Client Service Senior Operations Lead

Join us as Client Service Senior Operations Lead at Barclays, where you'll manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators. Collaborate with internal stakeholders (including business leaders, project managers, and SMEs) and external stakeholders (including vendors and service providers) to support business operations and promote alignment with the bank's objectives and SLAs. You will spearhead the evolution of our digital landscape, driving innovation and excellence, harnessing cutting-edge technology to revolutionise our digital offerings and ensuring unparalleled customer experiences.

To be successful as a Client Service Senior Operations Lead you should have experience with:

• Operational Management (minimum AVP level).
• Scale leadership.
• Client facing experience.
• Stakeholder management and communication.
• File gateway & Specialist Product Channel & Product knowledge.
• Managing change.

This role will be based in Radbroke, Knutsford.

Purpose of the role

To manage operations within a business area and maintain processes, risk management initiatives, and compliance with relevant regulators.

Accountabilities

• Identification of trends and opportunities to improve areas and develop new processes and procedures through the monitoring and analysis of operation data and performance metrics.
• Management of operations for a business area and promote efficient processes, risk management, and compliance initiatives to support the bank's operations.
• Collaboration with internal stakeholders (including business leaders, project managers, and SMEs) and external stakeholders (including vendors and service providers) to support business operations and promote alignment with the bank's objectives and SLAs.
• Management of operational professionals and provide guidance, coaching, and support to improve colleagues' delivery quality.
• Management and development of KPIs to measure the effectiveness of operation functions, utilising data and technology to support the identification of areas that require improvement.
• Compliance with all regulatory requirements and internal policies related to customer experience.
• Creation of a safe environment for colleagues to speak up, actively and regularly encourage and solicit feedback to ensure the people agenda remains focused on the right areas.
• Management of attrition by working closely with HR in implementing retention initiatives for the workforce.

Vice President Expectations

• Contribute or set strategy, drive requirements, and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/processes; deliver continuous improvements and escalate breaches of policies/procedures.
• If managing a team, define jobs and responsibilities, plan for the department’s future needs and operations, counsel employees on performance, and contribute to employee pay decisions/changes.
• If the position has leadership responsibilities, 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.
• For individual contributors, be a subject matter expert within own discipline and guide technical direction. Lead collaborative, multi-year assignments and guide team members through structured assignments.
• 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 a comprehensive understanding of the organisational 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 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.
• Seek out, build, and maintain trusting relationships and partnerships with internal and external stakeholders 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.