Barclays - AVP/VP - Business Process & Systems Management

Main Function of the Job :

- To help achieve WIM India its business objectives by delivering on initiatives to ensure best in class multi-channel client servicing experience.

Main duties & responsibilities :

Customer/Client :

- Identify and implement initiatives to effectively deliver the full proposition of WIM India by appropriate leveraging of technology.

- Identify and implement initiatives to improve and standardise client experience across all client touch-points.

- Continuously assess client service levels based on feedback from various channels of client interactions.

Colleague :

- Work closely with local infrastructure partners and global teams to identify and harness best practices and technology advancements that may be adopted to improve client experience.

Company :

- Respect and help achieve organisation's commitment to Client Confidentiality.

- Support the organisation in ensuring and effective control and governance framework including regulatory obligations.

- Ensure appropriate documentation and maintenance of operating procedures.

- Provide SME and Project Management support for initiatives undertaken

- Assess, analyse and present business cases for identified initiatives proposed to be executed through the digital channel.

- Proactively identify additional areas of positive contribution

Conduct :

- Take into account reputation of Barclays at all times, through positive interactions and following policy and process.

- Sets an example and supports fair and ethical behaviour in all colleagues.

- Make sure colleagues are equipped to be able to protect our reputation at all times.

Citizenship :

- Support citizenship agenda across the firm to contribute positively to the communities we operate in.

- Apply citizenship lens when making business critical decisions.

Risk and Control objective:

- Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Barclays Policies and Standards.

Person requirements : Qualifications/education

Essential experience :

- Extensive experience in launching/managing multi-channel service delivery.

- Expert understanding of security and data confidentiality standards and guidelines.

- Exposure to Business Intelligence Tools and Techniques.

- Proven track record of Project Management and Delivery.

- Ability to effectively communicate and interface with Senior Management personnel

- Practical understanding of relevant regulatory environment

Essential Competencies :

You must be able to demonstrate that you live the Barclays values and behaviours :

i) Respect - Respect and value those you work with and the contribution they make.

ii) Integrity - Act fairly, ethically and openly in everything you do.

iii) Service - Put clients and customers at the centre of everything you do.

iv) Excellence - Use your energy, skills and resources to deliver the best sustainable results.

v) Stewardship - Be passionate about leaving things better than you found them.

Preferred experience:

- Product or Sales or Marketing Management

- Financial services industry knowledge

- Knowledge of emerging technologies and their applications.