Manish Sharma
Noida
Summary
Strategic leader in management field known for high productivity and efficient task completion. Possess specialized skills in operational strategy, team leadership, and conflict resolution. Excel in communication, adaptability, and problem-solving to achieve organizational goals.
Overview
11
11
years of professional experience
Work History
Team Manager- BFA (Barclays Financial Assistance)
Barclays
Noida
02.2025 - Current
- Created shift schedules and coordinated with team members to maintain sufficient staffing levels during employee absences.
- Led a diverse team of BFA colleagues to ensure that customer needs are catered to, tailoring repayment solutions while ensuring the right outcome for all.
- Coached the team for success by using corrective action processes.
- Partnered with upper management and HR to identify effective resolutions for employee relations issues.
- Ensure vulnerable customers are identified and supported appropriately.
- Facilitated weekly team meetings to discuss progress, address challenges, and plan future activities.
- Ensured compliance with company policies and industry regulations, mitigating risk, and maintaining integrity.
- Conducted root cause analysis to develop corrective action plans.
- Making sure to act with integrity as the first line of defense to protect the customer and Barclays’ reputation.
- Having attention to detail to ensure that a customer’s records and needs are accurately up to date.
- Managed remote teams effectively, using virtual communication tools to maintain engagement and productivity.
- Organized team activities to build camaraderie and foster a pleasant workplace culture.
- Held regular one-on-one meetings with employees to review performance, priorities, and provide feedback.
Team Support Specialist
Barclays Technology Center India
Pune
10.2022 - 02.2025
- Maintained a track of day-to-day operational activities in Premier, Lending, and Retail accounts by the customer service representatives; ensured that no fraudulent or inappropriate activities could take place.
- Accomplished team leader with extensive experience managing teams of 6 to 14 FTEs, skilled in optimizing performance and overseeing daily activities.
- Proven track record in enhancing vulnerability identification, treatment, and servicing through continuous performance monitoring, and targeted training sessions.
- Performed regular checks to ensure that the risk events or situations are removed from the system; improved the overall performance of the resources we used, and helped representatives in handling multiple queries, which improved flexibility and customer experience.
- Prepared a root cause analysis of the detractors to create training and update sessions; decreased detractors by 10%.
- Prepared accurate documentation of reports and ensured overall compliance for better understanding and decision-making; increased the productivity of an individual and the process's overall Customer Satisfaction Score by 5%.
- Created business insights and trend analysis reports (from various sources) to support training and enhance preventive and detective control measures.
- Planning and arranging colleague appreciation and engagement activities, highlighting important updates of the process.
- Created performance dashboards using BI tools for the stakeholders and clients.
- Implemented ideas to decrease Turnaround Time (TAT) for an individual; it decreased the TAT of the process by 30 seconds.
- Assisted in Bottom Quartile (BQ) management and coaching; improved the process's performance by 10%.
- Detail-oriented coordinator with a 100% success rate in managing the re-badging process by effectively assisting the HR department with document management and interview scheduling.
Process Advisor
Barclays shared Services
NOIDA
04.2014 - 02.2018
- Quality support in telephone banking, Sky Branch, Barclays Shared Services. Performance of all quality assurance activities, including monitoring of calls, and recommending corrective actions.
- Providing accurate documentation of reports, and ensuring overall compliance.
- Arranging and attending regular calibration sessions with team managers and onshore quality partners to ensure that chat monitoring standards, controls, and checks are understood and consistently assessed.
- Develop, interpret, and present reports as per deadlines to Operations and Senior Managers on quality performance against objectives and targets.
- Preparing trend analysis for the stakeholders and operations, suggesting training needs and corrective actions.
- Preparing accurate and updated Weekly Service Reviews, Monthly Business Reviews, presentations, and reports for Quality and Operations Managers.
- Identifying, reporting, and reviewing risks, and performing regular consistency checks to make sure the risk events or situations are removed from the system.
- Performance owner for Premier, Lending, and Complaints queue at Barclays Customer Services, Barclays.
- Managing day-to-day operations activities of Premier, Lending, and Complaints queue.
- Taking daily learning and feedback sessions with advisors on the detractor surveys received, and appreciation of top performers.
- Preparing a root cause analysis of the detractors to suggest training and update sessions to operations.
- BQ management and coaching.
- Business Analyst in Premier Telephone Banking, Sky Branch, Barclays Shared Services.
- Handling premier customers of Barclays Bank, UK.
- Providing information on Barclays' products and services, Barclays Bank UK is offering to its Premier Customers.
- Quality Coach and Risk and Compliance Auditor.
- Auditing transactions performed by personal bankers at Barclays for the clients.
- Creating internal risk control documents and aligning them to the regulatory requirements.
- Creating business insights and trend analysis to support training, and enhance preventive and detective control measures.
Education
Master's - Business Administration in Operations & IT
01.2024
Master's - Computer Application
01.2022
Bachelor's - Computer Application
01.2012
XII -
CBSE
01.2009
X -
CBSE
01.2006
Skills
- An empathetic listener who can connect and establish meaningful relationships
- A problem solver, resilient, and able to cope in a fast-paced environment
- Strong in computer literacy
- Ability to navigate multiple systems
- Professional demeanor
- Operations management
- Multitasking Abilities
- Excellent communication
- Regulatory compliance
- Team management
- Time management abilities
Achievements And Recognitions
- Awarded for consistent performance in managing teams, controls and risk events in H1
- Received recognitions from senior leadership for managing re-badging and helping HR dept. with documentation
- Received recognitions from senior leadership for managing interview drives
- Awarded for achieving 100% CES and Quality score
- Got appreciation from team leaders for Consistent Performance in all the queues
- Worked as a Quality Support
- Assisted Green and Black Belts on Performance improvement and Quality improvement projects
Languages
- English
- Hindi
- Punjabi
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Timeline
Team Manager- BFA (Barclays Financial Assistance)
Barclays
02.2025 - Current
Team Support Specialist
Barclays Technology Center India
10.2022 - 02.2025
Process Advisor
Barclays shared Services
04.2014 - 02.2018
Master's - Business Administration in Operations & IT
Master's - Computer Application
Bachelor's - Computer Application
XII -
CBSE
X -
CBSE
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