Vice President- Training & Quality

As the Vice President- Training & Quality at Barclays, you will play a crucial role in providing customer insights, analyzing complaints, identifying root cause analysis, and collaborating with business teams to resolve gaps. Your efforts will lead to a rationalization in contacts to the bank, embedding changes, and closing the loop on customer feedback. Additionally, you will be instrumental in driving process improvements and identifying automation opportunities for continuous enhancement. To excel in this role, you should possess experience in working within a Customer Experience, Training & Quality environment in a leadership capacity. Managing larger spans and having strong stakeholder management skills are key requirements. Other valued skills include conceptual thinking, people management, motivation, and a track record of achieving results through team management in operational/training/quality areas. Furthermore, excellent storytelling skills based on analytical research are highly desirable. Your performance may be evaluated based on critical skills such as risk and controls, change management, strategic thinking, digital and technology proficiency, and job-specific technical skills. The primary purpose of this role is to support the Specialist Customer Care team in delivering exceptional customer service while addressing more complex customer needs and requests. Your responsibilities will involve providing customer service through various communication channels like chat, email, and phone, executing customer service requirements for resolving complex customer needs, and collaborating with different bank teams to streamline customer care processes. You will also be responsible for identifying areas for improvement, developing and implementing customer care procedures, and generating reports and presentations on customer care performance. As a Vice President, you are expected to contribute to setting strategy, driving recommendations for change, planning resources and budgets, managing policies and processes, delivering continuous improvements, and escalating policy breaches. If you have leadership responsibilities, you should demonstrate leadership behaviours under the LEAD framework Listen and be authentic, Energise and inspire, Align across the enterprise, and Develop others. For individual contributors, being a subject matter expert within your discipline, guiding technical direction, leading collaborative assignments, and training less experienced specialists are key expectations. Furthermore, you will advise key stakeholders, manage and mitigate risks, demonstrate accountability for strengthening controls, showcase a comprehensive understanding of organizational functions, collaborate with other areas of work, create solutions based on analytical thought, and build trusting relationships with stakeholders. Demonstrating Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship, along with the Barclays Mindset of Empower, Challenge, and Drive, will be essential for all colleagues within the organization.,