Customer Care Leader

Embark on a transformative journey as a Customer Care Leader at Barclays, where you'll play a pivotal role in shaping the future. Support various business areas with day-to-day initiatives including processing, reviewing, reporting, trading, and issue resolution. To thrive in this role, you'll need some previous experience in an IC Role with relevant experience of Lean Six Sigma. You should possess strong Automation Knowledge, including hands-on experience with automation (AI) across the project delivery lifecycle, Risk and control, cost benefit, Python, and business care analysis. Proficiency in Customer and journey mapping, value stream mapping, and managing end-to-end stakeholder engagement is essential. Experience in Technology and Software Delivery is required, with exposure to Automation platforms (e.g., UI path), APIs, Appian, Data management, and digitalization. A solid understanding of Project Management and practical exposure to project execution is also necessary. Your key essential skills relevant for success in this role will be assessed, including risk and controls, business acumen, strategic thinking, digital and technology skills, as well as job-specific technical skills. This role is based out of Pune. **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 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. **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 the 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 that enables focus on building deeper relationships with customers and contribute to the overall success of Barclays. **Assistant Vice President Expectations:** - Advise and influence decision making, contribute to policy development, and take responsibility for operational effectiveness. Collaborate closely with other functions/business divisions. - Lead a team performing complex tasks, using well-developed professional knowledge and skills to deliver work that impacts the entire business function. Set objectives and coach employees in pursuit of those objectives, appraise performance relative to objectives, and determine reward outcomes. - Demonstrate a clear set of leadership behaviors to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviors are: L - Listen and be authentic, E - Energize and inspire, A - Align across the enterprise, D - Develop others. - Engage in complex analysis of data from multiple sources of information, internal and external sources, to solve problems creatively and effectively. - Communicate complex information effectively, influencing or convincing stakeholders to achieve outcomes. All colleagues are expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship and the Barclays Mindset to Empower, Challenge, and Drive.,