Job Description

Purpose of the role
To support the Specialist Customer Care team by providing exceptional customer service while resolving more complex customer needs/requests.

Accountabilities
- Support the provision of customer service through various communication channels including chat, email and phone.
- Support the execution of customer service requirements to resolve more complex customer needs, requests and enquires.
- Collaboration with teams across the bank to align and integrate customer care processes.
- Identification of areas for improvement and providing recommendations for change in customer care processes, by providing feedback and coaching for colleagues on these highlighted areas.
- Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
- Resolution of customer inquiries and issues related to the bank’s products and services, including account balances, transactions and payments.




- Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
- Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness .

Assistant Vice President Expectations
- To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
- Lead a team performing complex tasks, using well developed skilled knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
- 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

📌 Specialist Customer Care Analyst AVP (Pune)
🏢 Barclays
📍 Pune