Grade : AVP
CSS aims to provide 2nd level end user support for Barclays users globally. You will be responsible for managing team of 10 analysts and enabling them to achieve teams’ objectives.
The candidate will play key role in implementing service improvement and integration initiative. The Individual is expected to work in shifts to cover an extended working day and should be able to manage operations independently.
TeamManagement (50%) :
Teamdevelopment through coaching and mentoring
Enablingdirect reports to achieve their stated objectives
Recruitmentand performance management
Optimumutilization of direct reports
Addressingissues by adhering to Barclays policies and procedures
ServiceDelivery (25%) :
Deliveringservices at agreed levels
Enhancingservice stability and availability
Identifyingand implementing service improvement initiatives
Integratingnew services / products / businesses under CSS
OperationsManagement (25%) :
Managingchases and escalations
Assistingstaff on complex issues
Liaisingwith ITSD, site support and technology support teams
Proactivecollaboration on business critical issues
Asa Team Leader, the candidate will have management responsibilities for a teamof 10 analysts, responsible for their performance, motivation and developmentthrough professional leadership.
Thecandidate will be responsible for the end result of operational activities andshould support development of team to achieve business result.
Mentoringand coaching for direct report
Comprehensiveunderstanding of concepts and principles within End User Support discipline andawareness of these elements in relevant functions.
Shouldbe able to deliver CSS services as per agreed SLA.
Shouldhave prior experience in implementing service improvement initiatives in globalorganization.
Shouldbe able to manage CSS operations independently. Should be able to developtactical as well as strategic solutions to accommodate business needs.
Abilityto use evaluative judgements based on the analysis of information to implementsolution.
Shouldhave effective spoken and written communication skill to clearly articulate themessage and influence the colleagues and customers.
Excellent interpersonal,negotiating and customer support skill.
Abilityto work under pressure in a demanding and highly visible environment withoutconstant guidance.
Shouldbe a team player and able to take ownership of escalated matters.
Closeliaison with ITSD, site support and other technology support teams
Abilityto converge with ongoing changes in shortest possible time. Collaborating withwider BCS teams to pursue shared agenda.
Shouldbe discharging responsibilities as per prevailing processes and procedures. Hasauthority to make decisions for own area of work and applies discretion basedon practice / previous experience.
Shouldbe able to interpret and apply info. Sec. and regulatory policies related tothe area of responsibility.
Identifyingand driving demand reduction and continuous improvement initiatives. Ability todevelop fresh approach to existing services to make them more effective andefficient.
Hands-onexperience in leading team providing 24 X 7 support to global user base.
ITILintermediate certification in Service Operations or expertise in implementingITIL processes as per organization’s requirement.
Barclaysis a transatlantic consumer, corporate and investment bank offering productsand services across personal, corporate and investment banking, credit cardsand wealth management, with a strong presence in our two home markets of the UKand the US.
Our goal is to become the bank of choice by providing superiorservices to customers and clients and supporting our stakeholders via acommercially successful business that generates long-
term sustainable returns.
Riskand Control Objective
All Barclayscolleagues have to ensure that all activities and duties are carried out infull compliance with regulatory requirements, Enterprise Wide Risk ManagementFramework and internal Barclays Policies and Policy Standards.
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Barclays Values & Diversity
Dynamic working giveseveryone at Barclays the opportunity to integrate professional and personallives, if you have a need for flexibility then please discuss this with thehiring manager.
We are an equalopportunity employer and we are opposed to discrimination on any grounds. It isthe policy of Barclays to ensure equal employment opportunity withoutdiscrimination or harassment on the basis of race, colour, creed, religion,national origin, alienage or citizenship status, age, sex, sexual orientation,gender identity or expression, marital or domestic / civil partnership status,disability, veteran status, genetic information, or any other basis protectedby law.
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