Job Title: AVP - Corporate Client Servicing
Location: Chennai

About Barclays
Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.

Risk and Control Objective
Take ownership for managing risk and strengthening controls in relation to the work you do.

Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life.  If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs

Hybrid Working 
Structured hybrid role:    
At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home.  We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

Introduction 
To manage, coach and lead a team of leaders, who have teams provide process fulfilment to the banks most valuable corporate clients across a range of banking products.

To provide support to the wider team  by acting as a key referral point for queries, escalations, complaints and high-risk matrix checks – taking full accountability for making informed decisions that impact the processing of client requests.

Responsible for achieving demanding service levels within a busy environment, and managing all workflow – ensuring all email and queue work is managed within agreed SLA’s to ensure our clients receive the best service possible to ensure we become the “go-to” bank.

What will you be doing?
People Management 
Continually lead, coach and motivate team members in all aspects of their role. Use Performance Management to effectively agree and monitor team/individual targets on a regular basis. Conduct 1-2-1’s and performance reviews to encourage, recognise and reward individuals.

Assist development of team members training plans to ensure training, coaching and development occurs so team members have skills and knowledge required to carry out their roles effectively. Brief and de-brief team members before and after training courses. Set stretched targets for high performers and develop and support them to be the best they can be in role.

Drive a high level service offering for Barclays most valuable corporate clients, ensuring all team members deliver the highest service standards at all times through regular monitoring and feedback.

Implement Performance Improvement Plans where team members performance is below the desired standard and own and manage through consequence management (DC&G). Resolve conflicts and grievances should they arise in the team.

Ensure all aspects of governance, risk and compliance are adopted both personally and by team members.

Operationally Fit to Service 

Own the delivery of competition beating service to win business for Corporate Bank. Manage the end-to-end process for any new high value on-boarding requests – engaging with stakeholders throughout to ensure the client on-boarding experience is seamless and positive. Manage conflict and negotiate (either verbally or written) with stakeholders where on-boarding requests are out of scope, ensuring the most appropriate outcome is achieved for both the bank and the client.

Responsible for achieving demanding service levels within a busy contact centre environment. Identifying and acting immediately upon any failings or pressures within the team and implement corrective action to ensure service levels are achieved. Negotiate with other business leaders to call upon additional resources when service levels are under pressure, and provide written updates on service level failings for the Senior Leadership Management Information Pack. 

Perform complex analysis and monitoring of KPI’s. Responsible for tracking trends and movement in performance (increase/decrease) and required to provide detailed findings to Senior Management, along with a corrective plan of action where targets have not been met.

Host high profile face-to-face visits with senior leaders, stakeholders and clients. The ability to communicate verbally at all levels and a comprehensive knowledge of the high value proposition and supported products is essential to portray the highest impression of the team and the bank.

Have active input toward RCA’s, audits (internal and external), Rigour and product service reviews. Attend regular meetings – either face-to-face or conference calls – and make decisions on behalf of the business area, taking full accountability throughout. A comprehensive knowledge of risk and control is required in order to challenge, and be prepared for challenge, when findings/results are invalid/ineffective.

Manage incidents and service downtime when they occur – collating MI on client impact and provide updates to/from Incident Management. Compose and distribute incident notifications to clients, ensuring the comms is clear and concise and timely updates provided. Use initiative to recommend workarounds for the client/business when BAU is impacted.

Promote “Your View” (employee opinion survey) across the business area and encourage participation and completion. Proactively analyse results to maintain areas of excellence and take action to enhance areas for improvement.

Compose and deliver staff cascades to deliver updates on business goals and share key achievements to ensure consistent communication across the business area. Active participation in presenting Values Recognition within business area.

Analyse monthly queue volumes and perform analysis of the top volume clients to identify patterns and trends. Recommend and implement process/service enhancements or arrange client education to reduce volumes.

Active and open communication with other business areas within Barclays and external parties to build and strengthen relationships between business areas. Use influence and negotiation to address performance issues/service failing, and use initiative to provide high speed resolution of queries engaging various internal and outsourced areas.

Review client satisfaction survey feedback and analyse data to identify areas for improvement and take ownership to respond directly to clients where servicing concerns are raised. Recommend and implement changes based on client feedback that enhance the service offering.

Control team workflow, monitoring volumes in order to meet demanding team targets, deadlines and SLA’s. Identify and implement corrective action where service standard fall short.

Own any service complaints, ensuring correct procedure has been followed and put in to affect any procedures that may need to be adopted to prevent recurrence.

Support and organise testing of products and version enhancements.

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. Where service risks are identified, undertake a review and adopt procedures to remedy to prevent recurrence.

What we’re looking for:
•    Comprehensive knowledge and experience of people management with excellent communication skills – including both spoken and written.
•    Extensive customer service excellence skills. ability to interact with customers/colleagues at all levels.
•    Ability to work under pressure as part of a team and on own. Use of initiative to make confident decisions that impact the business and/or our clients.
•    Receptive to and supportive of change, excellent organisational and planning skills, excellent interpersonal and influencing skills.

•    Any Graduate degree. 

Skills that will help you in the role:
•    Experience working within a contact centre environment.

•    MBA would be preferred.

•    An understanding of the Data Protection Act, and a good understanding of Operational Rigour and Health and Safety, FCA, and Complaints procedure.
•    Knowledge of internal Barclays systems – e.g. Salesforce, AWS, and processing cycles.
•    Knowledge of electronic banking and cash management products supported in role and MS products - including Word, Excel and PowerPoint.

Where will you be working?
Chennai

Be More at Barclays
At Barclays, each day is about being more – as a professional, and as a person. ‘Be More @ Barclays’ represents our core promise to all current and future employees. It’s the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are.
Interested and want to know more about Barclays? Visit home.barclays/who-we-are/ for more details.
Purpose, Values and Mindset 
We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.
Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.
Respect
We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution.
Integrity
We operate with honesty, transparency and fairness in all we do.
Service
We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.
Excellence
We champion innovation, and use our energy, expertise and resources to make a positive difference.
Stewardship
We prize sustainability, and are passionate about leaving things better than we found them.

Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.
Empower
Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure.
Challenge
Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.
Drive
Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.