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 wexc3xa2xc2x80xc2x99re 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 youxc3xa2xc2x80xc2x99ll have the support and opportunities to thrive See your commuteEmbark on a transformative journey as Customer Care Leader at Barclays where you ll play a pivotal role in shaping the future xc3x82 To thrive in this role youxc3xa2xc2x80xc2x99ll need some previous experience in Strong expertise in Payments particularly in manual payment processes and a deep understanding of payment flows Ideal candidate should also have extensive experience in risk and control including knowledge of current controls risk identification and control implementation within compliance and account maintenance Good experience of team management overseeing a team of 40 xc3xa2xc2x80xc2x93 45 members You may be assessed on key essential skills relevant for success in role such as risk and controls business acumen strategic thinking and digital and technology as well as job-specific technical skills This role is based out of ChennaiPurpose 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 teamxc3xa2xc2x80xc2x99s 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 xc3x82Accountabilities 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 xc3xa2xc2x80xc2x93 our moral compass helping us do what we believe is right They will also be expected to demonstrate the Barclays Mindset xc3xa2xc2x80xc2x93 to Empower Challenge and Drive xc3xa2xc2x80xc2x93 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 purposeWexc3xa2xc2x80xc2x99re 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 wexc3xa2xc2x80xc2x99ve 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 ChennaiBarclays Chennai is one of our key strategic locations Its home to over 5 000 talented and passionate Barclays colleagues across Finance HR operational and technology functions ensuring the banks technology and infrastructure runs smoothly A workplace of the futureOur Chennai office is well-equipped with innovative technology Its designed to be a vibrant and unique working environment for all Your wellbeingWeve an onsite medical clinic staffed by healthcare professionals Our campus also features wellness rooms for relaxation and meditation Your commuteBased at the DLF Cybercity Chennai estate you can get a shuttle bus for easy commuting We also provide child care services More than just a workplaceOur office is close to a variety of great places to eat socialise shop and be entertained Everything you need within easy reach Your browser does not support the video tag This is Barclays ChennaiBarclays Chennai is one of our key strategic locations Its home to over 5 000 talented and passionate Barclays colleagues across Finance HR operational and technology functions ensuring the banks technology and infrastructure runs smoothly A workplace of the futureOur Chennai office is well-equipped with innovative technology Its designed to be a vibrant and unique working environment for all Your wellbeingWeve an onsite medical clinic staffed by healthcare professionals Our campus also features wellness rooms for relaxation and meditation Your commuteBased at the DLF Cybercity Chennai estate you can get a shuttle bus for easy commuting We also provide child care services More than just a workplaceOur office is close to a variety of great places to eat socialise shop and be entertained Everything you need within easy reach 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 applicationWexc3xa2xc2x80xc2x99ll 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 stepWexc3xa2xc2x80xc2x99ll request additional information so that you can complete our screening process 4Working flexiblyWere committed to providing a supportive and inclusive culture and environment for you to work in This environment recognises and supports your personal needs alongside the professional needs of our business If you d like to explore flexible working arrangements please discuss this with the hiring manager Your request will be reviewed in-line with the requirements of the role business needs of the team Hybrid workingWe have a structured approach to hybrid working where colleagues work at an onsite location on fixed xe2x80x98anchor days as set by the business area Please discuss the working pattern requirements for the role you are applying for with the hiring manager Please note that working arrangements may be subject to change on reasonable notice to ensure we meet 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 Related contentRelated 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