Barclays - Assistant Manager - HR Operations

Job Title: Team Manager

Corporate Grade: BA4

Reports to (Line Manager's Job Title): AVP

Direct Reports (if applicable): Yes

Business Area: Operations & Technology

Department/Function Level 1: Group HR

Department/Function Level 2: Global HR Operations

Primary Location: Chennai

IAR Role: No

Regulated Role : No

About Barclays :

- Barclays 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.

- Our two clearly defined divisions, Barclays UK and Barclays International, provide diversification by business line, geography, and customer, enhancing financial resilience and helping to contribute to the delivery of consistent returns through the business cycle. We have a strong core business with exciting prospects, well positioned to deliver long-term value for our shareholders.

- Consistent with the objective of delivering long-term sustainable value for all our stakeholders, we have developed our Shared Growth Ambition - our approach to citizenship and the sustainability of the business model we operate. The aim is to make decisions and do business that provides our clients and customers, and the communities which we serve, with access to a prosperous future.

The delivery of our strategy is underpinned by the energy, commitment and passion of our people, and we are clear on our common purpose: to help people achieve their ambitions, in the right way.

About Global HR Operations :

- HR Operations provide consistent, quality advice and support to all colleagues globally on general HR queries on; Onboarding and screening administration

- Personal information updates

- People management (e.g. absence, transfers and exit)

- Organisation and position management

- Learning administration

- Performance management administration

- Payroll

- Contingent worker management

Overall purpose of role

- To manage a large and diverse team of helpdesk advisors working towards pre-defined targets.

- Manage day-to-day activities of the team and ensure compliance with procedures and policy guidelines, encourage and motivate advisors, develop agent skill sets and manage personal development goals for the agents.

- Assist the Service line lead to maintain Service Level Agreements and Key Performance Indicators through effective team leadership.

Key Accountabilities :

- Ensure daily Schedule Adherence are managed to factor capacity.

- Manage the frontline team of advisors who handle query management for all HR General queries for UK/India/APAC region

- Perform regular Quality checks and monitor performance for all advisors on a monthly basis and have monthly 1-2-1 sessions to discuss improvements & any additional training if required.

- Convey feedback received from Quality to all Advisors.

- Address administrative issues arising out of day-to-day working.

- Manage the communications and Change calendar to ensure all messages are received in a timely and efficient manner by all teams and advisors.

- To provide support and cover in terms of process management to other Process Experts as required ensuring effective team working on the operation

- Analysis of data outputs by individual, Team and/or Community, recommend actions for improvements to Team

- Manager/Operations Manager, and undertake training as required

- Keep the service line lead regularly updated of any developments/improvements relating to the performance of the team, updates received and queries from Clients.

- Keep track of leaves availed by Advisors & ensure they have updated them with HR on a timely manner.

- Work with the service line lead to plan and provide support/guidance with Disciplinary & Grievances, completing documentation and scribing for interviews.

Stakeholder Management and Leadership :

Leads by example build strong relationships, motivates and inspires people. Takes accountability for own development and supports others through sharing knowledge and honest two-way feedback

Key Behavioural Indicators :

- Role models enthusiasm and a positive, professional attitude

- Acknowledges and reinforces outstanding performance

- Acknowledges the importance of constructive, open and honest feedback and willingly participates in feedback activities in order to assist others with personal development

- Builds confidence and knowledge in managing development activities for team

- Act as an interface with the client and to be responsible for completely managing the day-to-day operational functions of the team.

Decision-making and Problem Solving :

- Demonstrates a broad understanding of how metrics used to measure performance.

- Analyses problems and evaluates options in a logical and systematic way.

- Seeks the advice of stakeholders to better create clarity in complex situations, understand problems, evaluate options and make decisions.

- Reprioritises own activities to respond to new information and changing requirements whilst staying focused on results.

- Considers the impact of their actions and decisions on key stakeholders, seeking to deliver a positive outcome for those involved

Risk and Control Objective :

All Barclays 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

Essential Skills/Basic Qualifications:

- Detailed understanding of the business operational objectives, service standards, and compliance requirements

- Knowledge of HR Operations product procedures and policies and experience in managing contact center model

- Shaping new procedures and exchanging best practice to improve advisors and customer experience

- Excellent organizational and planning skills.

- Strong interpersonal and relationship building skills. Needs to be able to build relationships with supporting areas such as process quality

Desirable skills/Preferred Qualifications :

- 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.

Purpose and Values :

- Barclays has a single cross-business Purpose for Barclays and five core Values which underpin it.

Our Purpose is helping people achieve their ambitions in the right way. Put simply this is the answer to the question - What is Barclays for- and it should guide our every action as employees.

Respect -

We respect and value those we work with and the contribution that they make.

Integrity -

We act fairly, ethically and openly in all we do.

Service -

We put our clients and customers at the center of what we do.

Excellence -

We use our energy, skills, and resources to deliver the best, sustainable results.

Stewardship -

We are passionate about leaving things better than we found them.