2 Solutions Delivery Jobs

Join us as a Service Designer at Barclays, where you will spearhead the evolution of the digital landscape, driving innovation and excellence. You will harness cutting-edge technology to revolutionize digital offerings, ensuring unparalleled customer experiences. Your focus will be on analyzing the people, processes, and technology to design the end-to-end journey of a service. As a successful Service Designer, you will have experience in the following areas: Analysis: - Capture and document current-state processes across key functions while identifying inefficiencies, pain points, redundancies, and control gaps. - Identify opportunities to embed AI, machine learning, and advanced analytics into business banking journeys and processes. - Collaborate with data science and innovation teams to develop and pilot AI use cases such as predictive servicing, intelligent routing, and fraud detection. Design: - Design and develop optimized, scalable, future-state processes for end-to-end journeys. - Collaborate with UX/UI designers, researchers, product designers, and service designers to ensure design concepts align with business realities and goals. - Translate journey designs into actionable processes and support readiness across business and operational teams. Solutions Delivery: - Identify, assess, and deliver tech-enabled and process-led solutions that support journey effectiveness. - Work with technology, product, and vendor teams to deliver integrated capabilities. - Evaluate low-code/no-code tools and process simplification opportunities. - Design key business and experience metrics to track the success of design initiatives and iterate based on performance data. - Drive adoption of AI-powered tools to improve efficiency and customer experience. Desirable skillsets/ good to have: - Producing Results: Ability to achieve or exceed planned outcomes, even in difficult situations, and strive for excellence. - User Experience Design: Knowledge of user experience design tools and techniques to design products, applications, and services that are positively perceived and accessible to all users. - Commerciality: Understand how the bank operates to be successful, profitable, and serve the needs of clients and customers. - Analytical Thinking: Apply tools and techniques to gather, process, and analyze information using various sources to tackle tasks, decisions, or issues. The location of the role is Chennai. Purpose of the role: To design the end-to-end journey of a service to enable a user to complete their goals, involving the creation or change to transactions, products, and content across digital and offline channels provided by different parts of Barclays. Accountabilities include: - Creation of design assets for business outcomes like service blueprinting, customer journey mapping, and service prototyping. - Design of intuitive and user-friendly interfaces for digital banking platforms and applications. - Maintenance of visually appealing user interfaces consistent with the bank's brand identity and design guidelines. - Compliance with accessibility standards for an inclusive user experience. - Monitoring industry trends and emerging technologies to improve design quality and innovation of banking products. - Gathering and analyzing data to create insights into customer needs and pain points. This role expects the Assistant Vice President to advise and influence decision-making, contribute to policy development, lead a team, set objectives, and coach employees towards excellence. They are also responsible for managing risk, strengthening controls, and collaborating with other areas for business support. All colleagues are expected to demonstrate Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship, along with the Barclays Mindset of Empower, Challenge, and Drive.,

Role Purpose The purpose of this role to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team. Ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting Acknowledge client cases as per the SLAs defined in the contract Access client tool and log all incoming client cases accurately on the internal tool as per contract Accurately document all pertinent case information such as case number, case type, etc. of daily cases received Follow standard processes and procedures to track and prioritize all client cases Accurately update the internal tool with daily cases and forward the same to respective agents and QAs Access and maintain internal knowledge bases, resources and frequently asked questions to aid in effective case logging and prioritization Maintain and timely update internal tool for agents to speed up response time Identify red flags and escalate serious client issues to Team leader in cases of non-compliance and untimely resolution Ensure all client information, disclosures and regulatory changes are given to agents and QAs on a regular basis Monitor compliance with service agreements to avoid legal challenges Share recorded case logs and status reports with clients and supervisors on a daily basis Deliver excellent customer service through effective understanding of client tool, accurate case logging and prioritization as per regulatory guidelines Serve as the primary point of contact for accessing cases pertaining to a specific client using designated client tool Develop deep understanding and use of client tool to effectively perform day today duties Access client tool and acknowledge to the client the receipt of the cases as per the SLAs defined in the contract Accurately document all pertinent case information such as case number, case type, etc. on a daily basis for all cases received Prioritize cases on the levels of urgency and complexity as per the regulatory guidelines defines by the client Accurately extract case information and create an excel listing cases along with relevant information pertaining to the cases Maintain logs and records of all client cases as per the standard procedures and guidelines Collaborate with client and undergo trainings on any new regulatory guidelines for a particular client process and implement the same on all cases Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools, training sessions on new regulations and regular reporting Ensure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking software Maintain tracker of all cases received along with the allocation information for reporting purposes Ensure all client cases are resolved as per the defined SLAs and regulatory guidelines defined by the client Maintain and share the resolution status report with supervisor and client on a daily basis Share the hourly productivity update report with supervisors and clients on a daily basis Undertake client training on specific tool features and/or any other regulatory changes introduced by client/govt. Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAs Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance Liaise between the client and internal teams on escalations of serious issues and unique queries Follow up with agents and QAs to record feedback and ensure compliance to contract SLAs and regulations Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case Build capability to ensure operational excellence and maintain superior customer service levels for the existing client Undertake trainings to stay current with any new features, changes and updates on client tool Enroll in product specific and any other trainings per client requirements/recommendations Conduct training sessions for Agents and QAs on any new regulatory guideline that needs to be applied to any process urgently Identifying and document most common problems and recommend appropriate changes to the team leader Updates job knowledge by participating in self learning opportunities and maintaining personal networks Job Description The Solutions Delivery Analyst is responsible for execution of ongoing operations tasks, identifying operational efficiencies, and identifying continuous improvement opportunities. The Solutions Delivery Analyst is often called upon to execute manual processes (requiring plan knowledge and analysis) but always with a focus to streamline, automate, and/or standardize the process. The Solutions Delivery Manager works with the Benefits Operations Manager (BOM) to identify process improvements by identifying issues, process delays, and quality problems and recommends solutions. The Solutions Delivery Analyst is responsible for resolution of participant and plan administration issues, workflow management, increased ownership of complex ongoing tasks, identifying operational efficiencies and continuous improvement opportunities. This role may be leveraged across multiple clients. Roles & Responsibilities Strong understanding of client plan provisions/product & processing guidelines and SLA metrics Able to manually perform Benefit processes and complex tasks/calculations that require plan knowledge, analysis, and interpretation Research complex Benefits issues and formulates resolutions/ recommendations by analysing fact patterns and applying plan provisions and best practices Resolve tasks in accordance with due dates and ensure process is well documented. Create adhoc reports as required to support client service delivery functions. Provide day-to-day client and third-party administrator contact for participant processing inquiries. Participate & contribute in daily huddles and status meetings. Document task/ workflow analysis and comments in a concise, effective manner such that it can be easily understood by participant Develop and deliver client-specific operational training; monitor ongoing adherence to SOPs to ensure high quality. Work with the client team across shores to deliver against client requirements. Proactively identify training needs and provide necessary coaching as required to BOAs. Proactively seek performance feedback to build & enhance knowledge. Build and leverage partnerships across shores to deliver against client requirements. Create robust documentation & SOPs for transition of activities between Ops and Shared Services, combined with ongoing coaching. Document task/ workflow analysis and comments in a concise, effective manner such that it can be easily understood by the broader team Actively listens to all stakeholder/ team members to understand their perspective and ensure continuous understanding regardless of communication channel Ensures processing documentation is accurate and complete; receives/verifies updates resulting from change orders. Qualifications Bachelors degree or equivalent work experience required. Good MS Office skills Good Communication Skill