Skill: policies , training , hr , leave policy , performance appraisals; Exp: 0-3 years; To manage a large and diverse team of Process Associates 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 Your Role Ensure daily Schedule Adherence Answer queries raised by the Client & Advisors related to the process Take escalated calls and return the calls when a message is taken Perform regular Quality checks for the Team Monitor performance for all Advisors on a monthly basis Convey feedback received from Quality to all Advisors 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 ongoing feedback and training Keep track of PIP letters to be issued Keep track of leaves availed by Advisors & update them with HR / leave policy Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews Essential Skills Skills/Competencies Familiar with Operating Systems (Windows 98/95/2000/NT) MS Office Application Suite (Preferably Word, Excel & PowerPoint) Excellent verbal and written communication skills Experience Hands on experience of team handling experience in customer service environment Excellent track record during past work experience. Demonstrated team handling skills in the past Desirable skills Education Graduate from a reputed Institute or University in any discipline (BA, BSc, B.Com, BBM, BHM etc.) About UsBarclays is a transatlantic consumer, corporate and investment bank offering products and services across personal, corporate and investment banking, credit cards and wealth management, with a strong presence in our two home markets of the UK and the US. Our goal is to become the bank of choice by providing superior services to customers and clients and supporting our stakeholders via a commercially successful business that generates long-term sustainable returns. For further information on EVP, please click on the link below https//now.barclays.com/WCP/content/intranet/en/functions/operations-and-technology/global-service-centre/EVP.html Risk and Control Objective All Barclays colleagues have to 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. Your Application To be considered for this role, click on the apply button now. https//jobs.barclays.co.uk/search-jobs/ & enter the Job ID. Barclays Values & Diversity Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager. We are an equal opportunity employer and we are opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.
Function: Human Resource / IR / Training & Development