- Session
| Title: | Part II - Transforming the Workforce for 2020: Barclays Partnership |
| Date and Time: | Thursday 19 November 2009 11.30-13.00 IST (GMT + 5.5 hours) |
- Recordings
| Recording: |
Click here |
- Abstract
| Part II of this session explores
how one company has been working to meet the
challenges of transforming the workforce, with the
support of British Council. Barclays Learning and Development function exists ‘To inspire individuals and teams to release their potential, perform to the very best of their ability and achieve their goals’ The British Council has been working in partnership with Barclays in India since 2007 to help them reach this goal. This far reaching skills development project has seen Barclays: 
Adopt the Common European Framework of Reference as
a benchmarking tool throughout the recruitment and
training cycle
Profile roles within the organisation in terms of
communicative challenge
Redesign language tests to focus on communicative
competencies
Develop a world class cadre of trainers and training
managers to take lead the Learning and Development
function Philippa Mathewson and Jill Coates will be presenting a case study of how Barclays has achieved sustainable continuous professional development for its growing workforce in India. |
- Speakers
 Philippa Mathewson |
Philippa has over
25 years of rich working experience spanning both
retail and contact centres within the Travel
Industry and more recently, the Finance Industry.
She has worked with many leading industry names such
as Thomas Cook, Expedia, Going Places and the Tui
Travel Group and held many roles including Trainer,
Service Deliver Manager, Head of Sales and Head of
Contact Centres. After joining the Barclays Group in 2004 as Contact Centre Manager for Barclaycard, she was asked to transition Barclaycard Customer Services to India. After 18 months of working in both Mumbai and Noida, in May 2008 she was offered a permanent role as Head of Training, Learning and Development for Barclays Shared Services. In this role Philippa has been able to use her vast working experience in Operations to ensure that BSS are absolutely committed to improving voice capability across all BSS locations and developing a model that will ensure consistency which exceed the end customer’s expectations.  |
 Jill Coates |
Jill Coates is Head
of Corporate Training at British Council, India. She
has worked as a Language and Communications Skills
trainer in Europe and Asia and has managed training
programmes for Siemens and the German Arbeitsamt.
She spent five years as a consultant for a European
Social Fund project to up-skill the workforce in the
former GDR, as part of a government strategy to
attract new industry to the region. She joined the
British Council, Sri Lanka, in 2004 to work on a
two-year project with HSBC to create an integrated
Language and Communication development programme for
offshore contact centres throughout South and East
Asia. Jill led on the development of a language
assessment test for recruitment. Jill is currently
managing a partner project with Microsoft which aims
to improve the employability skills of rural youth
across India. |
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