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Director of Moment Banking
Finance & Investment Industry Company
Tyne and Wear Sunderland, , United Kingdom
Job Details - this job has expired, please see similar jobs below
Description
Job Title: Director of Moment Banking
Business Area: SkyBranch / Personal Banking
Reports to: Managing Director, SkyBranch
Direct Reports: 11
Overall Job Purpose
The role holder will be responsible for the complete operational and strategic leadership of Moment Banking in a designated SkyBranch UK Site, across Voice and Non Voice capabilities, indirectly managing up to 600FTE Colleagues to deliver 24/7 service excellence in support of the SkyBranch strategy.
Ultimately accountable for the 5C performance of Moment Banking activity focusing on leading people, end to end process, systems, service, customer care, solutions and efficiency improvements and maximizing the proposition. Critical to the success of this role with be the development of a Customer Centric culture together with operational excellence with clear outcomes.
Critically, the role holder will drive best in class customer and user experience (as measured currently through Net Promoter Score) drive true empowerment, create a relentless, consistent, FPOC service model and champion the most effortless experience for the Customer
This senior leadership role requires a continuous improvement approach which nurtures a culture of service that goes beyond the basic requirements of the organisations stated process and procedures, measuring success as taking care of the total needs of the Customer. The role holder’s exemplar operational leadership of operating metrics, Colleagues, Leaders and the Support Teams will provide the platform to concentrate the power of the team solely on the Customer.
The successful Moment Banking Director is continually engaged and a role model in inspiring their team, stakeholders, internal and external influencers, to continually go-beyond the Customers’ expectations – measured by Customers themselves - of service excellence and as a result will create a new standard in best practice.
Risk and Control Objective
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards. Drives a culture of conduct risk across the teams.
Operational Delivery and Leadership 60%
• The role is accountable for delivery of 5C performance in line with financial constraints.
• This role is accountable for ensuring the delivery of world class customer service through the utilisation of customer insight data, define and deliver Strategies to maximise customer care.
• Accountable for the promotion and the development of methodologies for end to end continuous improvement and for ensuring delivery of consistent Customer / Colleague experience.
• Overall accountability for Operating Budget management in line with established governance and practice.
• Accountable for the delivery of excellent customer interaction with a focus on delivering a great customer experience and maximising revenue potential through commercial performance
• Utilising excellent performance, leadership and communication skills to drive consistent improvement in 5C performance to meet goals of the SkyBranch board. This will require a combination of direct and indirect leadership skills.
• Develop an operating model that has clear line of sight in Operating Costs (OpCo) Revenue and Income Delivery, manage cost to serve and individual cost initiatives in line with financial constraints, enabling Moment Banking to manage within its own operating costs.
• Strive to develop and implement an operationally excellent Contact Centre, benchmarked against best in class competitors.
• Lead, direct and implement the SkyBranch strategy to ensure full delivery against goals and objectives.
• Through leadership of a team of highly experienced Operational Managers be accountable for overall achievement of Moment Banking:
◦ Colleague Experience
◦ Customer Satisfaction and Experience
◦ Customer needs growth, revenue and income contribution
◦ Cost to income management
◦ Operational effectiveness, efficiency and availability
◦ Compliance & Risk Management
• Define and deliver strategies to increase customer satisfaction and single contact resolution through effective process management. This includes managing the relationships with key stakeholders across the business to influence and deliver desired results to enhance the Customer Experience.
• Maintain an effective control environment and ensure all compliance and risk issues are mitigated working alongside appropriate teams. Ensure safety of our employees is of paramount importance.
• Through transformational leadership the role holder will be responsible for directing and developing a leadership capability within own team and transferring knowledge and skill to internal and external influencers to exceed the requirements set by the business.
• Clear vision to lead, motivate, appraise and develop direct reports ensuring they are equipped to meet objectives through coaching, training and management development plans. Deliver operational performance goals and objectives through direct/indirect reports.
• Implement and drive powerful performance management methodologies that drive long term behavioural change across the leadership, management and front line functions and drive communication skills to drive consistent improvement in 5C performance to meet goals of the PCB business areas.
• Lead the creation and fostering of a Contact Centre environment that will attract, retain and develop all team members to realise their full potential.
• Build/implement customer centric culture where individuals are supported and challenged to deliver excellent sales and service performance ultimately delivering results.
• 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.
• Drive a clear vision to lead, motivate, appraise and develop Talent both within the direct reports and through the wider business, ensuring they are equipped to meet objectives through coaching, training and management development plans.
Contribution to & Execution of Strategy 25%
• Aligned to the SkyBranch strategic governance practices, this role will contribute and implement SkyBranch Strategy
• Using extensively developed communications skills this role must be able to create understanding, enthusiasm and a passion for delivering the SkyBranch strategic plan.
• As a member of the SkyBranch Leadership Team, this role is required to contribute to strategic thinking for the SkyBranch board and the SkyBranch strategy through extensive knowledge of volume contact environments.
• Ensure that the overall strategy, and those of the individual services we operate, are clearly articulated and communicated across the business, stakeholders and colleagues
• Work in conjunction with the other leaders within PCB in ensuring that the strategy compliments those of the other business lines.
• Using extensively developed communications skills this role must be able to create understanding, enthusiasm and a passion for delivering the SkyBranch strategic plan.
• Oversee the design and implementation of new communication channels in-conjunction with the Omni Channel Director in responding to Consumer and Customer, trends, demand changes or market conditions, whilst maximising performance and optimising or removing high cost-to-serve areas.
• Provide internal advocacy and champion at PCB, Group (including Barclaycard) and Cluster level, and with key Group and external relationships.
Stakeholder Management (15%)
• Develop strong and effective relationships across PCB including Group business at MD, CEO and SLG Levels
• Attend and provide clear input and reporting to the cross-functional Performance and Strategy Boards
• Ensure full and appropriate buy in is maintained at Senior Leadership Levels across the organisations
• Represent the business at key external forums as appropriate.
• Build relationships and team working between all SkyBranch teams ensuring the customer and service & sales centres are championed, providing a consistent customer experience.
• Manage internal supplier/client relationships and SLAs to support delivery of operational results (HR, Resourcing, L&D, Finance etc.)
• Significant leadership experience gained in results driven, customer centric role at Senior Leadership / Executive / Board level in a complex, multi-site organisation.
• Strong influencing skills at a senior level; demonstrable experience of having used these skills.
• Strong relationship building skills and ability to work effectively as part of a team.
• Flexibility to work across multi-site operations, including regular time with Stakeholders in key locations.
• Experience of leading, directing and managing a senior team to develop and grow ability to ensure resources are available to deploy to meet operational requirements, with a focus on 5C performance.
• A transformational leader with a history of working with large multi-functional teams across multiple sites over a significant period.
• Ability to develop interfaces and manage relationships with key internal and external stakeholders at Senior Manage/Board level, integrating operational plans with those of other units for the benefit of Barclays.
• Communication and presentation skills to deliver effective interaction with individuals and teams ranging from front-line staff up to Board level.
• Demonstrates a proven extensive track record of strong commercial and financial acumen to enable the production of business cases, management of large operational budgets, and optimisation of core business processes on a cross-functional basis.
• Evaluates performance and plans continuous improvement.
• Cultivates an environment where people skills, systems tools and process management contribute to a first class customer experience.
• Proven track record in creating, developing and managing successful behavioural and attitudinal change initiatives and understanding change/effect product and service performance and consumer behaviour techniques.
• Proven track record in managing successful quality and performance initiatives and understanding Contact Centre Specialist & Management behaviours.
• Proven track record in sales performance delivery and a proven ability to identify performance improvements in customer handling, presentation and self and peer evaluation techniques through monitoring and coaching to success.
• The ability to learn new concepts and intuitively apply them to achieve business objectives.
• To be able to work innovatively in an exceptionally fast-paced commercial environment, with a hunger for first time success.
• To be able to embrace the values and responsibilities of the brand; demonstrate and convey high levels of energy, enthusiasm and dynamism when working across campaigns, sites and business areas.
• The job holder will be required to champion the needs of customers and staff alike, throughout SkyBranch and the wider PCB business, regardless of status.
The Benefits:
Our customers deserve the best. The same goes for our employees. That's why at Barclays you'll receive a range of benefits that include a competitive salary, flexible hours and all the tools, technology and support you need to succeed. That's not all. We'll also offer you private healthcare, childcare savings, and employer discounts. You will benefit from all this, plus a unique company spirit that encourages people to achieve their best.
Our Values:
Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. The values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our employees. Simply put, success is not just about what you achieve, but about how you achieve it.
Diversity:
We will consider applications from job share applicants. At Barclays, we recruit based on merit and are committed to promoting diversity throughout our organisation.
We are an equal opportunity employer and we are opposed to discrimination on any grounds. If this position requires the person to be an Approved Person under the Financial Services and Markets Act 2000 (FSMA), disclosure of spent convictions within the meaning set out in the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 will be required.
Risk and Control
All Barclays colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Risk Management Framework and internal Barclays Policies and Policy Standards