2.0 - 6.0 years

0 Lacs

chennai, tamil nadu

On-site

As a Merchant Service Advisor at Barclays, you will embark on a transformative journey where you play a pivotal role in managing operations within a business area and maintaining processes with risk management initiatives. Taking ownership of your work, you will provide first-class support to clients with expertise and care. The ideal candidate for this role will possess excellent communication skills, a problem-solving mindset, and a strong commitment to resolving complaints in a professional and timely manner. Proven experience in banking operations in Backoffice, Process experience in Chargeback, Account maintenance, along with voice experience and customer service skills are essential. Additionally, experience in analyzing workflows, optimizing procedures, and delivering high-quality service will be beneficial. Key essential skills relevant to succeeding in this role include risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, as well as job-specific technical skills. This position is based in Chennai. **Purpose of the Role:** To assess the quality of business processes and the execution of processes and develop initiatives to improve quality standards. **Accountabilities:** - Identify areas for improvement within operations and provide recommendations for change through the quality assurance process. - Develop and implement quality control procedures and controls to mitigate risks and maintain efficient operations. - Collaborate with teams across the bank to develop quality improvement guidelines, initiatives, objectives, and action plans to monitor performance, improve business areas, and govern processes. - Develop reports and presentations on quality control performance and communicate findings to internal senior stakeholders. - Monitor customer-facing colleagues" performance and evaluate their performance through reviews, quality reporting, policy development, and feedback on customer interactions. - Execute quality audits of the bank's processes and operations aligned with regulatory requirements and internal policies. - Identify industry trends and developments to implement best practices in quality assurance services. - Participate in projects and initiatives to improve quality control efficiency and effectiveness. **Analyst Expectations:** - Meet the needs of stakeholders/customers through operational excellence and customer service. - Perform prescribed activities in a timely manner and to a high standard. - No people leadership roles at this grade. - Execute work requirements as identified in processes and procedures, collaborating with and impacting the work of team members. - Identify escalations of policy breaches as required. - Take responsibility for customer service and operational execution tasks. - Take ownership of managing risk and strengthening controls in relation to the work you own or contribute to. - Gain and maintain an understanding of your role, how the team integrates to achieve overall objectives, alongside knowledge of the work of other teams within the function. - Work within well-defined procedures that may involve a variety of work routines. - Demonstrate an understanding of the procedures. - Evaluate and select appropriate alternatives from defined options. - Make judgments based on the analysis of factual information. - Build relationships with stakeholders and customers to identify and address their needs, supporting a smooth operating process, handling sensitive issues as required. All colleagues are expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship our moral compass guiding us to do what we believe is right. Additionally, colleagues are expected to demonstrate the Barclays Mindset to Empower, Challenge, and Drive the operating manual for how we behave.,

Posted 3 days ago

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