Location: Pune
About Barclays
Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.
Risk and Control Objective
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.
Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life.
If you would like some flexibility then please discuss this with the hiring manager.
Introduction:
This role is pivotal to seamless delivery Colleague Support Services. The role holder will be accountable for end user support provided to Barclays colleagues. As part of this the role holder is responsible for managing the services of desktop onsite support, our ‘walk up’ helpdesks ‘Techbars’ and other end user IT requirements at multiple locations.
The role holder will lead and manage a team who will own and maintain relationships with key internal and external suppliers, as well as building strong relationships with stakeholders.
What will you be doing?
Operational Improvement – take full accountability for service delivery of onsite support across multiple locations
Accountable for service improvement and proactive support delivery.
Facilitate the acquisition of relevant service data to fulfil objective service reviews.
Improve the experience through switching from a ‘reactive’ transaction based approach to an ‘experience’.
Review service performance to ensure that end user service is monitored and performance managed
What we’re looking for:
Organisational awareness and understanding of how service stability can be maximised through leveraging technology and process.
Deep understanding of the internal and external environment related to own IT department/function
Ability to identify the specific functions and responsibilities, key customers and relationships with own function
Extensive knowledge of onsite support services and the operation of these
Excellent stakeholder management skills
Skills that will help you in the role:
Demonstrates key skills in areas of management and expertise including communication, team management, planning and control, quality management, technology management.
Demosntrates deep understanding of end user environment at large and complex enterprises.
Demonstrates effective communication, both orally and in writing, with subordinates, colleagues, clients and customers at all levels, both formally and informally – an influential communicator.
Proven experience in leading a high-performing operations team within an enterprise environment
Where will you be working?
Pune
Be More at Barclays
At 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.
Purpose, Values and Mindset
We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.
Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.
Respect
We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone’s contribution.
Integrity
We operate with honesty, transparency and fairness in all we do.
Service
We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.
Excellence
We champion innovation, and use our energy, expertise and resources to make a positive difference.
Stewardship
We prize sustainability, and are passionate about leaving things better than we found them.
Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.
Empower
Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure.
Challenge
Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.
Drive
Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.
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