Team Manager Jobs in Barclays - New Delhi

Job Description

Responsibilities:

• Ensure daily SLA/ Schedules are met as per Business Schedule 
• Making decisions and problem solving in a timely manner using various system applications
• Take escalated calls and return the calls when a message is taken
• Perform Quality Checks for the team and provide feedback for continuous improvements
• Manage and Address queries raised by the client and other stakeholders
• Monitor performance for all Advisors on a monthly basis
• Accountable for identifying, analysing and resolving /implementation processing issues to prevent re-occurrence reducing loss to the business
• Provide support and cover in terms of process management to team members 
• Ensure each advisor is informed on product updates for the process
• Measure performance of the team for e.g. Goal setting, Performance appraisals, confirmations and on-going feedback and training
• Keep track of leaves availed by Advisors & update them with HR / leave policy

Qualifications/ Skills:

• Graduate in any discipline 
• Experience in Customer Service/ Voice process
• At least 7+ years of experience with relevant experience in same domain (exception for deserving candidates)
• Providing innovative judgement which can be contributed as part of the decision making process
• Good analysis and problem solving skills
• Strong control awareness
• Skills that will help you in the role:
• Excellent track record during past work experience
• Expected to take accountability/responsibility of deliverables
• Willingness and ability to take ownership of issues and manage through to a successful resolution