Operations Manager

Join us as a Operations Manager at Barclays, where you'll spearhead the evolution of our digital landscape, driving innovation and excellence. You'll harness cutting-edge technology to revolutionise our digital offerings, ensuring unapparelled customer experiences.
To be successful as a Operations Manager, must be subject matter expert providing a world class range of operational and transactional services for the benefit schemes that are provided to Barclays employees; engaging with key stakeholders within the Rewards & Performance centres of excellence, external suppliers, and colleagues within the Benefits employee helpdesk.
About Human Resources (HR)
The Barclays HR purpose is “making Barclays a great place to work”. From recruitment to retention, skills development to talent management, Barclays HR supports them all. The HR Function is made up of 1,500 people globally including centres of expertise specialising in diversity and inclusion; employee relations; learning; resourcing; reward and performance; and HR operations.
We want to create the best possible experience for our colleagues - whether they’re experienced professionals or just starting out. We offer them plenty of opportunities to develop and get the most from their careers.
HR Operations provide their support through Global HR Service Centres, consisting of approximately 350 colleagues based across India, UK, US and APAC.
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Overall purpose of role
Subject Matter Expert providing a world class range of operational and transactional services for the benefit schemes that are provided to Barclays employees; engaging with key stakeholders within the Rewards & Performance centres of excellence, external suppliers, and colleagues within the Benefits employee helpdesk.
Key Accountabilities
Subject Matter Expert in Pensions and Benefits and how they operate, working towards pre-defined targets.
Operating best-in-class end to end processes and controls.
To lead on the delivery of Benefits and Rewards impacting projects incorporating change and business migration to agreed timescale, quality, ensuring objectives are delivered and improvements achieved.
To deliver Service Level Agreements and Key Performance Indicators.
Operational Processing and Service Excellence
Develop, manage and maintain Benefits operational procedures and practices.
Ensure that Benefit operational servicing and processing meets the needs of the customer and the business through stakeholder discussion.
Responsible for query escalation and complaint handling for queries relating to Benefits and prompt root cause analysis of issues/planning and on-time delivery of rectification activities as required.
To liaise with the Reward Transaction Cycle to define and administer the benefits incorporating legislative, system, operational and business changes, communications to customers and testing, as required.
Co-ordinate and report all Benefit risks in line with HR guidelines including compliance with legislation, ensuring robust plans are in place and executed to time/quality.
Analyse and report on Benefit related MI and any business opportunities or themes supported by the data.
Operational Change Management
Identify opportunities to develop the service in line with the Benefit provision, Policy guidance, best practise and operational efficiencies.
Work in partnership with the wider HR Operational and Control teams to shape and develop the customer experience and deliver Benefit related business objectives.
Work in partnership with governing bodies or Reward Policy team to ensure implementation and delivery of legislative and policy change.
Make operational change decisions based on an evaluation of risk, cost, resource availability, customer service and overall impact on Benefit operational servicing & processing model.
Operate and evaluate implemented process, procedure and policy change and feedback to relevant parties.
Support transitional change activity to either embed new operational services or migrate services to other areas of HR Operations.
Stakeholder Management and Leadership
Lead on specific benefit related projects as required.
Responsible for the provision of progress updates to Line Management and Stakeholders, identifying and reporting areas of Risk and escalating issues in a timely manner.
Establishing day to day relationships with peers within HR business and customer to manage the smooth transition of the project from inception through to live, supporting the project in the realisation of anticipated benefits.
Decision-making and Problem Solving
Build trust through credible use of facts and data and possesses ability to creatively resolve problems and issues at pace.
Analyse problems and evaluate options prior to decision making - commit to a course of action after identifying and assessing alternatives based on logical assumptions, facts, resources, constraints and organisational values.
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.
Person Specification
SME in Pensions and Benefits operation
Proven ability to effectively manage multiple priorities/projects, ensuring consistent delivery to a high standard and customer satisfaction.
Strong communication, presentation and negotiation skills with the ability to influence and build commitment amongst senior stakeholders.
Demonstrate resilience - reacts positively to changes and maintains poise, focus and flexibility when encountering difficulties or obstacles.
Possess a demonstrable ability to effectively engage with stakeholders, whilst being able to clearly communicate requirements and liaise with peers who are required to support the delivery.
Essential Skills/Basic Qualifications
Degree qualified or with equivalent professional qualifications or demonstrable experience in lieu of this
Experience of Benefits, governance, controls and risk management.
Excellent people management skills in relation to performance, motivation, development and delivery
Customer Service experience – ability to deal with a varied customer base, including business customers & senior stakeholders, and explain complex queries clearly
Desirable Skills/Preferred Qualifications
Preferably degree qualified in a numerate or HR-related discipline
Experience of working within a HR operational and service delivery environment
Generalist HR experience within complex organisations
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.
You may be assessed on the key critical skills relevant for success in role, such as experience with pensions and benefits experience.
The role is based out of Pune.
Purpose of the role
To design and implement programmes and initiatives that support the growth and development of the bank’s employees and leaders.
Accountabilities
Development and implementation of training and development programmes and initiatives, including creation and execution of training sessions, workshops, and other learning opportunities.
Collaboration with HR and hiring managers to analyse the current and future development needs of the organisation.
Design and delivery of classroom and digital based training content, programmes and associated User Experience.
Management of onboarding programmes including training, onboarding materials, introduction meetings and providing support throughout the

Work arrangement
No