Customer Care Leader

Purpose of the role

To 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. 

Accountabilities

• 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.

Vice President Expectations

• Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
• Manage and mitigate risks through assessment, in support of the control and governance agenda.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
• Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
• Adopt and include the outcomes of extensive research in problem solving processes.
• Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.

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.

Join Barclays as Customer Care Leader where you'll play a pivotal role in leading the business unit and managing process performance in line with agreed US/UK Collections SLAs /targets and all areas as per Barclaycard US BFA. Role necessitates the responsibility to ensure the Operation is compliant with US/UK Debt Collections Laws, and BFA US/UK Collections & Risk directives. At Barclays - we don't just embrace change, we drive it.

To be successful in this role, you should have experience in,

• Managing delivery on the end to end Big data platform implementation at the organization level
• Project managing IT project life cycle
• Working as a Senior Business Analyst on IT project in collection domain
• Understanding and articulating from the Technology artifacts ( AV, E2E Design etc) into business needs.
• Collaborating with Technology to elicit the Strategic and Tactical Road map that may impact the Operational Design ( SOPs, Legacy system & Business Benefits ( FTE etc))
• Exploring and presenting various possibilities that may / have impact on the Operational process as a result of technology changes / updates
• Delivering business critical Use cases to solve analytical problem using data from the Big data stores
• Requirements analysis, gathering and management
  Should have hands on knowledge on stakeholder management and documenting requirements
• Excellent written and oral communication skills
• Problem solving: ability to constructively handle unexpected problems.
• Strong Analytical skills.
• Decision making: ability to make sound decisions given the information available
• Handling and solving operational problems, design and delivery of tools and platforms.
• Partnering with leaders from across the business to translate the Technology led business objective to Operational led business objectives,
• Leading the collaboration with cross functional teams to ensure data driven decisions are embedded into business process.

Some other highly valued skills may include,

• Operational exposure to specialist services
• Experience in the finance domain, with specific focus on Unsecured and Secured lending
• Technical Knowhow in End to End design covering interaction at the component level via Process / System API
  Technical knowhow in databases (MSSQL)
• Technical knowhow in databases BIG DATA Technologies (AWS, MongoDB, Machine Learning ( SAS, R & Python))
• Analytical knowhow in on Machine learning / AI analytics (Supervised and Unsupervised Learning)
• Demonstrated strong leadership skills through established coaching technique and aware of continuous improvement methodologies.
• Experienced leader with good people understanding through available support framework.
• Strong industry understanding and hold of business processes and operating procedures.
• Understanding of relevant legislation and other regulatory requirements.
• Experience in process design /redesign and associated tools such as LEAN, six sigma.
• Exposure to strategic planning.
• Experience of working in large, complex organisations and across different cultures.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills

This role is based in our Noida office.