Vice President - Customer Care Lead

As a Vice President - Customer Care Lead at Barclays, you will be responsible for overseeing operations across cities and sites, ensuring process performance meets SLA and targets. Your role will involve driving a culture of continuous improvement, fostering effective relationships with stakeholders, and leading large teams across multiple processes. A successful candidate should have a graduate degree, preferably an MBA/PGDBM, with relevant work experience in senior managerial positions. Experience in Customer Service and leading Financial Services BPOs/Large BPO setup is preferred. Prior experience in leading lending operations for retail or MSME is desirable, along with knowledge of transformation and automation in lending operations. Key responsibilities include providing excellent customer service to enhance customer satisfaction and NPS, maintaining performance management standards, developing effective business plans, conducting market research, and fostering a resolution culture. You will also be accountable for operational performance, creating an empowering environment for colleagues, and contributing to the overall success of Barclays. As a Vice President, you are expected to contribute to strategy, manage resources and policies, deliver continuous improvements, and advise key stakeholders. Leadership responsibilities entail demonstrating clear leadership behaviours, setting technical direction, leading collaborative assignments, coaching less experienced specialists, and managing risks through assessment. You will collaborate with functional leadership teams, demonstrate a comprehensive understanding of organizational functions, and create solutions based on analytical thinking. All colleagues are expected to uphold the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship, as well as embody the Barclays Mindset of Empower, Challenge, and Drive in their behavior.,