Vice President - Customer Care Lead

As a Vice President - Customer Care Lead at Barclays, you will play a crucial role in running an operations unit across cities and sites, ensuring process performance aligns with SLA and targets. Your responsibilities will include driving a culture of continuous improvement, maintaining effective relationships with key stakeholders, and leading large teams across multiple processes. Key Responsibilities: - Lead and develop a highly engaged team to achieve consistently excellent customer outcomes - Create an omni channel experience for customers to enhance customer satisfaction and positively influence NPS - Set active performance management standards, inspire colleagues to achieve goals, and support personal growth - Develop and execute an effective business plan based on market research and insights to drive sustainable revenue growth - Cultivate a resolution culture where leaders and colleagues are customer advocates and empowered to handle customer requests effectively - Ensure operational performance of allocated sites and touchpoints while adhering to operational and risk frameworks - Build deeper relationships with customers and contribute to the overall success of Barclays Qualifications Required: - Familiarity with MS Office and proficient in using various communication channels - Graduation in any discipline, preferably MBA/PGDBM from a reputed institute with relevant experience in leading large teams - Prior experience in Customer Service, preferably in Financial Services BPOs or large BPO setups - Experience in leading lending operations for retail or MSME in banks or fintech - Knowledge of Quality, Lean, Six Sigma methodology and RPA with hands-on experience in leading robotic projects - Flexibility to work in shifts and on Indian holidays Overall, as a Vice President - Customer Care Lead at Barclays, you will be expected to demonstrate leadership, strategic thinking, and technical skills to achieve excellent customer outcomes and drive business performance. As a Vice President - Customer Care Lead at Barclays, you will play a crucial role in running an operations unit across cities and sites, ensuring process performance aligns with SLA and targets. Your responsibilities will include driving a culture of continuous improvement, maintaining effective relationships with key stakeholders, and leading large teams across multiple processes. Key Responsibilities: - Lead and develop a highly engaged team to achieve consistently excellent customer outcomes - Create an omni channel experience for customers to enhance customer satisfaction and positively influence NPS - Set active performance management standards, inspire colleagues to achieve goals, and support personal growth - Develop and execute an effective business plan based on market research and insights to drive sustainable revenue growth - Cultivate a resolution culture where leaders and colleagues are customer advocates and empowered to handle customer requests effectively - Ensure operational performance of allocated sites and touchpoints while adhering to operational and risk frameworks - Build deeper relationships with customers and contribute to the overall success of Barclays Qualifications Required: - Familiarity with MS Office and proficient in using various communication channels - Graduation in any discipline, preferably MBA/PGDBM from a reputed institute with relevant experience in leading large teams - Prior experience in Customer Service, preferably in Financial Services BPOs or large BPO setups - Experience in leading lending operations for retail or MSME in banks or fintech - Knowledge of Quality, Lean, Six Sigma methodology and RPA with hands-on experience in leading robotic projects - Flexibility to work in shifts and on Indian holidays Overall, as a Vice President - Customer Care Lead at Barclays, you will be expected to demonstrate leadership, strategic thinking, and technical skills to achieve excellent customer outcomes and drive business performance.