Client Service Resource Planning Team Manager
Barclays Glasgow, Scotland, United Kingdom
Join or sign in to find your next job
Join to apply for the Client Service Resource Planning Team Manager role at Barclays
Client Service Resource Planning Team Manager
Barclays Glasgow, Scotland, United Kingdom
Join to apply for the Client Service Resource Planning Team Manager role at Barclays
Get AI-powered advice on this job and more exclusive features.
Join us at Barclays as a Client Service Resource Planning Team Manager. In this role you will 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 required forecasting around customer demand to achieve required service levels, as well as manage resourcing and headcount through identifying, understanding, and meeting needs of internal stakeholders.
To be successful as a Client Service Resource Planning Team Manager, you should have experience with:
* Resource planning and scheduling Forecasting planning, Real time management (service levels call volumes).
* Experience of Line management.
* Experience of Impact assessment.
Some Other Highly Valued Skills May Include
* Stakeholder Management experience.
* Contact centre experience.
* Forecasting and planning experience.
You may be assessed on the 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.
This role can be based in Glasgow or the Isle of Man.
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.
Accountabilities
* Customer service to create excellent customer satisfaction and positively influence NPS (Net Promoter Scores), act as an ambassador for Barclays externally and internally, creating connections and growth for customers.
* Identification and maintenance of 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.
* 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.
* Market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.
* Cultivation of a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact.
* Creation of an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues and Outcomes.
* Operational performance of allocated sites and surrounding touchpoints. Ensuring operational and risk frameworks are adhered to for all direct reports, including observations.
* Creation of a culture which enables focus on building deeper relationships with customers and contribute to the overall success of Barclays.
Assistant Vice President Expectations
* To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
* Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
* If the position has leadership responsibilities, People 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.
* OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
* Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
* Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
* Take ownership for managing risk and strengthening controls in relation to the work done.
* Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
* Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
* Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
* Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
* Influence or convince stakeholders to achieve outcomes.
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.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
Banking and Financial Services
Referrals increase your chances of interviewing at Barclays by 2x
Get notified about new Client Services Representative jobs in Glasgow, Scotland, United Kingdom.
Glasgow, Scotland, United Kingdom 14 hours ago
Glasgow, Scotland, United Kingdom 2 weeks ago
Glasgow, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 3 weeks ago
Assistant Business Support Manager - Specialist Children's Service
Renfrew, Scotland, United Kingdom 13 hours ago
Glasgow, Scotland, United Kingdom 7 hours ago
Glasgow, Scotland, United Kingdom 1 day ago
Glasgow, Scotland, United Kingdom 10 hours ago
Assistant Business Support Manager - Specialist Children's Service
Renfrew, Scotland, United Kingdom 1 day ago
Glasgow, Scotland, United Kingdom 16 minutes ago
East Kilbride, Scotland, United Kingdom 3 days ago
Glasgow, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 1 month ago
Navy Command - Portfolio Support Manager
Glasgow, Scotland, United Kingdom 1 day ago
Kilmarnock, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 2 months ago
Senior Business Support Assistant - Specialist Children’s Services
Glasgow, Scotland, United Kingdom 2 weeks ago
Glasgow, Scotland, United Kingdom 1 week ago
Business Support Assistant - Rehabilitation
Glasgow, Scotland, United Kingdom 1 week ago
Senior Business Support Assistant - Specialist Children’s Services
Glasgow, Scotland, United Kingdom 2 weeks ago
Stirling, Scotland, United Kingdom 2 weeks ago
Glasgow, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 1 week ago
Receptionist/Clerical Officer - Administration
Stirling, Scotland, United Kingdom 3 days ago
Glasgow, Scotland, United Kingdom 3 weeks ago
Glasgow City, Scotland, United Kingdom 2 weeks ago
Personal Assistant to Deputy Director and the Assistant Director of Facilities and Corporate
Glasgow, Scotland, United Kingdom 7 hours ago
Receptionist/Clerical Officer - Administration
Milngavie, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 5 months ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr