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About Barclays

Barclays Bank provides financial services such as the issuance of credit cards, retail banking, wealth management, issuance of loans, investment, and corporate banking to its clients. 

Your role

Introduction:

• Role of a Team Support Specialist / Subject Matter Expert.
• To support and manage under the supervision of a Team Manager - a large and diverse team of customer-facing Personal Bankers working towards pre-defined targets. 
• Support and manage day-to-day activities of the team under the supervision of a Team Manager, ensuring compliance with procedures and policy guidelines, encouraging and motivating advisors, developing agent skill sets, and managing personal development goals for the agents.
• Handle Escalation calls and Customer complaints / Supervisor calls. 
• To work as Subject Matter Experts by acting as the go-to contacts for process and application expert support. 
• Assist the Team 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/conformance delivery. 
• Answer queries raised by the Client & Personal Bankers related to the process. 
• Take escalated calls and return calls when a message is taken. Perform regular Quality checks for the Team. 
• Monitor performance for all Personal Bankers on a monthly basis. Convey feedback received from Quality to all Personal Bankers.
• Weekly Update on performance levels and address administrative issues arising out of day-to-day work. 
• Keep the TM regularly updated on any developments relating to the performance of the team, updates received, and queries from Clients. 
• Ensure each Personal Banker is informed on product updates for the process.  
• 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.  
• Plan and impart necessary process-related training to the Advisors, where necessary. Ensure that Clients are aware of any issues 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 be responsible for completely managing the day-to-day operational functions of the team. 
• Need-based escalation of decisions and ensure proper follow-up of the same. 

Training & development

At Barclays, each employee can go on a personalized learning journey that includes best-in-class digital content, as well as accessible, anywhere, anytime learning and development opportunities designed to support them in the jobs they do today and help them prepare for future opportunities. This learning, available in a variety of forms, aims to develop their technical job-specific skills, personal skills, and leadership skills.

Benefits

 Listed below are some benefits:

• Paid holiday and vacation
• Competitive pay
• Private medical care
• Disability assurance
• Flexible working
• Life assurance
• Voluntary benefits
• Retirement planning

Career progression

Barclays Bank is redefining the job roles and positions to be better positioned for banking in the digital age. They take its human resource seriously and aim to provide a rewarding experience for its employees. They offer Foundation and Higher Apprenticeship opportunities that freshers can take advantage of. They provide a wide range of career opportunities in a supportive work environment.

Work-life balance

They provide their employees, globally, to work flexibly and empower them to work in a way that suits their lives and enables them to better serve their customer's and client’s needs. Work days are usually from Monday to Friday. 

Culture & vibe

Barclays offers a diverse, inclusive, and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do, and celebrated for their contribution to their business and the community. They are an equal opportunity employer and are opposed to discrimination on any grounds. 

About you

To apply for this position, you must have;

What they’re looking for:

• Minimum B2 12 English Language Fluency (CEF).
• Graduate/Post-Graduate in any discipline (Fresher’s applicable however preferably Graduate Fresher). 
• Flexibility in hours of work and ability to work changing shift patterns.

Skills that will help you in the role:

• Prior experience in Customer Service Environment working with teams.

How to apply

To apply for this role, just click on the "Apply on employer site" button, which navigates to the career section where the application can be filled out and submitted.