Head of Lending Centre of Excellence Job at Barclays (Knutsford)

Job Description

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.

Job Responsibility

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
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

Requirements

Leads large scale transformation with confidence, communicating the “why” and bringing people with them through ambiguity, resistance, and organisational complexity
Identifies opportunities to modernise processes, adopt new technologies, and redesign services to improve customer and colleague experience
Able to define a compelling future state for the business unit and translate it into clear strategic priorities
Manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators
Identification of trends and opportunities to improve areas and develop new process and procedures through the monitoring and analysis of operation data and performance metrices
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 manager 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 people agenda remains focused on the right areas
Management of attrition by working closely with HR in implementing retention initiatives for work force
To manage a business function, providing significant input to function wide strategic initiatives
Contribute to and influence policy and procedures for the function and plan, manage and consult on multiple complex and critical strategic projects, which may be business wide
They manage the direction of a large team or sub-function, leading other people managers and embedding a performance culture aligned to the values of the business
Or for an individual contributor, they lead organisation wide projects and act as deep technical expert and thought leader, identifying new ways of working and collaborating cross functionally
They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions
Provide expert advice to senior functional management and committees to influence decisions made outside of own function, offering significant input to function wide strategic initiatives
Manage, coordinate and enable resourcing, budgeting and policy creation for a significant sub-function
Escalates breaches of policies / procedure appropriately
Foster and guide compliance, ensure regulations are observed that relevant processes in place to facilitate adherence
Focus on the external environment, regulators, or advocacy groups to both monitor and influence on behalf of Barclays, when appropriate
Demonstrate extensive knowledge of how the function integrates with the business division / Group to achieve the overall business objectives
Maintain broad and comprehensive knowledge of industry theories and practices within own discipline alongside up-to-date relevant sector / functional knowledge, and insight into external market developments / initiatives
Use interpretative thinking and advanced analytical skills to solve problems and design solutions in often complex/ sensitive situations
Exercise management authority to make significant decisions and certain strategic decisions or recommendations within own area
Negotiate with and influence stakeholders at a senior level both internally and externally
Act as principal contact point for key clients and counterparts in other functions/ businesses divisions
Mandated as a spokesperson for the function and business division
All Senior 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
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

What we offer

Hybrid working
Structured approach to hybrid working with fixed, ‘anchor’, days onsite
Supportive and inclusive culture and environment
Opportunities to socialise, pursue personal interests, onsite gym, clubs and groups
Immersive events (firework displays, gigs, diverse celebrations, art & crafts sessions)
Shuttle bus from local bus, tram, and train stations on weekdays

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Head of Lending Centre of Excellence

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