits, generating awareness on the floor etc.
  • Manage performance of individual teams through performance management techniques, career planning strategies and sharing of best practices.
  • Perform trend analysis on MIS/ data and identify deficiencies (tools, metrics and reports) and recommend solutions; ensure maintenance of processes and procedures to facilitate the same
  • Responsible for attrition management and arranging for backfills on a timely basis, develop strategic & tactical plans to identify, analyze and effectively respond to clients needs, emerging trends and best practices
  • Responsible for staff performance, management, compensation and rewards & recognition programs, attend daily huddle with team managers to be updated on all the floor issues concerns, Set KROs for the team managers and ensure KROs are aligned to the client SLAs and the overall organizational goals
  • Drive quality and process improvement initiatives such as Six Sigma/Lean to ensure continuous improvement Provide reports on the process metrics and employee performance to the Top Management
  • Conduct regular meetings with the support teams namely, Rewards, Risk & Governanace, Transition/Projects & Technology to ensure that the internal SLAs are met and the business remains compliant
  • Work with the AVP’s/Team Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews.Provoke interest in tasks, activities and objectives by setting interesting and achievable tasks


What We’re Looking For


  • Graduate/Post Graduate in any discipline
  • 15-18 years of experience, preferably in banking enviroment
  • Excellent track record during past work experience
  • Working knowledge of automation and other relevant technology
  • Customer Obsessed


Skills That Will Help You In The Role


  • A good understanding of Contact Centre business processes and operating procedures
  • Good knowledge & understanding of relevant legislation, Regulatory and FCA guidelines.
  • Ability to communicate & execute complex initiatives to achieve desired results
  • Ability to engage and keep the team motivated
  • Ability to manage conflicts, escalations and demonstrate emotional intelligence
  • Ensure smooth functioning of the process and compliance to procedures and policy guidelines
  • Ability to formulate long term plans for the development and motivation of the team


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.
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