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People Leader - Specialist Customer care

Noida, India

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Date live: 06/26/2025

Business Area: India COO Customer Care BUK

Area of Expertise: Banking Operations

Contract: Permanent

Reference Code: JR-0000056644

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Barclays Banking Operations

Put yourself at the heart of the Barclays. A career in banking operations puts you at the very centre of our business strategy. By putting customers at the heart of everything we do, we’re putting our whole business behind our Customer facing teams. As the face of our brand, especially in an increasingly digital world, you'll play a vital role in our customers' financial lives. Here, your voice is heard, and you’ll have the support and opportunities to thrive.

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Step into a role of People Leader-Specialist Customer Care, where you’ll take responsibility for client service and operational execution task. You must take responsibility for controlling risk and enhancing controls in connection to your job and areas of responsibility in accordance with rules and regulations. You must follow well defined procedures that may require a range of job routines and make judgement based on practice and previous experience.

To thrive in this role, you’ll need previous experience in:

  • Ensure daily Schedule Adherence. Answer queries raised by the Client & Advisors related to the process

  • Take escalated calls and return calls when a message is taken. 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 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 on-going feedback and training

  • Issue & Keep track of PIP letters. 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

  • Set targets for the team. Ensure target achievement adhering to Service Level Agreements

  • Conduct regular briefings for the team to discuss performance, Organizational policies and process updates

  • Ensure strict adherence to compliance. Conduct Quality Audits for the Team on a regular basis

  • Provide efficient leadership to the team, manage attrition rate within target levels, Ensure high levels of motivation among the team

  • Prepare development plans for every team member with a suitable plan of action. Counsel team members, whenever required

  • Plan and impart necessary process- related training to the Advisors, where necessary. Ensure that Clients are aware of any issue and concerns

  • Prepare reports (ad-hoc/BAU) periodically to be sent to the client, identify process gaps and collaborate with the Client to formulate solutions

  • Act as an interface with the client and to be responsible for completely managing the day-to-day operational functions for the team.

  • To be a single point of contact for addressing grievances, Respond and resolve issues arising out of work or from within the team across departments that may have a bearing on team effectiveness

  • Need-based escalation of decisions and ensure proper follow-up of the same

Stakeholder Management and Leadership

  • Liaise with UK counterparts

  • Drive a team of 18 - 20 frontline agents and a Team Support Specialist for seamless service delivery

  • Build a healthy working relationship with all in-house & onshore Barclaycard stakeholders. Forge new working & professional relationships with all stakeholders

Decision-making and Problem Solving

  • Desired candidate should be proactive, forthcoming with sound exposure to Fraud and Card operations

  • Should be able to counter Conflicts constructively, keeping business interests in mind

  • The incumbent should be analytical in their approach to take decisions and solve problems

You may be assessed on key essential skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based out of Noida.

Purpose of the role

To lead and develop a highly engaged team, pioneering an omni channel experience to achieve consistently excellent customer outcomes. Build and maintain your team’s capability to deliver excellent customer outcomes through identifying, understanding, and meeting customer needs both internally and externally, using available tools and enablers to grow business performance. 

Accountabilities

  • Customer service to create excellent customer satisfaction and positively influence NPS (Net Promoter Scores), act as an ambassador for Barclays externally and internally, creating connections and growth for customers.
  • Identification and maintenance of active performance management standards across the team, communicating to and inspiring colleagues to be commercially minded, achieve goals and expectations, measure them frequently and honestly to ensure personal growth and support early identification and intervention where required.
  • Day to day running of the business, using internal and external insights to develop an effective business plan, making evaluative judgments to support customers with their financial needs and drive long term sustainable revenue growth in your area.
  • Market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.
  • Cultivation of a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact.
  • Creation of an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues and Outcomes.
  • Operational performance of allocated sites and surrounding touchpoints. Ensuring operational and risk frameworks are adhered to for all direct reports, including observations.
  • Creation of a culture which enables focus on building deeper relationships with customers and contribute to the overall success of Barclays.

Analyst Expectations

  • To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
  • Requires in-depth technical knowledge and experience in their assigned area of expertise
  • Thorough understanding of the underlying principles and concepts within the area of expertise
  • They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
  • If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
  • OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
  • Will have an impact on the work of related teams within the area.
  • Partner with other functions and business areas.
  • Takes responsibility for end results of a team’s operational processing and activities.
  • Escalate breaches of policies / procedure appropriately.
  • Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
  • Advise and influence decision making within own area of expertise.
  • Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
  • Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
  • Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
  • Make evaluative judgements based on the analysis of factual information, paying attention to detail.
  • Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
  • Guide and persuade team members and communicate complex / sensitive information.
  • Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Barclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please review Adjustments to the recruitment process.

We’re a global, vital and highly respected financial organisation with an inspiring Purpose. Operating in 39 countries and employing around 100,000 people across the world, we help communities, individuals and businesses thrive. And we’ve created financial solutions and technology that the world now takes for granted. A career with us can offer incredible variety, depth and breadth of experience, and the chance to learn from some of the best minds in technology and finance.

To find out more about Barclays' strategy please click here.

We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Barclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.

Learn more about Barclays locations

Across our campuses, we offer modern workspaces, collaborative areas, and state-of-the-art meeting rooms. Facilities include wellness rooms, on-site cafeterias, fitness centers, and tech-equipped workstations. Designed for innovation and comfort, they support a dynamic and productive work environment.

Gain access to wellness rooms, gyms and mental health support.

Our welcoming and inclusive culture supports you to bring your whole self to work, explore your potential and pursue your passions.

Modern spaces designed for teamwork and brainstorming.

There’s so much more than work to involve and engage you on campus. From socialising to sports, from community events to volunteering.

Learn more about Barclays locations

Across our campuses, we offer modern workspaces, collaborative areas, and state-of-the-art meeting rooms. Facilities include wellness rooms, on-site cafeterias, fitness centers, and tech-equipped workstations. Designed for innovation and comfort, they support a dynamic and productive work environment.

Health and wellness

Gain access to wellness rooms, gyms and mental health support.

A place where you can belong

Our welcoming and inclusive culture supports you to bring your whole self to work, explore your potential and pursue your passions.

Collaborative Areas

Modern spaces designed for teamwork and brainstorming.

More than work

There’s so much more than work to involve and engage you on campus. From socialising to sports, from community events to volunteering.

Multicultural ERGs at Barclays

Be you. Be valued. Belong.

We celebrate the unique perspectives and experiences each individual brings, believing our differences make us stronger and drive success.

You can learn more about our commitment to our colleague on our Inclusion and Opportunities page.

Learn more

Application Process

Your application

We’ll ask for information about you, your CV and cover letter.

1

Your assessment

Covering your behaviours and ability at work.

2

Your interview

Exploring your past experiences and skills.

3

Next step

We’ll request additional information so that you can complete our screening process

4
How to ApplyRead our FAQ's
Barclays

Working flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports your personal needs, alongside the professional needs of our business. If you'd like to explore flexible working arrangements, please discuss this with the hiring manager. Your request will be reviewed in-line with the requirements of the role/business needs of the team.

Hybrid working

We have a structured approach to hybrid working, where colleagues work at an onsite location on fixed, ‘anchor’, days, as set by the business area. Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

Barclays is built on an international scale.

Our geographic reach, our wide variety of functions, businesses, roles and locations reflect the rich diversity of our worldwide customer base. All of which means we offer incredible variety, depth and breadth of experience.
And the chance to learn from a globally diverse mix of colleagues, including some of the very best minds in banking, finance, technology and business. Throughout, we’ll encourage you to embrace mobility, exploring every part of our operations as you build your career.

Find more information

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Multicultural ERGs at Barclays

Be you. Be valued. Belong.

We celebrate the unique perspectives and experiences each individual brings, believing our differences make us stronger and drive success.

You can learn more about our commitment to our colleague on our Inclusion and Opportunities page.

Learn more