Service Quality Manager - #1325985

Barclays


Date: Sep 23, 2022
City: Pune
Contract type: Full time
Work schedule: Full day
Barclays


Job title : Service Quality Manager
Location: Pune
About Barclays
Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.
Risk and Control Objective
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.
Working Flexibly
We're committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers and clients needs. Whether you have family commitments or you're a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager.
Introduction:
The candidate will play the role of Service Quality Manager for Europe Consumer Bank within GTSM organization. The candidate will be accountable for day to day operations and strategic direction of the Europe Consumer Bank L1 service and will accountable to Europe GTSM Management for L1 service quality and levels.
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What will you be doing
  • Demonstrate an extensive experience of supporting multiple major and critical core banking applications preferably should possess functional knowledge of the cards issuing business.
  • Assess the impact of new services which will be introduced to the L1 team, can take necessary action to redistribute resources and activities to manage the impact, and can identify accurately and in a timely fashion when additional resourcing is required.
  • Resolves and acts as a L1 front face during major incidents and fluently applies escalation and notification procedures for incidents to senior stakeholders within BU
  • Manage Vendor risks and controls, ensuring regular reviews with BU leads to agree continued management of mitigating controls or the development of a risk eradication plan
  • Plan, communicate and coordinate service events which have a service or SLA impact, owning the communication plan to senior business stakeholders where and when appropriate.
  • People Management - Act as mentor to Vendor teams and support analysts, assisting them to deliver a quality service to our business units and to ensure the team has the necessary tools/training/support to fulfil their role effectively. Provide day-to-day technical leadership and direction to a production support team sitting with the Vendor
  • Will be required to act as an escalation point during out of office hours / weekends / holidays
  • Would be required to work and communicate to senior stakeholders within GTSM
  • Identify and drive synergies through promotion and adoption of consistent service management standards, managed through agreed SLAs& supported by consistent governance.
  • Ensure the relevant controls are in place from a Compliance perspective ensuring to signoff and take ownership of the relevant controls as a system owner and keeping aligned with Risk Management to obtain the necessary signoffs.
  • Contributes to and encourages ideas builds on suggestions of others, leads by example
  • Inspires confidence by making and honouring commitments demonstrates initiative and competence communicates a vision and strategy of own role
  • Motivated and a motivator of others

What we're looking for:
  • Strong experience in managing or leading large support teams & working within an ITIL Environment (Essential)
  • Leading a virtual Vendor team (70+) in a managed service model and vendor management experience is a must
  • Demonstrable experience as a senior leader who has worked in complex operating environments. The candidate will ideally have achieved success in organisations of similar scale and complexity.
  • Proven experience engaging/influencing MD-D level executives
  • Proven experience in an operational / customer services area including complex problem resolution
  • A Service orientated mind-set and history of delivering solutions to promote best in class customer experience
  • Planning, budget management and keen commercial and contract management awareness
  • Experienced with risk and control environments, industry standards and technology regulation
  • Excellent communication skills - written and verbal dealing with various stakeholders including Senior Management
  • Strong problem solving, decision making skills and analytical ability
  • Interpersonal skills - listening, verbal, written communication, as well as presentation skills
  • Ability to work under pressure and meet deadlines
  • Excellent data management skills - ability to extract relevant data, derive insights and form business cases based on benefits analysis
  • Can facilitate a culture of service improvement and automation
  • Prior complex IT carve-out experience is a plus

Skills that will help you in the role
  • Demonstrate an extensive experience of supporting multiple major and critical core banking applications preferably should possess functional knowledge of the cards issuing business.
  • Assess the impact of new services which will be introduced to the L1 team, can take necessary action to redistribute resources and activities to manage the impact, and can identify accurately and in a timely fashion when additional resourcing is required.
  • Resolves and acts as a L1 front face during major incidents and fluently applies escalation and notification procedures for incidents to senior stakeholders within BU
  • Manage Vendor risks and controls, ensuring regular reviews with BU leads to agree continued management of mitigating controls or the development of a risk eradication plan
  • Plan, communicate and coordinate service events which have a service or SLA impact, owning the communication plan to senior business stakeholders where and when appropriate.
  • People Management - Act as mentor to Vendor teams and support analysts, assisting them to deliver a quality service to our business units and to ensure the team has the necessary tools/training/support to fulfil their role effectively. Provide day-to-day technical leadership and direction to a production support team sitting with the Vendor
  • Will be required to act as an escalation point during out of office hours / weekends / holidays
  • Would be required to work and communicate to senior stakeholders within GTSM
  • Identify and drive synergies through promotion and adoption of consistent service management standards, managed through agreed SLAs& supported by consistent governance.
  • Ensure the relevant controls are in place from a Compliance perspective ensuring to signoff and take ownership of the relevant controls as a system owner and keeping aligned with Risk Management to obtain the necessary signoffs.
  • Contributes to and encourages ideas builds on suggestions of others, leads by example
  • Inspires confidence by making and honouring commitments demonstrates initiative and competence communicates a vision and strategy of own role
  • Motivated and a motivator of others

Where will you be working
Pune
Be More at Barclays
At Barclays, each day is about being more - as a professional, and as a person. Be More @ Barclays represents our core promise to all current and future employees. It's the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are.
Interested and want to know more about Barclays Visit home.barclays/who-we-are/ for more details.
Purpose, Values and Mindset
We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.
Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.
Respect
We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution.
Integrity
We operate with honesty, transparency and fairness in all we do.
Service
We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.
Excellence
We champion innovation, and use our energy, expertise and resources to make a positive difference.
Stewardship
We prize sustainability, and are passionate about leaving things better than we found them.
Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do our Mindset is to Empower, Challenge and Drive.
Empower
Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure.
Challenge
Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.
Drive
Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.

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