Vacancy description
Barclays
India, Pune
Customer Care Team Leader - Immediate start in Pune, India is listed on Jobeax. Browse 30,000+ vacancies available.
Step into a role of a Customer Care Leader at Barclays, where you'll play a pivotal role in shaping the future. Support various business areas with day-to-day initiatives including processing, reviewing, reporting, trading, and issue resolution.
Manage escalations and 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 AVP/VP.
Keep the OM regularly updated of any developments relating to the performance of the team, updates received and queries from Clients (if any).
Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances (if any).
You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.
To lead and develop a highly engaged team, pioneering an omni channel experience to achieve consistently excellent customer outcomes. Build and maintain your team's capability to deliver excellent customer outcomes through identifying, understanding, and meeting customer needs both internally and externally, using available tools and enablers to grow business performance.
Customer service to create excellent customer satisfaction and positively influence NPS (Net Promoter Scores), act as an ambassador for Barclays externally and internally, creating connections and growth for customers.
Identification and maintenance of active performance management standards across the team, communicating to and inspiring colleagues to be commercially minded, achieve goals and expectations, measure them frequently and honestly to ensure personal growth and support early identification and intervention where required.
Day to day running of the business, using internal and external insights to develop an effective business plan, making evaluative judgments to support customers with their financial needs and drive long term sustainable revenue growth in your area.
Market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.
Creation of an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues and Outcomes.
Operational performance of allocated sites and surrounding touchpoints. Ensuring operational and risk frameworks are adhered to for all direct reports, including observations.
Creation of a culture which enables focus on building deeper relationships with customers and contribute to the overall success of Barclays.
Requires in-depth technical knowledge and experience in their assigned area of expertise
They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
Escalate breaches of policies / procedure appropriately.
Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
Make evaluative judgements based on the analysis of factual information, paying attention to detail.
Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.
All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.
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