Job Title : Process Expert - Fruad Operations
Grade : BA3
oTo manage the functions of the unit as per specified service level agreements and to ensure stakeholders communication / engagement and manage workload in order to achieve objectives for the unit
oResponsible for the coordination of work carried out by the processors / authorisers and ensure accurate and seamless execution of assigned workflow
oAccountable for identifying, analysing and resolving / implementing processing issues to prevent re-occurrence, reducing loss to the business
oWork with the Team Manager & AVP and take joint responsibility for the control the workflow to ensure process efficiencies are achieved, team performance is optimized, Service Level Agreement are met by ensuring productivity and accuracy measures are in place
oComplete all tasks as outlined in Process Experts 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 etc.
oTo provide support and cover in terms of process management to Process Experts / other Team Managers as required ensuring effective team working across the operation
oReport issues and concerns in a timely manner to managers and with complete information, in an effort to prevent or limit possible damage
oConstantly work on the process improvement agenda and contribute with ideas as may be relevant to the betterment of the process
oEngage with a wide range of stakeholders across the group; this would include Sr. business personnel from across the group and would potentially be senior stakeholders at VP / D / MD levels as well
oProactively lead all periodic sessions on behalf of Payment operations with relevant Business Teams, including representing Payments on Monthly Business Reviews
oBe responsible for leading a team of analysts (potential) including being responsible for the end to end management and development of colleagues
oPositively support and contribute to team building and team dynamics though personally displaying team attributes
oParticipate in or lead related change or improvement projects from design through to deployment, including such aspects as of workflow, resource, plan and issues and risk management.
oSet targets for the team and ensure achievement adhering to Service Level Agreements
oTake quick decisions in complex situation to resolve operational issues and remove roadblocks threating SLA’s / objectives
oAnalyse situations and complex issues to resolve quickly keeping stakeholders informed
oConduct Quality Audits for the Team on a regular basis
oTeam handling / Leadership experience
oKnowledge of Payments, routing, Schemes, GPP and swift messages.
oExpert working knowledge of MS Excel, MS Access and Power Point skills
oGraduate in any discipline
oExcellent verbal and written communication skills
oHands on experience of Team handling
oExperience of working in BPO / KPO,experience in Payments
oFamiliarity with procedures, policies, products and services of a financial organisation
oDemonstrate experience of workflow / queues management and people leadership (preferred)
oExcellent track record during past work experience
About UsBarclays 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.
For further information on EVP, please click on the link below
Risk and Control Objective
All Barclay’s colleagues 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.