Job Description

Put yourself at the heart of the Barclays. A career in banking operations puts you at the very centre of our business strategy. By putting customers at the heart of everything we do, we\xc3\xa2\xc2\x80\xc2\x99re putting our whole business behind our Customer facing teams. As the face of our brand, especially in an increasingly digital world, you\'ll play a vital role in our customers\' financial lives. Here, your voice is heard, and you\xc3\xa2\xc2\x80\xc2\x99ll have the support and opportunities to thrive.See your commuteAs a Barclays \xc3\xa2\xc2\x80\xc2\x9cCustomer Care Leader\xc3\xa2\xc2\x80\xc2\x9d\xc3\x82 you may be assessed on provision of exceptional customer service to clients by responding to inquiries, resolving issues and handling client requests efficiently. key critical skills relevant for success in role, such as change and transformation, business acumen, strategic thinking , as well as job-specific technical skills.Mandate skill

• Experience in managing the team
• Having experience in Customer Service into Cost Center
• International voice experience
• Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
• Build relationships with stakeholders/ customers to identify and address their needs.
• Make judgements based on practice and previous experience.

Purpose of the roleTo lead and develop a highly engaged team, pioneering an omni channel experience to achieve consistently excellent customer outcomes. Build and maintain your team\xc3\xa2\xc2\x80\xc2\x99s 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.\xc3\x82Accountabilities

• Customer 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.
• Identification 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.
• Day 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.
• Market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.
• Cultivation 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.
• Creation of an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues and Outcomes.
• Operational performance of allocated sites and surrounding touchpoints. Ensuring operational and risk frameworks are adhered to for all direct reports, including observations.
• Creation of a culture which enables focus on building deeper relationships with customers and contribute to the overall success of Barclays.

Assistant Vice President Expectations

• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform 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.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage 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.
• Communicate complex information. \'Complex\' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship \xc3\xa2\xc2\x80\xc2\x93 our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset \xc3\xa2\xc2\x80\xc2\x93 to Empower, Challenge and Drive \xc3\xa2\xc2\x80\xc2\x93 the operating manual for how we behave.Share jobReasonable AdjustmentBarclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please reviewOur purposeWe\xc3\xa2\xc2\x80\xc2\x99re a global, vital and highly respected financial organisation with an inspiring Purpose. Operating in 39 countries and employing around 100,000 people across the world, we help communities, individuals and businesses thrive. And we\xc3\xa2\xc2\x80\xc2\x99ve created financial solutions and technology that the world now takes for granted. A career with us can offer incredible variety, depth and breadth of experience, and the chance to learn from some of the best minds in technology and finance.To find out more about Barclays\' strategy please clickEqual opportunitiesBarclays offers a diverse, inclusive and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do and celebrated for their contribution to our business and our community.We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.Right to work statementBarclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.Learn more about Barclays locationsAcross our campuses, we offer modern workspaces, collaborative areas, and state-of-the-art meeting rooms. Facilities include wellness rooms, on-site cafeterias, fitness centers, and tech-equipped workstations. Designed for innovation and comfort, they support a dynamic and productive work environment.Health and wellnessGain access to wellness rooms, gyms and mental health support.A place where you can belongOur welcoming and inclusive culture supports you to bring your whole self to work, explore your potential and pursue your passions.Collaborative AreasModern spaces designed for teamwork and brainstorming.More than workThere\xe2\x80\x99s so much more than work to involve and engage you on campus. From socialising to sports, from community events to volunteering.Your browser does not support the video tag.Learn more about Barclays locationsAcross our campuses, we offer modern workspaces, collaborative areas, and state-of-the-art meeting rooms. Facilities include wellness rooms, on-site cafeterias, fitness centers, and tech-equipped workstations. Designed for innovation and comfort, they support a dynamic and productive work environment.Health and wellnessGain access to wellness rooms, gyms and mental health support.A place where you can belongOur welcoming and inclusive culture supports you to bring your whole self to work, explore your potential and pursue your passions.Collaborative AreasModern spaces designed for teamwork and brainstorming.More than workThere\xe2\x80\x99s so much more than work to involve and engage you on campus. From socialising to sports, from community events to volunteering.Your browser does not support the video tag.Be you. Be valued. Belong.We celebrate the unique perspectives and experiences each individual brings, believing our differences make us stronger and drive success. Our colleague networks offer connection, support, and growth, while our "This is Me" series shares the unique stories of our colleagues. Committed to diversity, equity, and inclusion, Barclays values you for who you are and ensures you truly belong.You can learn more about our commitment to our colleague on our DE&I page.Application ProcessYour applicationWe\xc3\xa2\xc2\x80\xc2\x99ll ask for information about you, your CV and cover letter. 1Your assessmentCovering your behaviours and ability at work. 2Your interviewExploring your past experiences and skills. 3Next stepWe\xc3\xa2\xc2\x80\xc2\x99ll request additional information so that you can complete our screening process 4Working flexiblyWe\xe2\x80\x99re committed to providing an inclusive culture and environment, that recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees globally to work flexibly empowers each of us to work in a way that suits our lives, as well as enabling us to better service our customers\xe2\x80\x99 and clients\xe2\x80\x99 needs.Our approach to working flexibly is designed to support you to balance your life and to accommodate diverse needs, whilst still allowing us to meet our business needs. If you\xe2\x80\x99d like to request a flexible working arrangement, please discuss this with your hiring manager.Hybrid working: Our approach to hybrid working ensures there\xe2\x80\x99s the right balance of working alongside colleagues at our onsite locations, as required for each role. For business areas that offer a hybrid working experience, this will be in a structured way, where colleagues work at an onsite location on fixed, \xe2\x80\x98anchor\xe2\x80\x99, days of the week. Some roles may require full onsite working. Please discuss the working pattern requirements for the role you are applying for with the hiring manager.We continue to embed and review our hybrid working environment and remain in a phase of testing and learning. This means that working arrangements could change, with reasonable notice, to align with the needs of our business.Barclays is built on an international scale.Our geographic reach, our wide variety of functions, businesses, roles and locations reflect the rich diversity of our worldwide customer base. All of which means we offer incredible variety, depth and breadth of experience.
And the chance to learn from a globally diverse mix of colleagues, including some of the very best minds in banking, finance, technology and business. Throughout, we\xe2\x80\x99ll encourage you to embrace mobility, exploring every part of our operations as you build your career.

Barclays