Merchant Service Advisor

As a Merchant Service Advisor at Barclays, you will embark on a transformative journey to manage operations within a business area and maintain processes with risk management initiatives, ensuring first-class support is provided to clients with expertise and care. The key critical skills required for this role include excellent communication skills, a problem-solving mindset, and a strong commitment to resolving complaints professionally and timely. Additionally, proven experience in banking operations in Backoffice, Process experience in Chargeback, and Account maintenance are essential. Conflict resolution skills and the ability to handle difficult conversations, along with experience in analyzing workflows, optimizing procedures, and delivering high-quality service are crucial for success in this role. You may be assessed on essential skills such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, as well as job-specific technical skills. This role is based out of Chennai. **Purpose of the role:** To assess the quality of business processes and execution, and develop initiatives to improve quality standards. **Accountabilities:** - Identification of areas for improvement within operations and providing recommendations for change through the quality assurance process. - Development and implementation of quality control procedures and controls to mitigate risks and maintain efficient operations. - Collaboration with teams across the bank to develop quality improvement guidelines, initiatives, objectives, and action plans to monitor performance, improve business areas, and govern processes. - Development of reports and presentations on quality control performance and communication of findings to internal senior stakeholders. - Monitoring of customer-facing colleagues performance, evaluating their performance through reviews, quality reporting, policy development, and feedback on customer interactions. - Execution of quality audits of the bank's processes and operations, aligned with regulatory requirements and internal policies. - Identification of industry trends and developments to implement best practices in quality assurance services. - Participation in projects and initiatives to improve quality control efficiency and effectiveness. **Analyst Expectations:** - Meet stakeholders/customers needs 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 on the work of team members. - Identify escalation of policy breaches as required. - Take responsibility for customer service and operational execution tasks. - Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to, in line with relevant rules, regulations, and codes of conduct. - Gain and maintain an understanding of own role, how the team integrates to achieve overall objectives, alongside knowledge of the work of other teams within the function. - Build relationships with stakeholders and customers to identify and address their needs, in support of 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 - the moral compass guiding actions. They are also expected to exhibit the Barclays Mindset of Empower, Challenge, and Drive - the operating manual for behavior.,