We are looking for a talented individual to take on the role of Customer Care Leader AVP at Barclays.
nThe ideal candidate should have strong people management experience and the ability to lead a team of 10 15 members effectively.
nTo thrive in this role, we require the below skills:
nBack-office operations, Account maintenance, general account maintenance, credit card operations, retail, business, and personal banking.
nUnderstanding of controls, savings, and current account.
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nPurpose of the role
nTo lead and develop a highly engaged team, pioneering an omni channel experience to achieve consistently excellent customer outcomes. Build and maintain your team's capability to deliver excellent customer outcomes through identifying, understanding, and meeting customer needs both internally and externally, using available tools and enablers to grow business performance.
nAccountabilities
- nCustomer service to create excellent customer satisfaction and positively influence NPS (Net Promoter Scores), act as an ambassador for Barclays externally and internally, creating connections and growth for customers.
- nIdentification and maintenance of active performance management standards across the team, communicating to and inspiring colleagues to be commercially minded, achieve goals and expectations, measure them frequently and honestly to ensure personal growth and support early identification and intervention where required.
- nDay to day running of the business, using internal and external insights to develop an effective business plan, making evaluative judgments to support customers with their financial needs and drive long term sustainable revenue growth in your area.
- nMarket research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.
- nCultivation of a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact.
- nCreation of an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues and Outcomes.
- nOperational performance of allocated sites and surrounding touchpoints. Ensuring operational and risk frameworks are adhered to for all direct reports, including observations.
- nCreation of a culture which enables focus on building deeper relationships with customers and contribute to the overall success of Barclays.
nAssistant Vice President Expectations
- nConsult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
- nIdentify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
- nTake ownership for managing risk and strengthening controls in relation to the work done.
- nPerform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
- nCollaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
- nEngage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
- nCommunicate complex information. Complex information could include sensitive information or information that is difficult to communicate because of its content or its audience.
- nInfluence or convince stakeholders to achieve outcomes.
nAll 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.
