AddressJob Title: WFM & Planning Analyst
Location: Noida
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
Take ownership for managing risk and strengthening controls in relation to the work you do.
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, and your request will be reviewed subject to business needs
Hybrid Working
Structured hybrid role:
At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.
Introduction
- Responsible for turning individual business area strategy into an FTE plan to ensure that BUK COO is optimally staffed against their budget throughout the year.
- Develop and maintain a multi channel customer demand forecast, within target tolerance, based upon customer behavioural trend, transactional analysis and evolving customer channel service offering
- Enable BUK COO to optimise staffing supply with Customer demand to support consistent delivery of desired Customer service and NPS outcomes
- Responsible for the management and execution of the long, mid and short term operational capacity plans for BUK COO ensuring optimising service performance through the effective use of resource and systems. In addition, ensuring optimum use of resources and performance through the development of long to short term planning processes and the preparation of ,monthly to daily & interval volume forecasts & resource plans
- Delivery of a robust long term workload forecast, resource & recruitment plans built on a collaboratively agreed set of assumptions to determine the demand plan for individual areas of responsibility.
- Ongoing development of ‘bottom up’ resource planning models that underpin the operating budget and headcount plan for each specific business area.
- Provide Headcount Management & Control through the governance framework and reporting. Output analysis and insight through regular Headcount reports providing clarity of month on month staff movements.
- Provide continuous support and adherence to the resource planning change gateway process conducting thorough Impact Assessments of change initiatives to support/inform Leadership decision making process.
- Proactively support the delivery of best in class workload forecasting & Planning capability utilising industry leading processes and technology and improving forecast accuracy within defined tolerance.
- Working collaboratively with key stakeholders and the wider COO WFM team to drive exceptional Customer service standards, increased NPS and reduce Customer Complaints across all channels
- To be able to fully understand the impacts of any change on their business area and be able to communicate and manage this change through to the other areas of the business in the most appropriate and effective manner.
- Provide continuous support and adherence to the resource planning change gateway process conducting thorough Impact Assessments of change initiatives to support/inform Leadership decision making process.
- To facilitate the analysis of performance and colleague data to be able to conduct a scheduling ‘gap analysis’ within the current workforce and ensure were necessary any risks are mitigated through BAU processes or via the recruitment process.
What we’re looking for:
- Graduate or Postgraduate with 4 to 5 years of Experience in Workforce Forecasting & Capacity Planning
- Strong communication & presentation skills interacting at all levels
- Demonstrable analytical skills with the ability to provide insight and present in a way that gives clarity, confidence & certainty to the audience.
- Ability to be pro-active through planning and organisation skills, constantly anticipating future needs but remaining flexible and calm with unforeseen demands
- Experience in different approaches to data analysis, statistical modelling including planning, gathering and challenging quality of data from various sources
- Academic background to evidence competence in Statistical Modelling
- Understanding of contact centres IVR and call routing methodologies, how they work and how they impact business measures
- Knowledge of work force management processes, methodology, tools and capabilities
Where will you be working?
Noida
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.
