Job Description : The position holder is required to provide leadership to the business unit and manage process performance in line with agreed US/UK Collections SLAs /targets and all areas as per Barclaycard US BFA Role necessitates the responsibility to ensure the Operation is compliant with US/UK Debt Collections Laws, and BFA US/UK Collections & Risk directivesDrive a culture of continuous improvement Maintain effective working relationships with key external stakeholders of the different business clusters as well as BGSC internal stakeholders Fully responsible for P&L of all the managed businesses.
Ensure smooth functioning of the process and compliance to procedures and policy guidelines; lead the team into operational growth To proactively build relationships with customers (internal and external); responsible for managing Process, People, Metric & Client relationship; ensure effective resource utilization Given that this role caters to multiple sub-units and hence multiple stakeholders, it is responsible for managing all the stakeholders and their expectationsThere are also additional responsibilities to be discharged as part of this role and it includes managing regulatory requirements, delivering Business initiatives, owning the key strategic priorities of co-location, creating "ops of the future" enabled through RPA / strategic automationsLead, manage and motivate operations managers & team managers within the community and responsible for the site's performance against a number of key metrics including customer satisfaction, employee satisfaction, compliance with statutory requirements and operational efficiency.
What will you be doing? Service Deliveryo Should have knowledge and awareness around: o US/UK Collections o Have an excellent understanding of US/UK Collections Dialler o Have an understanding of US/UK Collections Buckets and outbound inbound Dialler and the associated metrics o Should have exposure to Collections Contact Centre scheduling and staffing controls in order to meet SLA's o The BFA US/UK collections team work rotating shifts in a 24 X 7 environment and the candidate must be able to work along-with teams in shifts which can be in any span given the 24 X 7 environment This is an operating role which requires the candidate to work and lead their teams operationally on the floor and real time be available in the shift timings that US/UK operating leadership are available.
This is a dominantly late evening / night shift operation working 7 days a week o Monitor and drive plans to achieve successful completion on time, budget and quality o Own and manage all risk elements of the business including but not limited to revenue & cost, attrition, customer experience and brand reputation o Ensure service level agreements (SLAs) for the process are met as agreed upon with the client o Strong Analytical skills to be able to review and analyse performance reports, cost optimization opportunities and come up with recommendations to improve business efficiency and performance o Ownership of staffing model for the site, resource planning and budgetary allocations and design to achieve key service delivery metrics and ensure that the same are communicated effectively both externally & internally to facilitate business compliance o Apply innovative and forward thinking solutions to drive continuous improvements in the process and recommend ways to automate, eliminate and innovate to improve customer journeys - Being the think tank, ideating and implementing initiatives that streamline operational processes o Monitor competitor & external market activity o Resolve need-based escalation of decisions and ensure proper follow-up of the same Team Managemento Drive a strong Values driven culture within the Business Unit aligned to Barclays Purpose Values & Behaviour o Own the Talent Development plan for the business and ensure that the right level of investment in made in our Top Talent to groom for bigger & better roles o Formulate a clear Succession plan and invest in manager development activities Build a strong leadership pipeline o Actively lead sharing information, learning and knowledge- consistently looking for opportunities to benchmark and gain intelligence within own sector/ professional domain.
o Own the resource management plan for the business and Ensure smooth induction of new hires in the team o Demonstrate strong communication skills within the team-Build effective communication channels to ensure open communication and address issues/ concerns raised by the team o Communicate strategic developments within the business area o Groom and mentor the team to handle wider span & higher responsibilities o Provide leadership to the managers and management oversight for issue resolution o Create an environment that encourages staff retention; high levels of staff engagement and ensure employee satisfaction shows a year on year improvement o Embed a culture of regular reviews and performance management aligned to Barclays standards o Contribute in promoting Barclays as employer of first choice o Engage, motivate and coach the team towards achieving goals.
o Set and communicate common business goals and objectives o Identify the developmental needs of the team & encourage them to take suitable training programs to enhance their capabilities and skills Relationship Management (including Supplier Management & Oversight) o Should have exposure to negotiating with On-shore stake-holders in order to agree Operations strategy with Senior stakeholders and well as obtain buy in on budgets resourcing etc o Proactively engage/agree plans and outputs with leadership in the customer sending business units (covering Transitions, Service Delivery, Performance Improvements, Issues Resolution and Complaints) o Establish and maintain strong and effective working relationship with key stakeholders across businesses served o Work with the functional owners to ensure cohesion between individual and departmental goals o Represent BGSC and the Business unit during senior stakeholder visits for the Business Unit o Frequently need to present to senior stakeholders on business ideas and challenges and needs to display ample influencing and reasoning skills to arrive at logical agreements o Strong influencing and negotiation skills also required to agree on targets, challenge unreasonable demands and set expectations in an amicable and collaborative manner o Own oversight of suppliers as and when required including driving performance improvement initiatives and SLA delivery, Continuous improvement, review of supplier controls and ensure that these are in line with Barclays standards Controls and Complianceo Ensure adherence to and compliance with governance, risk policies, procedures and compliance policies.
o Manage the RCA process o Ensure compliance to all specified controls; conduct checks and attestation processesWhat we're looking for : o Hands on experience at a senior managerial level of working with teams across multiple processes and sites o Excellent track record during past work experience; stability in previous jobs o Graduate OR Post graduate degree in any disciplineSkills that will help you in the role o Demonstrated strong leadership skills through established coaching technique and aware of continuous improvement methodologies o Experienced leader with good people understanding through available support framework.
o Strong industry understanding and hold of business processes and operating procedures o Understanding of relevant legislation and other regulatory requirements o Experience in process design /redesign and associated tools such as LEAN, six sigma o Exposure to strategic planning o Experience of working in large, complex organisations and across different cultures.
o Should have in-depth understanding and extensive hands-on experience in managing: o Large Collections shop for an international bank in both US & UK environments o Vulnerability o Affordability o US/UK Debt Collections Laws o Regulated activities Credit Broking Debt Administration Debt Adjustment Administering a Regulated Mortgage contract Debt Colleting Debt Counselling Lending Code (Lending Standard Board) o Have an excellent understanding of US/UK Collections Dialler o Have an understanding of US/UK Collections Buckets and outbound inbound Dialler and the associated metricsWhere will you be working? Noida For further information on EVP, please click on the link below https://nowbarclayscom/WCP/content/intranet/en/functions/operations-and-technology/global-service-centre/EVPhtmlBe 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 detailsPurpose and Values 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 termOur Values Our values underpin everything we do: Respect, Integrity, Service, Excellence and StewardshipRespect 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 themOur Diversity We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals.
Our Benefits Our customers are unique The same goes for our colleagues That's why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be We are proud of our dynamic working options for colleagues.
If you have a need for flexibility, then please discuss this with us