Barclays PLC: An Organisational Behaviour Report on Job Redesign

This report provides an in-depth analysis of Barclays' organisational behaviour, focusing on job redesign strategies to enhance employee motivation and customer satisfaction. It begins with an overview of Barclays' background, organisational culture, and the role of a Business Care Manager. The report identifies issues such as fixed shift timings, a lack of job profiling, and limited job enlargement practices. To address these issues, the report explores various job design types, including work simplification, job rotation, job enlargement, and job enrichment, ultimately recommending job enrichment as the most effective approach for Business Care Managers. The implementation of job enrichment is discussed, along with specific recommendations to improve the redesigned job. The report concludes by emphasizing the importance of job redesign in fostering a positive organisational culture and improving employee performance within Barclays. The report uses various sources to support the findings and provides a comprehensive understanding of the subject.

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ORGANISATIONAL BEHAVIOUR
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Table of Contents
Introduction......................................................................................................................................2
Discussion........................................................................................................................................3
Background of the organisation...................................................................................................3
Current organisational culture of Barclays..................................................................................3
Job of Business care manager......................................................................................................5
Issues in the job...........................................................................................................................5
Redesign the job..........................................................................................................................6
Type of job design...................................................................................................................7
Best possible choice.................................................................................................................7
Implementation........................................................................................................................8
Recommendations......................................................................................................................10
Conclusion.....................................................................................................................................10
Reference.......................................................................................................................................12
Appendix........................................................................................................................................15

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Introduction
Job redesign is considered to be one of the important aspects that the current business
organisations are practicing as a part of motivating the employees. Due to the increasing
competition in both the domestic and international market it becomes a pertinent aspect for the
business companies to divide the responsibilities among the employees and make the job more
specific and professional. However, this specification and expertise of the job role can create a
boredom among the employees. From the research of Biltner et al. (2017) it can be stated that
employees who are working on the same profession day after day are getting sick of their job
because it feels monotonous to them to do the same job year after year. In response to this, a
concept of job redesign has come to play where the organisation considers its job distribution
and renegotiate some the jobs by changing its nature a bit in the form of adding more
responsibilities or some new activities. Therefore, it is highly pertinent for the business
organisations to put a great deal of emphasis over the role of job design and its efficacy into the
performance of the employees.
This report aims to find out the issues in Barclays Company regarding job and provide an
effective job design practice so that the organisation can get benefits of the process. Moreover,
some specific recommendations are also going to be made so that it can bring an effectiveness to
the recommended redesign of the job in Barclays.

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Discussion
Background of the organisation
Barclays Plc. is a British multinational investment bank and financial service enterprise
that is operating in the field of investment banking, personal banking, wealth management and
investment management. In other words, Barclays covers all the attributes that a private bank is
practiced and successfully runs its business in the UK market. Originating from the goldsmith
banking business, the organisation was established in 1690 in the City of London and currently
employed approximately 90,000 employees (Home.barclays, 2020). It is a promising figure for
the future of the organisation as the 2019 report of Barclays stated that the company incurred an
annual revenue of £21.632 billion (Home.barclays, 2020). The company has a primary listing on
the London Stock Exchange and a secondary listing on the New York Stock Exchange. From
that point of view, it can be stated that the organisation has a great deal of market capitalisation
in both the domestic and international market. According to Augar (2018) Barclays is considered
to be one of the powerful multinational enterprise in terms of its ownership, market capitalisation
and competition in the international market. As a result of that it is quite obvious for the
organisation to have a solid and efficient workforce as the success of the organisation depends on
the efficacy of its employees.
Current organisational culture of Barclays
As one of the leading banking organisation, Barclays is always trying to create positive
organisational culture within its workplace. Belongs to the service industry, it is always
considered to be one of the primary motive for Barclays to provide high satisfaction to its
customers (Barclayscorporate.com, 2020). It is also stated in the company website, where the

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Barclays management stated that the organisation is looking for an effective organisational
culture where the focus of each of the employees is to create a brand image of Barclays by
offering high customer satisfaction rate. Moreover, the bank believes in its culture of customer
experience from the top (Barclayscorporate.com, 2020). It means, the senior management is also
responsible to create a better service and facilities for the customers. According to the article of
Home.barclays (2020) customer satisfaction is identified as a crucial practice for the business
organisations to gain strategic advantage in the competitive market. As a result of that it becomes
crucial for Barclays as well to ensure its success in business and formulate a better organisational
culture that has to be aligned with premium and exclusive services to the customers. The right
attitude and mind-set of the employees play a pivotal role in this regard. Barclays is willing to
provide enough training to its employees in communication and personality development so that
a positive organisational culture can be maintained. Moreover, there is also reward and
recognition practice that can help to motivate and boost the confidence among the employees to
follow better organisational culture.
Nevertheless, the report of Guardian revealed a grave concern regarding the real picture
of corporate culture that prevails in Barclays (Myners, 2012). The report stated that there are
limited and less practice of probity and honesty prevalent in the workplace of Barclays. The
organisation does not take interests in its sustainable and positive organisational culture rather
the focus is invested in its business profitability only. It is a very big accusation for Barclays and
the malpractices in Barclays is also under the investigation of FSA and Us regulatory bodies.
Therefore, it is obvious to raise the flag against the effective organisational culture that Barclays
is claimed to follow and deep insights into the jobs of the employees can generate a more
revealing picture of such under performance.

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Job of Business care manager
The purpose of choosing a specific job role in Barclays is associated with the notion of
delivering a good and core insights into the practice so that it will be easier to find out the gaps
and problems into that specific job. As the organisation is highly interested in creating an
exclusive customer satisfaction experience and as the company is belonged to the service
industry, so that it will be effective to discuss about the role of customer relationship managers in
Barclays (Search.jobs.barclays, 2020). Within the organisation, the designation of a customer
relationship manager is called Business Care Manager with the purpose to resolve the queries
and bank related issues of the customers. The official website of the company reveals some
important aspects in this regard. For instance, the role of the business care manager is to put
focus on managing and resolving the customer queries and ensuring the best possible outcome to
continuous improvement of the service (Search.jobs.barclays, 2020). Furthermore,
accommodating small business clients, working collaboratively with small business servicing
teams and handling calls are also identified as the major job role that a Business Care Manager in
Barclays has to practice.
Issues in the job
There are some issues that can be identified with the job of Business Care Manager. The
issues are as follows,
 In most of the cases the shift timing of the employees is fixed and they have to come at
office within the shift timing. There is no such flexibility that Barclays provides to its
employees. It is a very demotivating aspect for the employees as they are getting bored
and frustrated with the routine lifestyle (Butcher, 2016). Therefore, the management must
look into this matter and take enough measures to resolve the problem properly.

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 The Job profiling is also a very disoriented and complex in nature where Barclays fails to
break down the job details so that it will be easier for the Business Care Managers to
synchronise the tasks and activities on a priority basis. It has a direct impact on the
productivity and efficacy of the employees as the objectives of the organisation are ill-
suited the interests of the employees.
 There is no wide range of duties that the employees must take in order to show their
ability and efficacy in workplace. For instance, the role of the Business Care Manager is
to take calls and attend small business teams (Butcher, 2016). It is a very disheartening
job for people who like to get challenges in profession and always interested to prove
themselves in profession. Therefore, the management of Barclays must take care of such
monotonous job profiling for the Business Care managers.
 The job enlargement practice is also missing in the context of delivering a better and
effective organisational practice. For instance, the Business Care Managers of Barclays
do not have to take care of any extra or additional tasks. From the research of Langton
and Robbins (2007) it can be stated that the job enlargement practice is highly relevant
for the business employees as it enhances their motivation towards taking challenges and
act as per their abilities.
Redesign the job
In response to this, monotony and boredom of the employees, it is essential to facilitate
an extensive measure for the employees so that they can perform at the best and confident
enough to take any challenges and resolve it by their profound experiences and skills.

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Type of job design
There are four types of job design that can shape the job profile of the employees and
relive them from further boredom in profession (Langton & Robbins, 2007). The first design is
associated with work simplification. As per the research of Biltner et al. (2017) it can be stated
that the role of the work simplification is to simplify the job and divide it in small subparts so
that the employees are able to prioritise their roles and responsibilities accordingly. It definitely
increases the productivity and the efficacy of the employees as they gain clear understating of the
job (Sinclair, Siemieniuch & Henshaw, 2018). The second type is known as job rotation. For
many of the employees job rotation is considered to be one of the best practice to relieve them
from professional boredom. Srinivas and Ashok (2018) advocated that the job rotation means the
employees are moving from job to job without any change in the job. It can be time schedule of
the job as well. It helps the employees to redeem their boredom and also enhances adaptability to
perform in new environment (Suri, 2016). In addition to this, there is also job enlargement
design that helps the employees to perform in a horizontal expansion in the job. Evans (2016)
articulated that the job enlargement practice expands the job scope and provides varieties of tasks
to the employees so that employees can feel fresh with new and variety of job roles. The final
type is associated with the job enrichment practice where the employees can get the opportunity
to enrich their expertise through job rotation and facing new type of job challenges that can help
them to engage into their assignments effectively (Harris, 2017). The process also creates
opportunity for better education and professional development for the employees.
Best possible choice
The best possible choice for the Business Care Manager in Barclays is associated with the
job enrichment design. It is important to note that the job enrichment process requires some set

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of skills and understanding so that it can be formatted in an effective way (Li et al., 2019). For
instance, perceiving the quality and skills of the employees is always considered to be the most
important aspects for job enrichment. As far as the research of Teryima and Abubakar (2018) is
concerned, it can be stated that the job enrichment practice is closely linked with the motivation
of the employees where they can pursue towards challenges and variations in the job role. The
purpose of job enrichment is to engage the employees more effectively with the profession and
provides them wider vision and expertise that they can nourish (Yoo et al., 2019). For the
organisational perspective, the job enrichment approach is also offered a competitive edge in the
market as the employees are able to perform different job roles and reduce the human capital
expenses of the organisation to a great extent (Ebrahim & Zakaria, 2019). It is important to note
that the performance and effectiveness of the of the employees can boost the profitability of the
organisation and it has a future orientation for the success of the business as well.
From the research of Lawrie, Tuckey and Dollard (2018) it can be derived that the job
enrichment practice enables the business organisations to put great deal of emphasis over the
efficacy and creativity of the employees by providing them challenging tasks so that they do not
have to do repetitive works. The most important drivers for employee motivation is resembled
with achievement, recognition, responsibility, advancement and growth (Habraken &
Bondarouk, 2017). The job enrichment practice covers all the attributes successfully so that it
will not be a problem to reduce the boredom of the employees and engage them more effectively
in different working practice.
Implementation
Need identification

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It is important to note that the need identification will help Barclays to understand the
situation of the organisation and the required measures that has to be followed. The purpose of
the need identification process is to set the rules of identifying the relevance and scope for job
enrichment practice.
Creating better job description
Based on the need analysis practice, it is important for the organisation to review its job
description and make it more pragmatic and relevant to the need and demand of the management.
The job description will help the employees to perceive a clear understanding of the motive of
the organisation and the benefits incurs by it.
Listing required skills
For the HR, it is crucial to plan some set of skills that has to be practiced by each of the
employees. It is pertinent to make the job enrichment practice a success and therefore,
emphasising on the skill development will help the HR to sort out the employees as per their
talent and abilities. The change in job will be roll out as per the listed skills of the employees.
Convey to the employees
For the Barclays management, engaging the employees into the new decision is also a
pertinent aspect as the success of the organisation depends on their engagement and efficacy.
Therefore, an employee induction has to be conducted with the purpose to get feedbacks from
the employees and design the job enrichment plan accordingly.
Feedbacks and change

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The feedbacks of the employees will guide the organisation to find out the gaps and
strengths of the job enrichment planning. It is pivotal for the future success and advantage of the
organisation. As a matter of fact, putting emphasis on the employee feedbacks will guide the
organisation to implement an employee lenient process of change.
Monitoring and controlling
The purpose of the monitoring and controlling process is to generate effectiveness into
the process and ensure its efficacy for not only increasing the organisational profitability but also
help the employees to participate into the professional development practice.
Recommendations
There are few recommendations that Barclays management must follow in order to
continue the new change in terms of job enrichment successfully. The recommendations are as
follows,
 Focusing on the need of the organisation and identifying the resource criteria
accordingly.
 Conveying the employees with a positive intent is also essential in order to convince
them to take participation into the job enrichment program.
 Evaluating the feasibility and viability of the process has to be analysed.
Conclusion
The report critically analysed the job of Barclays and prepare a plan to redesign the job.
For a more effective analysis the report chooses the job role of Business Care Manager so that it
will help to understand the existing job role of the manager and the potential to redesign the job

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role. Moreover, the report also discusses the best choice of redesigning job role of the Barclays
Business Care Managers, job enrichment, in order to get rid of the boredom of the employees
and damaging business productivity. The job enrichment practice also helps the organisation to
motivate the employees effectively. Therefore, it can be concluded that the report rightly
discussed the design to make effective teams in Barclays.

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Reference
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Harris, D. (2017). Engineering Psychology and Cognitive Ergonomics: Volume 4: Job Design,
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Appendix
Image 1: Business Care Manager
(Search.jobs.barclays, 2020)