Embark on a transformative journey as a Specialist Customer care Support - AVP at Barclays, where you will play a pivotal role to lead and develop a highly engaged team, pioneering an omni channel experience to achieve consistently excellent customer outcomes. You will take ownership of your work, ensuring it aligns with the relevant rules & regulations, and codes of conduct.
You may be assessed on key critical skills relevant for success in role such as:
Strong experience in business management, operations, data analysis, transformation, change management, or process improvement.
Advanced analytical skills with the ability to interpret large data sets, identify trends, and produce meaningful business insights.
Proficiency in tools such as Excel, Power BI, SQL, Tableau, PowerPoint, or similar reporting and analytics platforms.
Strong understanding of operational performance metrics, governance, controls, risk management, and service delivery environments.
Excellent stakeholder management skills with the ability to influence, challenge constructively, and communicate with senior leaders.
Experience in managing transformation initiatives, including requirements gathering, delivery tracking, benefits realisation, and change adoption.
Strong written and verbal communication skills, including the ability to prepare executive-ready updates and presentations.
Ability to work independently, manage competing priorities, and deliver high-quality outputs under tight timelines.
Minimum qualification - bachelor's degree.
You may be assessed on key essential 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 out of Pune.
Purpose of the role
To support the Specialist Customer Care team by providing exceptional customer service while resolving more complex customer needs/requests.
Accountabilities
- Support the provision of customer service through various communication channels including chat, email and phone.
- Support the execution of customer service requirements to resolve more complex customer needs, requests and enquires.
- Collaboration with teams across the bank to align and integrate customer care processes.
- Identification of areas for improvement and providing recommendations for change in customer care processes, by providing feedback and coaching for colleagues on these highlighted areas.
- Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
- Resolution of customer inquiries and issues related to the bank’s products and services, including account balances, transactions and payments.
- Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
- Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness .
Assistant Vice President Expectations
- To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
- Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
- If the position has leadership responsibilities, People 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.
- OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
- 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 – 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.
