Assistant Vice President

Job Title: Assistant Vice President
Location: Chennai

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, and your request will be reviewed subject to business needs.

Hybrid Working

We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances These requests will be reviewed and agreed for a period of time i.e., will have a start and end date.
Please discuss the detail of the working pattern options for the role with the hiring manager.

Introduction:

• Manage a team of team managers who in turn manage teams of 12 – 20 Advisors
• Ensure smooth functioning of the process and compliance to procedures and policy guidelines; Lead the team into operational growth. To proactively build relationships with customers (internal and external); Responsible for managing Process, People, Metric & Client relationship; Ensure effective resource utilization.

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 client 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
 Mentor and ensure smooth induction of new hires in the process
 Develop strategic & tactical plans to identify, analyse and effectively respond to clients needs, emerging trends and best practices
 Work closely with HR to ensure high employee morale and retention initiatives
 Manage attrition by implementing measures for retention of work force
 Review, recommend and implement new methods and procedures to ensure efficiency of operations
 Conduct dip checks of parameters that impact performance to ensure data integrity
 Conduct skip level meetings at regular intervals to address concerns, if any
 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, Transition/Projects & Technology to ensure that the internal SLAs are met
 Assist in budget management & cost control measures
 Understand billing parameters of clients and take measures to ensure billing optimization
 To be involved in recruitment & selection process of floor employees
 Monitor employees count for full time attendance
 Conduct performance reviews daily/weekly/monthly
 Co-ordinate with Helpdesk for employees query resolution
 Monitor and manage call/process related quality
 Interact with other operations teams to avail required information
 Liaise with HOD/ COO regularly
 Manage various trainings namely Ex. Process, Up skill and Refreshers
 Involve in corporate social responsibility initiatives (Community)
 Liaise with departments like transport, admin and HR-Ops to facilitate efficient management of Operations
 Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews

Team Management

• Measuring performance of the team
• Confirmation and on going feedback and training
• Build effective vertical and horizontal communication channels across the organization
• Formulate long term plans for the development and motivation of the team
• Nominate sub-ordinates for suitable training programs sponsored by the organization to enhance their capabilities and skill level.
• Offer cordial work environment and cohesive work relationship with the direct reports to facilitate performance.
• Coach and mentor sub-ordinates by involving them in decision making process
• Ensure that role profiles of the team are reviewed and updated annually

What we’re looking for:

Skills/Competencies
 Familiar with Operating Systems (Windows 98/95/2000/NT), Knowledge of MS Office (Word, Excel, PowerPoint) & People Soft, Proficient in using email; Exposure to technology- database management, networks & links
 Customer focus/Market awareness
 Attention and key focus on procedural compliance
 Analytical bent of mind
Education
 Post graduate degree/diploma in management
Experience
 Minimum 8-10 years of prior work experience in a service industry with 5 years in a BPO/Call centre
 Demonstrated team handling skills in the past
 Adept at communicating across business and cultural barriers to ensure customer satisfaction

Skills that will help you in the role:

 People centric
 Problem Solving
 Leadership
 Result oriented

Where will you be working?
Chennai

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.