Job Description
Purpose of the role
To support the Specialist Customer Care team by providing exceptional customer service while resolving more complex customer needs/requests.
Accountabilities
- Support the provision of customer service through various communication channels including chat, email and phone.
- Support the execution of customer service requirements to resolve more complex customer needs, requests and enquires.
- Collaboration with teams across the bank to align and integrate customer care processes.
- Identification of areas for improvement and providing recommendations for change in customer care processes, by providing feedback and coaching for colleagues on these highlighted areas.
- Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
- Resolution of customer inquiries and issues related to the bank’s products and services, including account balances, transactions and payments.
- Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
- Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness .
Vice President Expectations
- Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
- Manage and mitigate risks through assessment, in support of the control and governance agenda.
- Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
- Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
- Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
- Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
- Adopt and include the outcomes of extensive research in problem solving processes.
- Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.
All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.
Embark on a transformative journey to support the organisation as Software Engineer. At Barclays we are reimaging what I possible in banking. You will be involved in the engineering role within the Customer Identity & Access Management platform team. The Senior Software Engineer is a high-performing engineer who designs, builds and maintains a centralised, secure, scalable and efficient IAM platform to realise business benefits through simplification and enable revenue generation through building new capabilities to embed across all digital journeys. This role also requires leadership qualities in the form of coaching, collaboration, decision making and being a trusted advisor to ensure great outcomes are realised.
key Skills required for this role include:
- Experienced and proficient full stack development: web and mobile front-end technologies e.g React, Java, APIs & microservices, PostgreSQL, data structures, workflow.
- Site Reliability Engineering (automation, observability, incident management, resilience, disaster recovery, high availability, documentation).
- IAM engineering (authentication, authorisation, single sign-on, multi-factor authentication, user lifecycle management, OAuth2.0, OpenID Connect, SAML, policy management).
- Ping Identity/ForgeRock (product platform experience, system integration, security features, extensions).
- Hands-on experience of CI/CD approaches and technologies.
Good to have/valued skills:
- DevSecOps (secure coding best practices, defensive programming, security testing, data security, network security, cloud security, security compliance and regulations).
- Infrastructure as Code (Ansible, Terraform) and Containerisation (Docker, Kubernetes).
You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.
This role is for Pune location.
Barclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific, and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.
