AVP - Training & Quality

Join us as AVP Training & Quality , where you will play a pivotal role in reviewing end to end process journeys with the aim to recommend strategic and tactical changes to deliver improved end customer experience and enable reduction of Customer complaints.

To be successful as AVP Training & Quality you should have experience with :

• Considerable Experience of working in a Customer Service Environment in a lead role
• High Performance track record throughout career
• Considerable experience working in a global organisation in a supervisory position preferably spanning 3rd party vendor management, and / or technology automation and continuous improvement environment
• Good understanding of Contact Centre processes and systems across the entire Customer lifecycle
• Proven customer service / liaison skills in dealing with clients and customers at all levels including difficult and demanding stakeholders
• Experience of delivering service improvement / automation activities ensuring change can be delivered into service / supply without impacting stability
• The successful candidate should be able to provide sound, pragmatic solutions to stakeholders at all levels within the organisation.
• Able to quickly absorb and assimilate large amounts of technical and business information to identify the most appropriate course of action to ensure consistent quality
• The successful candidate should be willing to take tough decisions and able to challenge conventional thinking
• The successful candidate will have personal resilience to change.
• Able to keep up to date with general technology advances, in order to provide innovative ideas for Service Improvements. Ability to articulate and discuss technology issues with business and technology stakeholders
• Excellent communication and presentation skills, both written and oral.

Desirable Skillsets / Good To Have

You may be assessed on 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 will be based out of Pune.

Purpose of the role

To educate and upskill operational colleagues through training, coaching and knowledge transfer initiatives.

Accountabilities

Assistant Vice President Expectations

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.

Skills Required

Continuous Improvement, Stakeholder Management