Process Expert Job in Chennai at Barclays

Barclays is hiring for the role of Process Expert!

Responsibilities of the Candidate:

• Establish the most effective and efficient solutions to complex technical issues referred by Advisors and customers.
• Co-ordinate/liaise with IT Support on faults and changes, user IDs, etc.
• Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews.
• Ensure operatives have timely and complete understanding of technical changes and their implications for the customer experience.
• Work with Team Manager and take joint responsibility for controlling the workflow to ensure process efficiencies are achieved, team performance is optimized, Service Level Agreements are met by ensuring productivity and accuracy measures are in place.
• Provide support and cover in terms of process management to other Process Experts as required, ensuring effective team working across the operation.
• Ensure staff understand and adhere to procedures and quality controls, and that checks are completed as required.
• Provide two-way feedback to Team Manager/Operations Manager.
• Conduct daily huddles to provide process updates and share process scores.
• Act as a backup Team Manager in his/her absence.
• Identify areas for improvement. Add value and improve customer service.
• Prepare reconciliation templates and discuss open items with the respective stakeholders for timely clearance.

Requirements:

• 2-5 years of relevant experience.
• Graduate in any discipline.
• Experience in Back Office Operations systems and shaping new procedures, exchanging best practices to improve advisors and customer experience.
• Ability to complete or advise on completion of high-volume routine/non-routine tasks and prioritize accordingly.
• Team handling and escalation handling ability.
• Technical systems and procedure training experience.
• Workflow time management experience.