Senior Associate

Associate

Key Accountabilities:• Prime responsibility for managing a team of up to 20 staff, who may include Process Experts, and/or a complex team operating at BA4 level• Communicate the performance development planning process for your people, agreeing challenging performance objectives and measures, providing regular and ongoing feedback and honest assessment on achievement, acting as team reviewer to achieve consistency across the team• Accountable for resolving people issues, grievances and conflicts which arise within the team adhering at all times to bank policy (DC&G). Hold DC&G meetings as required.• Accountable for challenging sickness and timekeeping, ensuring attendance levels and ineffective behaviours are immediately addressed and company policy and procedures are applied.• Promote and manage departmental issues through chairing and attending team/management meetings, workshops, brain-storming sessions to discuss issues, escalating/cascading information• Provide coaching and transfer of skills to staff as appropriate on people management• Be a point of escalation. Responsible for ownership and resolution of contentious customer enquiries/complaints e.g. e-mail, letter, telephone, escalating to Operations Manager where appropriate• Responsible for management of resource requirements and recruitment of personnel as necessary• Assist in preparation for and management of Group Internal Audit reviews and interventions. Accountable for ensuring area operates a sound control environment and Controls and Checks are adhered to.• monitor current work position in order to meet demanding team targets, deadlines and SLAs.• Responsible for Business Continuity Planning• Monitor Management Information, including errors and losses to analyse and identify trends, ensuring procedures are changed where necessary• Work closely with other leaders across Global Operations as one team, to deliver exceptional performance and delivery of business goals

Main job roles and responsibilities: • Initially assigned to a Team Leader role in PPI, and then moved across to PBA to assist setting up a new site on the night shift• Responsible for a total of 25 direct reports while working in PPI, then upwards to 40 on PBA.• Supported and developed several teams through training, a 100% checks environment and then through the accreditation period after which they graduated to BAU.• Throughout this time, identified the need for any further training, support or coaching individual agents may require to ensure their knowledge was up to speed and to achieve team and operational performance.• Holding monthly 121s with the agents to discuss their performance, quality and attitude, focusing on setting achievable goals with a view to building morale and rapport within the team.• Designed and implemented a quality checklist that new starters could use to assist them throughout their first few months in the business, which saw a gradual improvement in performance and quality results.• Designed and implemented a soft-skills telephony guide which was used across several sites• Promoted and cultivated a culture within the team where agents felt empowered to make decisions and communicate with customers and colleagues.• Strong focus on Quality and Performance of direct reports to proactively support the site and ensure a positive customer experience.• Working as part of a focus group for Barclays brand Net Promoter Scores – specifically gathering and evaluating customer verbatim and creating improvements in the process using this data• Completion of quarterly learning courses and assessments on Sanctions, Risk & Compliance and Fraud• Analysis of trends and data, production of daily MI and coaching designed and completed off the back of this information

• Experienced Decision Maker for Customer Complaints• Trained on a decision making process for complaint handling, eventually promoted to Deputy Team Leader due to strong performance and quality results, and then selected for a specialist team that dealt with a different contact point of the process and involved Outbound Telephony• Driving for service excellence by adhering to service level agreements and following the Barclays process to achieve best results for the customers, exceeding productivity & quality targets.• As part of an Innovations Drive month, I created and built upon ideas that would make customers lives easier and improve business performance on a daily basis by introducing changes to an outbound letter process.• Training and development of staff on new processes• Productivity and Quality Assurance Champion for my team.• Managing a team of 11 in Team Leaders absence, acting as Deputy Team Leader, monitoring team and individual performances, sickness, lateness, and general behaviour.• Proactively working with Team Leaders and Operations Managers to implement new call structure, Quality Assurance guidance forms and checklists for advisers and letter templates in line with a decision making process. • Achieving and implementing weekly quality walkthrough meetings with other agents with the aim of achieving 100% quality results throughout the floor. • Working alongside the Subject Matter Experts and Quality Assurance team to gain a clear and consistent approach as to how Further Information Requests should be carried out. • Attending management meetings and training when required and then cascading information or any necessary communications back to the team. • Role model for call conversations and structure during the Barclays internal Audit.

Provide customer support via inbound callsAccurately logged customer and product information into CRM systemsDeveloped skills and knowledge through effective use of systemsDeveloped an understanding of customer care and applied this to all customer touch pointsShared knowledge gained with team through effective knowledge transferMaintained a high standard in personal KPI targets as defined

Bar ManagementOrganisation of staff rotasStock taking.