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Team Manager Quality Assurance

4.00 to 5.00 Years   Chennai   28 May, 2020
Barclays Shared Services Pvt Ltd
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

Date live: May. 27, 2020Location: ChennaiReference Code: 90256192Business Area: COO & FunctionsArea of Expertise: OperationsContract: PermanentJob Title: Team Manager Quality AssuranceLocation: Chennai

  • A brief description of the role. To manage a large and diverse team of Process Associates working towards pre-defined targets
  • Manage day-to-day activities of the team and ensure compliance to procedures and policy guidelines, encourage and motivate advisors, develop agent skill sets and manage personal development goals for the agents.
  • Assist the Operations Manager in the maintenance of Service Level Agreements and Key Performance Indicators through effective team leadership.
What will you be doing
  • Ensure daily Schedule Adherence
  • Answer queries raised by the Client & Advisors related to the process
  • Handle escalations and handhold issues to closure.
  • Perform regular Quality checks for the Team
  • Monitor performance for all Advisors on a monthly basis
  • Convey feedback received from Quality to all Advisors
  • Weekly Update on performance levels to the
  • Address administrative issues arising out of day-to-day working
  • Keep the OM regularly updated of any developments relating to the performance of the team, updates received and queries from Clients
  • Ensure each advisor is informed on product updates for the process
  • Measure performance of the team for e.g. performance appraisals, confirmations and ongoing feedback and training
  • Keep track of PIP letters to be issued
  • Keep track of leaves availed by Advisors & update them with HR / leave policy
  • Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews
What we re looking for:Skills
  • Strong understanding of ICC rules such as UCP / ISBP / URR / ISP as appropriate to the sub-domain that the candidate is expected to manage.
  • Must possess Trade ops experience
  • Should be aware of AML and sanctions screening procedures in Trade
  • Familiar with Operating Systems (Windows 98/95/2000/NT)
  • MS Office Application Suite (Preferably Word, Excel & PowerPoint)
  • Excellent verbal and written communication skills
Education & Experience
  • Graduate from a reputed Institute or University in any discipline (BA, BSc, B.Com, BBM, BHM etc.)
  • Experience in SQL and reports will be an added advantage
  • Fair understanding of URDG and ISP concepts
Skills that will help you in the role:
  • Preferably CDCS / CITF
Education & Experience
  • Preferably Certified Documentary Credit Specialist (CDCS), CSDG and ACAMS certified
Where will you be working CheenaiBe More at BarclaysAt 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.,

Keyskills :
sqlcustomer relations personal developmentucp coachingcustomer service key performance indicators

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