Head of Customer Care Performance Specialist

3 weeks ago

Manchester, United Kingdom Barclays Bank UK PLC Full time
Job Description

Purpose of the Role

To collaborate with stakeholders and utilize data-driven insights to identify opportunities for process optimization and capacity creation in relevant business areas.

Key Responsibilities

  • Develop and implement strategies to enhance the efficiency and effectiveness of banking operations, leveraging data-led insights.
  • Participate in projects and initiatives to improve performance and optimization efficiency and effectiveness.
  • Develop reports and presentations on performance and optimization, communicating findings to internal senior stakeholders.
  • Identify industry trends and developments, collaborating with stakeholders across the bank to provide recommendations for change and improvement within performance and optimization processes.
  • Develop and implement analytics and reporting 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, influencing 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/procedures appropriately.
  • Foster and guide compliance, ensuring regulations are observed, and 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 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 Behaviours

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

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

Barclays Values

All colleagues will be expected to demonstrate the Barclays Values of:

  • Respect
  • Integrity
  • Service
  • Excellence
  • Stewardship

Barclays Mindset

They will also be expected to demonstrate the Barclays Mindset:

  • Empower
  • Challenge
  • Drive

Key Accountabilities

  • Be the Barclays Subject Matter Expert for the channel owned.
  • Proactively seek out external benchmarking and industry best practice to inform and drive improvements in the channel owned.
  • Drive day-to-day planning, readiness, and performance SLAs for the channel owned (Supporting the Accountable MD for the Channel).
  • Accountable to connect with Deliverables that enable performance and hitting Balanced Scorecard Targets and contributions for the channel.
  • Inputs into TOM and accountable to execute performance and TOM transformation enablers for their channel.
  • Continually innovate to identify opportunities to grow our business rigorously and sustainably, balancing income generation, cost reduction, while 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 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 wider BUK COO organisation.

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