Overview
Responsible for technology delivery of the Digital Client Self Service journeys for Corporate clients via Barclays Corporate Banking attended digital channels, and for the Servicing Automation agenda, including enabling and integrating contact centre capabilities across Telephony, Chat and Case Management. Replaces and decommissions legacy servicing applications to support Servicing Automation outcomes. Partners with the AI centre of excellence to experiment and deliver value from AI into client servicing. The individual is a key execution partner for the Head of Corporate Client Servicing and reports to the CIO for CRM & Servicing.
Purpose of the role
To manage the people, processes and technologies in the IT function to ensure they deliver outcomes that support the goals of the business.
Accountabilities
* Development and implementation of technology strategies, ensuring technology investments enable business success – improving efficiency, supporting growth, innovation, and risk management.
* Strategic leadership to the business on all technology matters, working with SMEs across Group Technology (infrastructure, service management, architecture).
* Alignment to global data governance frameworks to ensure data quality, security and privacy, and leveraging data analytics and AI to extract insights and inform business strategies.
* Implementation of technology practices in line with security, compliance and regulatory requirements, policies and controls, and risk management.
* Delivery of digital transformation/change projects and programmes, modernising legacy systems with new and enhanced digital solutions for customers, clients and colleagues.
* Management of the technology team including hiring, training, mentoring, and ensuring the team has resources and support to be successful.
* Management of technology budgets, prioritising resources, ensuring investments support business goals, and that costs are optimised with mitigated financial risks.
Director Expectations
* Provide expert advice to senior functional management and committees to influence decisions outside of own function and contribute to function-wide strategic initiatives.
* Manage, coordinate and enable resourcing, budgeting and policy creation for a significant sub-function.
* Escalate breaches of policies/procedures appropriately.
* Foster and guide compliance, ensuring relevant regulations are observed and processes facilitate adherence.
* Monitor external environment, regulators or advocacy groups to influence on behalf of Barclays when appropriate.
* Demonstrate extensive knowledge of how the function integrates with the business division/Group to achieve overall objectives.
* Maintain broad and up-to-date knowledge of industry practices and external market developments.
* Use interpretative thinking and analytical skills to solve problems and design solutions in complex or sensitive situations.
* Exercise management authority to make significant decisions within own area.
* Negotiate with and influence stakeholders at a senior level both internally and externally.
* Act as principal contact point for key clients and counterparts in other functions/business divisions.
* Mandated as a spokesperson for the function and business division.
All Senior 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.
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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