Join us as COO AVP - PB India where you will be responsible for tracking and managing delivery of strategic initiatives in collaboration with Product, Technology, Operations and other Control functions and deliver front to back service, solutions and support across the client lifecycle.
To Be Successful In This Role, You Should
- Demonstrate strong program management and business analysis expertise.
- Possess exceptional stakeholder management skills across diverse internal and external teams.
- Bring the ability to drive complex process changes and improvement programs within tight deadlines.
- Exhibit a hands-on approach toward issue resolution and risk management while maintaining compliance with enterprise-wide frameworks.
Key Accountabilities
- Platform Program Management and Oversight
- Provide specialist guidance to the programmes / projects concerning the platform and systems particularly in programme definition, requirements analysis, business and technical design, and change control activities.
- Ensure absolute clarity on the full range of stakeholders impacted by the programme, and the level of involvement/ buy-in, and communications needed.
- Understand the expectations of all stakeholder groups and individuals and put measures in place to monitor against stakeholder expectations and formally review these with stakeholders to ensure their requirements are met.
- Identify and manage all programme issues and risks including their appropriate escalation and contingency management. Implement robust change control mechanisms, and ensure these are understood by everyone associated with the programmes.
- Client Lifecycle Delivery
- Support Front Office (FO) team with sales and relationship management and drive new initiatives and process changes (arising from regulations or otherwise) for Front Office (FO) that have direct/indirect impact on clients
- Initiate, lead, and/or participate in change initiatives and process improvements (with a view towards reducing complexity and improving the client experience), including business requirement specifications.
- Managing the Fin Crime Change agenda Coordinating with global project teams on MLRM and AML policy changes, coordination with local technology partners for appropriate changes required on PB India systems (Trackwizz, MILES), facilitating closure of pending AML Policy actions etc.
- Contributing to on-boarding improvement and other PB programs Managing On-boarding Business Partner model implementation for India, End to end on-boarding cycle time improvement, SLA definition, Right First Time (RFT) improvement, Front Office clinics for finding and driving efficiencies in key processes etc.
- Address process gaps/issues (whether or not raised by FO) via process re-engineering or automation and also share best practices across locations.
- Manage change initiatives pertaining to client reporting systems both paper based and digital and drive efficiencies basis branch feedback
- Drive improvement, consistency, scale & efficiencies across the client lifecycle / processes
- Implement / Support implementation of enhanced value propositions/products to drive better Client Experience and support Business Growth.
- Banking & Payments
- The role holder will be responsible for managing flawless delivery into the Private Bank India business with specific accountability for banking, payments, and credit related change backlog and prioritisation, requirements definition, business socialisation and sign off, end to end data integrity and quality, user testing, training and launch activities pertaining to Banking and Payments.
- Through the platform changes the role holder will directly contribute to the client experience, Banker efficiency, new Product launches, Product team efficiency and managing/reducing regulatory/process risk. Role holder will work closely with the respective FO teams, Investments product desks and all other functional partners in conceptualizing and executing key process redesigns, improvements and automation projects due to changes in the regulatory or market environment and/or as voluntary efficiency and client experience enhancement agenda.
- The role holder will support in ensuring that Banking and Payments products comply with Group-wide standards including Security and Fraud (including Trusted Banker Review), Legal, Design, Marketing, Conduct Risk, Financial Crime, Data Privacy, Operational Risk, Business Assurance, Compliance, Information Risk and Business Continuity requirements.
- Business Support
- Along with Business Risk and CCO teams, provide guidance and support to front office on procedures/issues.
- Front Office Procedures Management Managing the front office procedure documents, keeping them up to date amidst BAU process changes, evaluating strategic alternatives for the manuals, i.e. storing client journeys on the intranet for information along with supporting documentation
- Complaints Management Ownership of complaints policy for PB India which includes complaint logging, escalations and coordination with Bankers & PBEs, coordination with global QA teams, etc.
- Digital Own and drive registration handholding for clients, testing of new features and changes prior to rollout etc.
- Client advocacy support facilitation of the annual client survey for India, coordination with Bankers /PBEs and senior management.
- Coordinating with Legal & Compliance for non-product related client facing documentation and communication.
- Intranet Content Management on processes and documentation related to Front office - Managing the PB India share point site, frequent updates, and campaigns.
- Management of client facing collateral maintenance of account opening forms and agreements with respect to changes, version management, vendor coordination, inventory management etc.
Stakeholder Management and Leadership
The role holder must have the ability to work effectively with Barclays internal and external stakeholders such as top management, legal, compliance and technology at all levels. He/she must also understand the expectations of all stakeholder groups and individuals and put measures in place to monitor against stakeholder expectations and formally review these with stakeholders to ensure their requirements are met.Decision-making and Problem Solving
