Join Barclays as a Resilience Lead- Markets at Barclays where you'll spearhead the evolution of our digital landscape, driving innovation and excellence. You'll harness cutting-edge technology to revolutionise our digital offerings, ensuring unapparelled customer experiences. This role ensures the bank’s resilience by managing risk governance, compliance, and controls. It involves refining governance frameworks and fostering collaboration to meet resilience goals. The ideal candidate combines governance expertise with strong leadership, communication, and analytical skills.
To Be Successful One Should Have Experience With Below
- Experience in risk, governance, and compliance with a focus on policy and standards.
- Strong data management, reporting, and assurance skills.
- Effective leadership and collaboration across teams and stakeholders.
- Analytical mindset with excellent problem-solving abilities.
- Clear and impactful communication and presentation skills.
You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.
This role is based out of Whippany, NJ.
Purpose of the role
To support the Specialist Customer Care team by providing exceptional customer service while resolving more complex customer needs/requests.
Accountabilities
- Support the provision of customer service through various communication channels including chat, email and phone.
- Support the execution of customer service requirements to resolve more complex customer needs, requests and enquires.
- Collaboration with teams across the bank to align and integrate customer care processes.
- Identification of areas for improvement and providing recommendations for change in customer care processes, by providing feedback and coaching for colleagues on these highlighted areas.
- Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
- Resolution of customer inquiries and issues related to the bank’s products and services, including account balances, transactions and payments.
- Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
- Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness .
Vice President Expectations
- 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.
