Date live: 05/28/2025 Business Area: In Business BSS Area of Expertise: Banking Operations Contract: Permanent Reference Code: JR-0000052508 Put yourself at the heart of the Barclays. A career in banking operations puts you at the very centre of our business strategy. By putting customers at the heart of everything we do, we’re putting our whole business behind our Customer facing teams. As the face of our brand, especially in an increasingly digital world, you'll play a vital role in our customers' financial lives. Here, your voice is heard, and you’ll have the support and opportunities to thrive. See your commute Step into the role of a Vice President Operations. At Barclays, we’re more than a bank we’re a force for progress and help craft innovative solutions. You will be running an operations unit within Barclays, across cities and sites, managing process performance in line with agreed SLA and targets. You will be driving a culture of continuous improvement and maintaining effective working relationships with key stakeholders within BGSC and related customer business areas. To be successful as a Vice President Operations, you should have experience with: Graduate in any discipline, preferably an MBA/ PGDBM from a reputed institute. 13–18 years of work experience with at least 3 years at a senior managerial level of leading large/complex teams across multiple processes. Experience with leading Financial Services BPOs/Large BPO setup is desirable. Excellent track record during past work experience; stability in previous roles. Prior experience in Customer Service preferred. Candidate must have good knowledge of financial services /Banking / service industry and have fungible skills that cut across complex work and Specialist Servicing. Excellent communication skills that cut across stakeholders and both junior and senior audiences. Should have experience and led different channels - back office, chat and voice operations. Experience of running transformation and automation on banking operations will be added advantage. Experience in process design/redesign and associated tools such as LEAN, six-sigma. Exposure to strategic planning and Transitions. Should be flexible for any shifts and work on Indian holidays. Some other highly valued skills may include: Knowledge about RPA and hands on experience on leading robotic projects. Understanding of relevant legislation and other regulatory requirements. Strong industry understanding and hold of business processes and operating procedures. Familiarity with UK Retail Banking Operations and aligned functions under its remit. You may be assessed on the 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 in our Noida office. 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 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 department’s 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. (Opens in new tab or window) (Opens in new tab or window) (Opens in new tab or window) Reasonable adjustment Our purpose Equal opportunities Right to work statement Learn more about Barclays locations Across our campuses, we offer modern workspaces, collaborative areas, and state-of-the-art meeting rooms. Facilities include wellness rooms, on-site cafeterias, fitness centers, and tech-equipped workstations. Designed for innovation and comfort, they support a dynamic and productive work environment. Health and wellness A place where you can belong Collaborative Areas More than work Be you. Be valued. Belong. We celebrate the unique perspectives and experiences each individual brings, believing our differences make us stronger and drive success. You can learn more about our commitment to our colleague on our Inclusion and Opportunities page. Learn more Application Process Your application We’ll ask for information about you, your CV and cover letter. 1 Your assessment Covering your behaviours and ability at work. 2 Your interview Exploring your past experiences and skills. 3 Next step We’ll request additional information so that you can complete our screening process 4 Working flexibly We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports your personal needs, alongside the professional needs of our business. If you'd like to explore flexible working arrangements, please discuss this with the hiring manager. Your request will be reviewed in-line with the requirements of the role/business needs of the team. Hybrid working We have a structured approach to hybrid working, where colleagues work at an onsite location on fixed, ‘anchor’, days, as set by the business area. Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business. Barclays is built on an international scale. Our geographic reach, our wide variety of functions, businesses, roles and locations reflect the rich diversity of our worldwide customer base. All of which means we offer incredible variety, depth and breadth of experience. And the chance to learn from a globally diverse mix of colleagues, including some of the very best minds in banking, finance, technology and business. Throughout, we’ll encourage you to embrace mobility, exploring every part of our operations as you build your career.
