At Barclays, we don t just adapt to the future we create it. Embark on a transformative journey as a VP - Colleague Support Experience SS&T Lead, where you ll play a pivotal role in shaping the future of Colleague Support Team. Embedded within Colleague Support is the Service Strategy and Transformation team (SS&T), we partner with Service Delivery Leads to maintain / sustain, transition and transform the Colleague Support service offerings for the business and colleagues . As Colleague Support Experience SS&T Lead , you ll play a pivotal role in shaping the next step in the HR journey , driving a fundamental shift in the way that colleagues interact with HR , through automatin g , streamlining and simplifying. Focusing on colleague needs to improv e the colleague journey ; you ll partner with Colleague Support Service Delivery Leads to identify opportunities to driver greater embed ServiceNow capabilities .
Your Key Accountabilities:
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Partner with Change Delivery Leads, Journey Owners and Scrum Masters to drive the rollout of ServiceNow features such as Predictive Intelligence, GenAI -powered search, and Journey Designer, in an agile approach.
To be successful as a VP - Colleague Support Experience SS&T Lead , you should have experience with:
Some of Highly Valued Skills may include:
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.
The location of the role is Chennai , IN
Purpose of the role
To focus on understanding client needs, improving the client journey, developing client-centric products and services, and driving client satisfaction
Accountabilities
- Execution of research to understand client needs, preferences, and pain points related to banking products and services.
- Applying a holistic end to end lens to a client journey for identification of areas for improvement and enhancement of the overall client experience.
- Collaboration with cross-functional teams, including UX/UI designers and departments such as marketing, operations and technology, to seamlessly enhance the client experience and evolve the banks products and services utilising customer insights.
- Collection and analysis of data obtained through various channels such as surveys, focus groups, and client support interactions, and evaluate the effectiveness of client experience initiatives to support the identify areas for improvement in customer experience.
- Development and implementation of client-centric strategies, initiatives and metrics that enhance the overall clientr experience, drive loyalty and track improvements overtime .
- Analysis of the competitive landscape to identify industry trends and best practices in customer experience and incorporate them into the banks product offerings.
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.
