17/06/2025
Business Area:
Private Bank Processing
Area of Expertise:
Banking Operations
Contract:
Permanent
Reference Code:
JR-0000054152
Put yourself at the heart of the Barclays. A career in banking operations puts you at the very centre of our business strategy. By putting customers at the heart of everything we do, we’re putting our whole business behind our Customer facing teams. As the face of our brand, especially in an increasingly digital world, you'll play a vital role in our customers' financial lives. Here, your voice is heard, and you’ll have the support and opportunities to thrive.
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Join us at Barclays as a Client Enablement Leader, in this role you will support strategy design and delivery driving transformation in ways of working that deliver significant commercial, client experience and control benefits. You will lead and develop highly engaged teams working in collaboration with business wide partners to deliver consistently excellent customer outcomes. Developing and maintaining effective Stakeholder relationships will be pivotal to your success in the role.
To be successful as a Client Enablement Leader, you should have experience with:
Contact Centre leadership with experience of leading teams and individuals through change and challenging situations whilst delivering key performance objectives.
Proven ability to design and execute on contact centre strategy driving transformation and achieving consistently excellent standards.
Building strong and trusted Senior Stakeholder relationships with experience of leveraging enterprise-wide leadership to drive strategic priorities of the group.
Some other highly valued skills may include:
Dynamic people leader with proven ability to develop talent and create a culture where change should not be feared.
Experience of Agile ways of working and driving innovative thinking.
Knowledge of industry benchmarking, trends (current and future) and technology of the future for contact centres.
You may be assessed on the key critical skills relevant for success in role, such as risk and controls, leadership, change and transformation, business acumen, strategic thinking, digital/technology, as well as job-specific technical skills.
This role is based in Glasgow.
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
Customer service to create excellent customer satisfaction and positively influence NPS (Net Promoter Scores), act as an ambassador for Barclays externally and internally, creating connections and growth for customers.
Identification and maintenance of active performance management standards across the team, communicating to and inspiring colleagues to be commercially minded, achieve goals and expectations, measure them frequently and honestly to ensure personal growth and support early identification and intervention where required.
Day to day running of the business, using internal and external insights to develop an effective business plan, making evaluative judgments to support customers with their financial needs and drive long term sustainable revenue growth in your area.
Market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.
Cultivation of a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact.
Creation of an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues and Outcomes.
Operational performance of allocated sites and surrounding touchpoints. Ensuring operational and risk frameworks are adhered to for all direct reports, including observations.
Creation of a culture which enables focus on building deeper relationships with customers and contribute to the overall success of Barclays.
Vice President Expectations
To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures..
If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements..
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 be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
Manage and mitigate risks through assessment, in support of the control and governance agenda.
Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
Adopt and include the outcomes of extensive research in problem solving processes.
Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills 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.
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Reasonable adjustment
Our purpose
Equal opportunities
Right to work statement
This is Barclays Glasgow
Barclays Glasgow is the engine of the Corporate and Investment Bank, and Shared Technology, delivering vital services to clients across the world. With c.5,500 talented people in a whole range of roles, the work we do touches millions of lives every day.
Designed for diversity
At the heart of the community
Focus on health and wellbeing
Connect with your colleagues
Play/Pause
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
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.
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