Head of Customer Care Performance

4 weeks ago

Manchester, United Kingdom Barclays UK Full time
Role Responsibilities

As a key member of the team, you will:

  • Be the Barclays Subject Matter Expert for the channel that you own.
  • Proactively seek out external benchmarking and industry best practices to inform and drive improvements in your channel.
  • Drive day-to-day planning, readiness, and performance SLAs for the channel owned, supporting the Accountable MD for the Channel.
  • Connect with Deliverables that enable performance and meet Balanced Scorecard Targets and contributions for the channel.
  • Input into TOM and execute performance and TOM transformation enablers for your channel.
  • Continually innovate to identify opportunities to grow our business rigorously and sustainably, balancing income generation and cost reduction, while always maintaining and improving target customer outcomes.
  • Define and deliver continuous improvement across the Customer Care Channels team to ensure that we are continually learning from our performance, reviewing, and analyzing where we are, and developing new approaches to improve and deliver uplift across the national UK business as required.
  • Ensure all proposed changes take account of customer and colleague feedback and are appropriately sequenced to avoid operational issues.
  • Demonstrate prudence, sound judgment, and appropriate and timely escalations in the management of all types of risk pertinent to the effective operation of Customer Care Channels and the wider BUK COO organization. Purpose of the Role

    To collaborate with stakeholders and use data and MI to identify process optimization opportunities for capacity creation in relevant business areas. Accountabilities

    • Develop and implement strategies to improve the efficiency and effectiveness of banking operations, using data-led insights.
    • Participate in projects and initiatives to improve performance and optimization efficiency and effectiveness.
    • Develop reports and presentations on performance and optimization and communicate findings to internal senior stakeholders.
    • Identify industry trends and developments, and collaborate with stakeholders across the bank to provide recommendations for change and improvement within performance and optimization processes.
    • Develop and implement analytics and reporting on performance and optimization to mitigate risks and maintain efficient operations.
    • Identify capacity creation in operations using data and Management Information. Director Expectations
      • Provide expert advice to senior functional management and committees to influence decisions made outside of own function, offering significant input to function-wide strategic initiatives.
      • Manage, coordinate, and enable resourcing, budgeting, and policy creation for a significant sub-function.
      • Escalate breaches of policies/procedure appropriately.
      • Foster and guide compliance, ensuring regulations are observed and that relevant processes are in place to facilitate adherence.
      • Focus on the external environment, regulators, or advocacy groups to both monitor and influence on behalf of Barclays, when appropriate.
      • Demonstrate extensive knowledge of how the function integrates with the business division/Group to achieve the overall business objectives.
      • Maintain broad and comprehensive knowledge of industry theories and practices within own discipline alongside up-to-date relevant sector/functional knowledge, and insight into external market developments/initiatives.
      • Use interpretative thinking and advanced analytical skills to solve problems and design solutions in often complex/sensitive situations.
      • Exercise management authority to make significant decisions and certain strategic decisions or recommendations within own area.
      • Negotiate with and influence stakeholders at a senior level both internally and externally.
      • Act as principal contact point for key clients and counterparts in other functions/business divisions.
      • Mandated as a spokesperson for the function and business division. Leadership and Values

        All Senior Leaders are expected to demonstrate a clear set of leadership behaviors to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviors are:

        • L – Listen and be authentic
        • E – Energize and inspire
        • A – Align across the enterprise
        • D – Develop others

          All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge, and Drive – the operating manual for how we behave.

  • Head of Customer Care

    3 months ago

    Manchester, United Kingdom Persimmon Homes Full time

    From the commitment we pour into our homes, to the belief we bring to supporting amazing careers, a role at Persimmon is a springboard for Building Your New Possible. Discover new opportunities to grow, learn new skills and release your potential. We’re Persimmon Homes, a FTSE 100 listed company and a leading UK house builder serving local communities...

  • Head of Customer Care Performance Specialist

    3 weeks ago

    Manchester, United Kingdom Barclays Bank UK PLC Full time

    Job DescriptionPurpose of the RoleTo collaborate with stakeholders and utilize data-driven insights to identify opportunities for process optimization and capacity creation in relevant business areas.Key ResponsibilitiesDevelop and implement strategies to enhance the efficiency and effectiveness of banking operations, leveraging data-led insights.Participate...

  • Head of Customer Care Performance Specialist

    3 weeks ago

    Manchester, United Kingdom Barclays Bank UK PLC Full time

    Job DescriptionPurpose of the RoleTo collaborate with stakeholders and utilize data-driven insights to identify opportunities for process optimization and capacity creation in relevant business areas.Key ResponsibilitiesDevelop and implement strategies to enhance the efficiency and effectiveness of banking operations, leveraging data-led insights.Participate...

  • Head of Customer Care Performance

    1 month ago

    Manchester, United Kingdom Barclays Bank UK PLC Full time

    Job DescriptionPurpose of the roleTo collaborate with stakeholders and use data and MI to identify process optimisation opportunities for capacity creation in relevant business areas. AccountabilitiesDevelopment and implementation of strategies to improve the efficiency and effectiveness of banking operations, using data led insights.Participation in...

  • Head of Contract Performance

    2 weeks ago

    Manchester, United Kingdom Tripod Partners Full time

    Our client is looking for a highly motivated, innovate and enthusiastic clinician to lead the healthcare team as the Head of Healthcare for a prison based in teh Greater Manchester are for a period of up to 4 months, possibility could be longer. Our client is proud to deliver an integrated model of healthcare with a full range of primary care, sexual...

  • Head of Contract Performance

    2 weeks ago

    Manchester, United Kingdom Tripod Partners Full time

    Our client is looking for a highly motivated, innovate and enthusiastic clinician to lead the healthcare team as the Head of Healthcare for a prison based in teh Greater Manchester are for a period of up to 4 months, possibility could be longer. Our client is proud to deliver an integrated model of healthcare with a full range of primary care, sexual...

  • Head of Performance

    6 months ago

    Manchester, United Kingdom eComplete Full time

    **Head of Performance Marketing** Purpose of Role To succeed in this role, you will need to be a strong and polished communicator working with internal (team members) and external stakeholders (founders, managing directors, brands' performance channel heads) across their entirety of marketing channels (Paid Social, PPC, SEO, CRM and...

  • Healthcare Partnership Manager

    4 weeks ago

    Manchester, United Kingdom BMS Performance Full time

    Compression and Wound CareStrategic healthcare commercial opportunityGrowing manufacturer experiencing double digit growthStrategic influencing at CCG levelTHE ROLE: The successful Healthcare Partnerships Manager will be winning, managing and developing relationships at the most senior level within the NHS from a decision-making perspective - typically...

  • Healthcare Partnership Manager

    3 weeks ago

    Manchester, United Kingdom BMS Performance Full time

    Compression and Wound CareStrategic healthcare commercial opportunityGrowing manufacturer experiencing double digit growthStrategic influencing at CCG levelTHE ROLE: The successful Healthcare Partnerships Manager will be winning, managing and developing relationships at the most senior level within the NHS from a decision-making perspective - typically...

  • Healthcare Partnership Manager

    3 weeks ago

    Manchester, United Kingdom BMS Performance Full time

    Compression and Wound CareStrategic healthcare commercial opportunityGrowing manufacturer experiencing double digit growthStrategic influencing at CCG levelTHE ROLE: The successful Healthcare Partnerships Manager will be winning, managing and developing relationships at the most senior level within the NHS from a decision-making perspective - typically...

  • Healthcare Partnership Manager

    4 weeks ago

    Manchester, United Kingdom BMS Performance Full time

    Compression and Wound CareStrategic healthcare commercial opportunityGrowing manufacturer experiencing double digit growthStrategic influencing at CCG levelTHE ROLE: The successful Healthcare Partnerships Manager will be winning, managing and developing relationships at the most senior level within the NHS from a decision-making perspective - typically...

  • Healthcare Partnership Manager

    3 weeks ago

    Manchester, United Kingdom BMS Performance Full time

    Compression and Wound CareStrategic healthcare commercial opportunityGrowing manufacturer experiencing double digit growthStrategic influencing at CCG levelTHE ROLE: The successful Healthcare Partnerships Manager will be winning, managing and developing relationships at the most senior level within the NHS from a decision-making perspective - typically...

  • Healthcare Partnership Manager

    3 weeks ago

    Manchester, United Kingdom BMS Performance Full time

    Compression and Wound Care Strategic healthcare commercial opportunity Growing manufacturer experiencing double digit growth Strategic influencing at CCG level THE ROLE: The successful Healthcare Partnerships Manager will be winning, managing and developing relationships at the most senior level within the NHS from a decision-making perspective -...

  • Healthcare Partnership Manager

    3 weeks ago

    Manchester, United Kingdom BMS Performance Full time

    Compression and Wound CareStrategic healthcare commercial opportunityGrowing manufacturer experiencing double digit growthStrategic influencing at CCG levelTHE ROLE: The successful Healthcare Partnerships Manager will be winning, managing and developing relationships at the most senior level within the NHS from a decision-making perspective - typically...

  • Healthcare Partnership Manager

    4 weeks ago

    Manchester, United Kingdom BMS Performance Full time

    Compression and Wound CareStrategic healthcare commercial opportunityGrowing manufacturer experiencing double digit growthStrategic influencing at CCG levelTHE ROLE: The successful Healthcare Partnerships Manager will be winning, managing and developing relationships at the most senior level within the NHS from a decision-making perspective - typically...

  • Healthcare Partnership Manager

    7 days ago

    manchester, United Kingdom BMS Performance Full time

    Compression and Wound Care Strategic healthcare commercial opportunity Growing manufacturer experiencing double digit growth Strategic influencing at CCG level THE ROLE: The successful Healthcare Partnerships Manager will be winning, managing and developing relationships at the most senior level within the NHS from a decision-making perspective -...

  • Head of Performance Marketing

    3 months ago

    Manchester, United Kingdom Harnham Full time

    INFO - SALARY: - £65000 - £70000 LOCATION Manchester - JOB TYPE - Permanent **HEAD OF PERFORMANCE MARKETING** **£65,000-£70,000 + BENEFITS** **MANCHESTER** Having a passion for Performance Marketing spanning PPC, SEO, and Social Media with an interest in analytics is what could make you a great addition to this marketing team! This well-known...

  • Head of Trading and Performance

    4 days ago

    Manchester, United Kingdom Aston Charles Full time

    {"h1":{"text":"Head of Trading and Performance"}},At Aston Charles, we are seeking a highly skilled and experienced Head of Trading and Performance to join our team. As a key member of our leadership team, you will be responsible for driving performance and productivity alongside technical excellence, ultimately delivering profitability.Key...

  • Head of Trading and Performance

    4 days ago

    Manchester, United Kingdom Aston Charles Full time

    {"h1":{"text":"Head of Trading and Performance"}},At Aston Charles, we are seeking a highly skilled and experienced Head of Trading and Performance to join our team. As a key member of our leadership team, you will be responsible for driving performance and productivity alongside technical excellence, ultimately delivering profitability.Key...

  • Head of Operations

    4 months ago

    Manchester, United Kingdom Care and Community ltd Full time

    Care & Community Ltd are currently recruiting a Head of Operations to cover our services supporting 16-18-year-old care leavers in embracing their independence and developing key life skills after leaving the care system in a supportive, nurturing environment. The Head of Operations will take a proactive leadership role to strengthen and enhance models of...