Team Leader - Direct Investing Complaints

Overview

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.

• Provide customer service to create excellent customer satisfaction and positively influence NPS (Net Promoter Scores), acting as an ambassador for Barclays externally and internally, creating connections and growth for customers.
• Identify and maintain 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.
• Manage 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.
• Conduct market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.
• Cultivate a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact.
• Create an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues and Outcomes.
• Oversee operational performance of allocated sites and surrounding touchpoints.
• Ensure operational and risk frameworks are adhered to for all direct reports, including observations.
• Create a culture which enables focus on building deeper relationships with customers and contribute to the overall success of Barclays.
• Develop and lead a team to deliver with a focus on customer outcomes and risk management within Barclays policies.

• Perform prescribed activities in a timely manner and to a high standard, consistently driving continuous improvement.
• Apply in-depth technical knowledge and experience in the assigned area, with a thorough understanding of underlying principles and concepts.
• Lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If in a leadership role, 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:
  Listen and be authentic;
  Energise and inspire;
  Align across the enterprise;
  Develop others. For individual contributors, develop technical expertise and act as an advisor where appropriate.
• Collaborate with other functions and business areas; take responsibility for the end results of a team’s operational processing and activities.
• Escalate breaches of policies/procedure appropriately; embed new policies/procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise; manage risk and strengthen controls for the work you own or contribute to.
• Deliver work in line with relevant rules, regulation and codes of conduct; maintain understanding of how sub-function integrates with the function and the organisation’s products, services and processes.
• Make evaluative judgments based on analysis of factual information with attention to detail; resolve problems by identifying and selecting solutions guided by experience and precedents.
• Guide and persuade team members and communicate complex/sensitive information; act as contact point for stakeholders outside the immediate function and build a network beyond the team.
• Demonstrate Barclays Values (Respect, Integrity, Service, Excellence and Stewardship) and Barclays Mindset (Empower, Challenge, Drive).

• Position:
  Direct Investing Complaints Team Leader
• Location:
  
  Glasgow (hybrid position requiring office attendance on Mondays and Tuesdays)

• Previous leadership experience in banking, wealth management or investment services with a minimum of 2 years.
• Strong team management skills with the ability to lead, coach and develop a team of complaint handlers.
• Ability to prioritise challenging workloads and meet deadlines; strong communication skills across all levels of the business.
• Desirable:
  Passion for driving continuous improvement; understanding of the complaints lifecycle within financial services; strong planning and organisational skills.
• Assessment areas may include risk and controls, change and transformation, business acumen, strategic thinking and digital/technology skills, along with job-specific technical skills.

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