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Senior Analyst

Delhi, National Capital Territory of Delhi

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Senior Analyst

Delhi, National Capital Territory of Delhi

Apply for job

Date live: May. 15, 2024

Business Area: COO & Functions

Area of Expertise: Operations

Reference Code: 90385587

Contract: Permanent

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Job Title: Senior Analyst
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 effectively and efficiently respond to customer calls/make outbound calls to customers, reply to their queries and resolve issues. 
•    To effectively and efficiently work on cases, reply to their queries and resolve issues. 
•    To ensure the quality of output and accuracy of information is maintained


What will you be doing?

Analyst

•    Deal with customer queries and ensure appropriate resolution is offered to be able to manage customer experience and NPS (Net Promoter Score)
•    Handle customer requests with the support of clearly defined scripts and processes. Adhere to the Service Level Agreements specified by the client / process and ensure adherence to time schedules
•    May have the authority to release and verify funds across a variety of systems used by the department. Deal with customers and may be required to identify, log and escalate complaints and resolve queries by tracking them internally and escalate upwards if necessary
•    Responsible for the management of own daily workload, to ensure telephone enquiries / queries are dealt with in an efficient and knowledgeable manner to meet the demands of the business grades of service and ensuring that all unresolved cases / queries are allocated to the respective areas. 
•    Responsible for identifying potential loss situations promptly escalating to the relevant areas to minimise the risk to the business and the customer.
•    Adhere to organizational wide information security policies and procedures. Assist Team Manager / Process Expert in administration of the section, including organising workflow, queue management and query resolution
•    Identifying & mitigating possibility of Fraud for new / existing customers on multiple portfolios
•    Using initiative and investigating suspicious activity to reduce fraud losses
•    Actively involved with problem solving and dealing with contentious issues whilst maintaining excellent customer service/satisfaction
•    Dealing with and resolving all internal customer queries
•    Understand Complaint rationale, and to complete root cause analysis where necessary
•    Acknowledging customer complaints, dealing with dissatisfaction FPOC to assuage customer concerns and attempt to resolve them using knowledge & expertise while correctly logging the complaint and escalating if the need arises
•    Complying with all mandatory controls and governance/compliance regulations
•    Empowered to make final judgment calls on ID&V  fails, complex queries
•    Adhere to the Service Level Agreements specified by the client / process
•    Ensure adherence to time schedules
•    Keep up to date with all governance and mandatory training
•    Adherence to local & business policies and procedures

Team Support Specialist

•    Analysis of Call/Case Monitoring data to identify common strengths & development areas across teams/ communities and working with the Team Manager/Operations Manager to assist with up-skilling/training initiatives to deliver improvements.
•    Co-ordinate / liaise with IT Support on faults and changes, user Ids, etc.
•    Supporting the Team/Community by monitoring performance during sales and operational initiatives
•    Manage the communications and Change calendar to ensure all messages are received in a timely and efficient manner by all teams and advisors. Support the Team Manager by managing all logistics
•    To provide support and cover in terms of process management to other Process Experts as required ensuring effective team working across the operation
•    Complete all tasks as outlined in Team Support Specialist Role depending on area of the business. Examples may include (but not exhaustive of):
•    Collating of Communication/Process Updates
•    Real Time Adherence
•    Attendance Issues
•    Updating of individual’s HR files
•    Return to Work
•    Analysis of data outputs by individual, Team and/or Community, recommend actions for improvements to Team Manager/Operations manager, and undertake trainings as required
•    Provision of 2-way feedback to Team Manager/Operations Manager
•    Delivery of up-skilling sessions to resolve common trends from Quality Team/Process Experts
•    Conduct daily huddles to provide process updates and share process scores
•    Act as a back-up Team Manager in his/her absence

What we’re looking for:

•    Experience Required – 2+ years of Voice experience
•    Graduate in any discipline
•    Experience of Contact Centre systems and shaping new procedures and exchanging best practice to improve advisors and customer experience.

Skills that will help you in the role:

•    Detailed understanding of the business operational objectives, service standards and compliance requirements
•    Knowledge of bank and product procedures and policies specifically Regulatory Compliance for products and services 
•    Excellent organisational and planning skills. The role holder needs to be able to simultaneously balance the logistics of:
•    Managing the facilitation of all phone activity 
•    Plan the logistics of communications schedules
•    Strong interpersonal and relationship building skills to ensure Team Managers and/or Operational Manager receive quality service; Needs to be able to build relationships with supporting areas such as process quality 
•    MS Office Suite (Preferably Excel, Word & PowerPoint)
•    Broad understanding of Contact Centre structure and staff roles

•    Ability to complete or advise on completion of high volume routine/non-routine tasks and prioritise accordingly.
•    Team Handling and Escalation handling ability.
•    Technical systems and procedure training experience.
•    Workflow time management experience

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.

More about working at Barclays

We're committed to providing a supportive and simplified experience for our candidates throughout the application and assessment process. Here, you will find information about what to expect and some guidance around your assessment and interview.

While the application process depends on the role, there are some constant steps, which are;

Step 1 - Your application
Step 2 - Your assessment
Step 3 - Your interview
Step 4 - Next steps

We aim to create an inclusive work environment where everyone can reach their full potential. If you require any adjustments to our recruitment process, please click here to learn more.

Find out more information here.

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 our business and our community.

We are an equal opportunity employer and 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.

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.

More content

The Barclays Way

This is the spirit of Barclays. It’s why we exist, what we believe and how we behave. But most importantly, it’s how we make decisions, take action and get things done.

Learn more

Purpose

Working together for a better financial future.

Values

We believe great talent RISES. It acts with Respect, Integrity, Service, Excellence and Stewardship.

Mindset

We discover our full potential through our desire to Empower, Challenge and Drive each other.

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