Customer Care Leader

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 commuteWe are seeking an experienced and dynamic individual to join our team as an Assistant Vice President The ideal candidate will bring a strong background in team leadership from contact center quality control and service management Frauds Risk and Control particularly within KYC domain Experience working in high - growth environments Purpose of the roleTo provide resolutions for customer queries issues and personalise each interaction through the use of multiple communication channels xc3 x82Accountabilities Collaboration across multiple digital channels to personalise each interaction with a customer Enhancing the bank s digital capabilities when current technology is identified as not yet ready to support Provision of exceptional customer service to clients by responding to inquiries resolving issues and handling client requests efficiently Support the collaboration of internal stakeholders including sales operational and risk management teams to meet client needs and expectations so that transactions are executed accurately and on time Support teams within the business operations function as needed including risk management compliance and collections Comply with all regulatory requirements and internal policies related to customer care To provide resolutions for customer queries issues and personalise each interaction through the use of multiple communication channels 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 adjustmentsWe xc3 xa2 xc2 x80 xc2 x99re committed to providing a supportive and inclusive culture and environment for you to work in This environment 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 xc3 xa2 xc2 x80 xc2 x99 and clients xc3 xa2 xc2 x80 xc2 x99 needs Whether you have family commitments or you xc3 xa2 xc2 x80 xc2 x99re a Carer or whether you need study time or wish to pursue personal interests our approach to working flexibly is designed to help you balance your life If you would like some flexibility then please discuss this with the hiring manager Our 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 This is Barclays PuneBarclays Pune is the largest campus outside of Barclays global headquarters in London Our aim is to build game-changing technology that supports businesses and functions across the globe offering the highest quality service to our clients and customers An innovative hubIts a state-of-the-art technology hub and home to 9 000 colleagues across Operations Technology and Functions Working better togetherPune Campus provides opportunities for our colleagues to innovate collaborate and deliver great outcomes for customers and clients 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 An amazing place to workPune is a million-square-foot environment-friendly ultra-modern workplace with excellent facilities for work socialising and leisure Your browser does not support the video tag This is Barclays PuneBarclays Pune is the largest campus outside of Barclays global headquarters in London Our aim is to build game-changing technology that supports businesses and functions across the globe offering the highest quality service to our clients and customers An innovative hubIts a state-of-the-art technology hub and home to 9 000 colleagues across Operations Technology and Functions Working better togetherPune Campus provides opportunities for our colleagues to innovate collaborate and deliver great outcomes for customers and clients 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 An amazing place to workPune is a million-square-foot environment-friendly ultra-modern workplace with excellent facilities for work socialising and leisure 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 What you ll get in returnCompetitive holiday allowanceLife assurancePrivate medical carePension contributionApplication 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 flexiblyWere committed to providing an inclusive culture and environment that recognises and supports ways to balance your personal needs alongside the professionaC8l 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 and clients 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 youd like to request a flexible working arrangement please discuss this with your hiring manager Hybrid working Our approach to hybrid working ensures theres 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 anchor 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 well encourage you to embrace mobility exploring every part of our operations as you build your career