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Finance Lead - Customer Care

Knutsford, United Kingdom

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Date live: 10/06/2025

Business Area: Customer Digital and Data

Area of Expertise: Change

Contract: Permanent

Reference Code: JR-0000052396

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Barclays Change

Change leads and oversees transformational change initiatives at Barclays. Your role will involve managing projects and programs that drive strategic improvements and ensure successful implementation of change across the organization.

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Join us as a Finance Lead for the Customer Care technology business area within Barclays. This role forms part of a portfolio management team that oversees all of the strategic investment for Customer Care which is a 70m+ budget spanning a large number of projects & business outcomes. You will be responsible for the oversight of all of the Customer Care financials and month-end processes, defining and adopting best practice financial forecasting and tracking of spend across the outcomes, working alongside our Project Management Office (PMO) and Portfolio Management (PM) community. You will need strong knowledge of financial accounting principles and an ability to extract/analyse data from tools such as SAP and Navigator will be required. You will demonstrate best in class financial management processes and lead on the affordability/cost control position for Customer Care technology.  While also taking lead on the completion of capitalisation assessments and approvals with Finance and managing the Customer Care Lab’s risks and opportunities position, recommending self-solving approaching to resolving and highlighting where support to resolve cost challenges require intervention from the Senior Leadership team. Strong level of negotiating and agreeing cost movements as well as processing accruals and journals, raising purchase orders will be required.

Some essential skills you will need to be successful in the role of a Finance Lead -Customer Care are:

  • Analytical skills – excellent analytical and problem-solving abilities to interpret financial data and trends.
  • Strong understanding of financial accounting principles.
  • Effective communication skills for presenting financial information and collaborating with stakeholders; Advanced skills in MS Excel.

Some other highly valued skills are:

  • Experience of using SAP.
  • Preparing and presenting financial reports – experience in compiling accurate financial reporting for decision making; Change delivery knowledge/experience /methodologies.

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 is based in Knutsford.

Purpose of the role

To support the portfolio management team in the delivery of successful projects, while ensuring that portfolio management processes and practices are aligned with controls and governance standards and that projects are aligned with the organization's strategic objectives. 

Accountabilities

  • Facilitate portfolio prioritisation, ensuring the portfolio is compliant with the established control framework, including oversight of controls and standards.
  • Support the effective governance of the portfolio, helping establish and operate effective Portfolio Governance that enables quality, data driven decision making, ensuring executive reporting is fit for purpose and timely.
  • Monitor portfolio performance, including tracking of programme and project progress, identification of thematic portfolio risks and issues, and reporting on portfolio status to senior management and key stakeholders.
  • Facilitate the management of the portfolio Book of Work, prioritisation and dependencies of change initiatives, considering factors like resource availability, stakeholder buy-in, and potential risks.
  • Oversight of change delivery to ensure alignment with relevant policies and standards, driving consistent, robust controls data; monitoring indicators of control adherence, acting to remediate any weaknesses in the controls; and identifying and implementing actions to drive greater maturity against key control indicators.
  • Review, resolve, manage and escalate portfolio risks and issues, challenging where appropriate and actively supporting the resolution of variances as necessary.
  • Engage and influence all stakeholders to help them to understand their responsibilities and fulfil them effectively through clear, timely communication and well facilitated portfolio management processes.
  • Support an environment of effective delivery by empowering portfolio management resources, utilising data led thinking to inform decisions, leverage expertise, and drive accountability and transparency.
  • Operate as a source of best practice guidance and expertise, to ensure consistent excellence around controls, and  governance (including training) is embedded across the portfolio.

Assistant Vice President Expectations

  • To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
  • Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
  • 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 lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
  • Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
  • Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
  • Take ownership for managing risk and strengthening controls in relation to the work done.
  • Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
  • Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
  • Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
  • Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
  • Influence or convince stakeholders to achieve outcomes.

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.

Barclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please review Adjustments to the recruitment process.

We’re a global, vital and highly respected financial organisation with an inspiring Purpose. Operating in 39 countries and employing around 100,000 people across the world, we help communities, individuals and businesses thrive. And we’ve created financial solutions and technology that the world now takes for granted. A career with us can offer incredible variety, depth and breadth of experience, and the chance to learn from some of the best minds in technology and finance.

To find out more about Barclays' strategy please click here.

We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Barclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.

This is Barclays Manchester

Barclays Knutsford is a world-class campus in the heart of the Cheshire countryside, and at the centre of our global operations. The place where it all happens. The place where we deliver the technology, security and customer care that our personal and corporate banking customers rely on 24/7/365.

Our redeveloped campus offers state-of-the art, collaborative workspaces set within 64 acres of lush gardens and surrounded by wildlife.

To ensure our campus is accessible to everyone, we offer a shuttle bus from the local bus, tram, and train stations on weekdays.

There are endless opportunities to socialise, pursue personal interests, visit the onsite gym, or join one of our many clubs and groups.

We run amazing experiences, from firework displays to gigs, diverse celebrations and art & crafts sessions. There’s something for you.

This is Barclays Manchester

Barclays Knutsford is a world-class campus in the heart of the Cheshire countryside, and at the centre of our global operations. The place where it all happens. The place where we deliver the technology, security and customer care that our personal and corporate banking customers rely on 24/7/365.

A workplace like no other

Our redeveloped campus offers state-of-the art, collaborative workspaces set within 64 acres of lush gardens and surrounded by wildlife.

Your commute

To ensure our campus is accessible to everyone, we offer a shuttle bus from the local bus, tram, and train stations on weekdays.

Much more than work

There are endless opportunities to socialise, pursue personal interests, visit the onsite gym, or join one of our many clubs and groups.

Immersive events

We run amazing experiences, from firework displays to gigs, diverse celebrations and art & crafts sessions. There’s something for you.

Multicultural ERGs at Barclays

Be you. Be valued. Belong.

We celebrate the unique perspectives and experiences each individual brings, believing our differences make us stronger and drive success.

You can learn more about our commitment to our colleague on our Inclusion and Opportunities page.

Learn more

Application Process

Your application

We’ll ask for information about you, your CV and cover letter.

1

Your assessment

Covering your behaviours and ability at work.

2

Your interview

Exploring your past experiences and skills.

3

Next step

We’ll request additional information so that you can complete our screening process

4
How to ApplyRead our FAQ's
Barclays

Working flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports your personal needs, alongside the professional needs of our business. If you'd like to explore flexible working arrangements, please discuss this with the hiring manager. Your request will be reviewed in-line with the requirements of the role/business needs of the team.

Hybrid working

We have a structured approach to hybrid working, where colleagues work at an onsite location on fixed, ‘anchor’, days, as set by the business area. Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

Barclays is built on an international scale.

Our geographic reach, our wide variety of functions, businesses, roles and locations reflect the rich diversity of our worldwide customer base. All of which means we offer incredible variety, depth and breadth of experience.
And the chance to learn from a globally diverse mix of colleagues, including some of the very best minds in banking, finance, technology and business. Throughout, we’ll encourage you to embrace mobility, exploring every part of our operations as you build your career.

Find more information

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Multicultural ERGs at Barclays

Be you. Be valued. Belong.

We celebrate the unique perspectives and experiences each individual brings, believing our differences make us stronger and drive success.

You can learn more about our commitment to our colleague on our Inclusion and Opportunities page.

Learn more