Vice President - Customer Care Lead

Step into the role of a Vice President - Customer Care Lead. At Barclays, we're more than a bank we're a force for progress and help craft innovative solutions. You will be running an operations unit within Barclays, across cities and sites, managing process performance in line with agreed SLA and targets. You will be driving a culture of continuous improvement and maintaining effective working relationships with key stakeholders within BGSC and related customer business areas.

To be successful as a Vice President - Customer Care Lead, you should have experience with :

• Familiar with MS Office and able to use the desktop computer, Proficient in using various communications channels. Graduate in any discipline, Preferably a MBA / PGDBM from a reputed institute with relevant years of work experience with a senior managerial level of leading large teams across multiple processes.
• Prior experience in Customer Service preferred. Experience with leading Financial Services BPOs / Large BPO setup is desirable. Excellent track record during past work experience; Stability in previous roles.
• Prior experience of leading lending operations for retail or MSME either in banks or fintech (digital lending).
• Experience of running transformation and automation on lending operations will be added advantage.
• Should be flexible for any shifts and work on Indian holidays.

Some Other 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.

This role is based in our Chennai office.

Purpose of the role

To lead and develop a highly engaged team, pioneering an omni channel experience to achieve consistently excellent customer outcomes. Build and maintain your team's capability to deliver excellent customer outcomes through identifying, understanding, and meeting customer needs both internally and externally, using available tools and enablers to grow business performance.

Accountabilities

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

Customer Service, Market Research, Rpa, Ms Office