Client Enablement Leader

Join us at Barclays as a Client Enablement Leader, in this role you will support strategy design and delivery driving transformation in ways of working that deliver significant commercial, client experience and control benefits. You will lead and develop highly engaged teams working in collaboration with business wide partners to deliver consistently excellent customer outcomes. Developing and maintaining effective Stakeholder relationships will be pivotal to your success in the role.

To be successful as a Client Enablement Leader, you should have experience with:

Contact Centre leadership with experience of leading teams and individuals through change and challenging situations whilst delivering key performance objectives.

Proven ability to design and execute on contact centre strategy driving transformation and achieving consistently excellent standards.

Building strong and trusted Senior Stakeholder relationships with experience of leveraging enterprise-wide leadership to drive strategic priorities of the group.

Some other highly valued skills may include:

Dynamic people leader with proven ability to develop talent and create a culture where change should not be feared.

Experience of Agile ways of working and driving innovative thinking.

Knowledge of industry benchmarking, trends (current and future) and technology of the future for contact centres.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, leadership, change and transformation, business acumen, strategic thinking, digital/technology, as well as job-specific technical skills.

This role is based in Glasgow.

Purpose of the role

To lead and develop a highly engaged team, pioneering an omni channel experience to achieve consistently excellent customer outcomes. Build and maintain your teams 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.

Accountabilities

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.

Vice President Expectations

To 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, they define jobs and responsibilities, planning for the departments future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements..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 be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..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 comprehensive understanding of the organisation 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 the business 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.Adopt and include the outcomes of extensive research in problem solving processes.Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order 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.