Customer Care Continuous Improvement Manager
Barclays Manchester, England, United Kingdom
Overview
Join us as a Customer Care Continuous Improvement Manager, where you’ll identify and create transformation paths and effective solutions for customer care for Barclays UK. You’ll collaborate with stakeholders to close gaps, enhance processes, and ensure compliance across projects. This role involves raising issues, driving continuous improvement and change processes, and optimizing both colleague and customer journeys to boost efficiency across customer service channels such as phone, chat, branch, and operations. Your work will strengthen operational effectiveness and drive the seamless execution of business processes.
Responsibilities
* Manage change projects within the organisation, ensuring they are delivered on time, within scope, budget, and to the required quality standards.
* Develop and manage project plans that outline scope, objectives, timelines, and resource requirements for change projects.
* Communicate with stakeholders, including senior management, project teams, and external partners, to keep them informed about project progress and ensure their needs are met.
* Manage project teams, ensuring they are properly resourced and have the necessary skills to deliver on project objectives.
* Manage project budgets, ensuring projects are delivered within the agreed budget.
* Create reports on project progress to demonstrate that solutions are delivered on time and within budget.
* Manage project risks, ensuring that risks, assumptions, issues and dependencies are identified, assessed, and mitigated as necessary.
* Facilitate change management activities, including training and communication, to ensure change projects are successfully implemented and embedded.
Required qualifications and skills
* Proven expertise in Continuous Improvement methodologies
* Lean Six Sigma certifications (Yellow and Green Belt)
* Strong experience in process automation
* Excellent stakeholder management and collaboration skills
Other highly valued skills
* Experience in Change Delivery and driving transformation initiatives
* Background in operational environments
Location and site
We are happy to consider those who can work from our Manchester, Glasgow, Knutsford, Liverpool, or Northampton site.
Role expectations
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.
Purpose of the role
To manage change projects that help the organisation achieve its strategic objectives, while ensuring that projects are delivered on time, within budget, in control and in compliance with regulatory requirements and internal policies and procedures.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Management and Manufacturing
Industries
* Banking and Financial Services
All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship and the Barclays Mindset—Empower, Challenge and Drive.
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