Centre of Excellence Team Leader

Centre of Excellence Team Leader

Contract length: 6 Months

Location: Glasgow, Strathclyde

Department: Centre of Excellence

Job type: Contract

Hours: 35 per week (Monday to Friday)

Overall purpose of role

The role holder is a leadership role in the Centre of Excellence which underpins continual delivery of an improved client experience across all channels, to achieve our ambition of becoming the ‘Go-To’ bank. It supports the delivery of a world class service experience through the interaction we have with our clients through a multi-channel organisation, including telephone, letter and digital channels. An important part of the role will be to build and maintain relationships with both internal and external stakeholders, on a regular basis, to resolve their queries and understand their requirements in order to meet their needs successfully. The role holder will work in a performance driven environment reporting to the Senior Leader in the Centre of Excellence. The role holder will be expected to provide leadership and coaching to their team creating executives that are seen to be financial coaches in the eyes of the client

Key Accountabilities

• They will be accountable for delivering an effortless service through leadership and being a role model for their team and the department

• They will be accountable for delivering high standards of coaching on a regular basis to all team members

• Ensuring a high standard of Risk, Governance and Control through adherence to policies and procedures for both the role holder and their teams

• Stakeholder management is also key to ensure clients experience is a seamless and effortless service

• Supervisory responsibilities are critical; the role holder will be responsible for managing their direct reports

Essential Skills

• The ideal candidate will possess strong leadership and people management skills, they will be able to demonstrate the ability to manage people, plan and work activities and inspire and motivate team members to deliver a world class client service.

• They will have broad experience of delivering an excellent level of service to clients and a proven ability of managing escalations and complex cases where there can be a client impact and reputational risk.

• They will have a strong client focus attitude and desire to exceed client expectations at all times with a high degree of quality consciousness. 

Desirable Skills

• Professional learning in a leadership or management discipline would be beneficial but not essential

• General understanding of the marketplace, products, legislation and regulation and understands the implications to the role

About Barclays

Barclays is a British universal bank. It is diversified by business, by different types of customers and clients, and by geography. Barclays businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by its service company which provides technology, operations and functional services across the Group.

Values

Everything Barclays does is shaped by its five values of Respect, Integrity, Service, Excellence and Stewardship. The Barclays values inform the foundations of its relationships with customers and clients, but they also shape how Barclays measure and reward the performance of colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.

Diversity

Barclays aims 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 Barclays vision and goals.

Hybrid Working

Barclays is currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. Barclays is flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. Barclays also has a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances

Your Benefits

As a contract employee of Randstad Sourceright, you’ll receive a wide range of financial and personal benefits. There’s enrolment in a pension plan (after 12 weeks on assignment) and holiday pay. You’ll also get 24/7 access to an Employee Assistance Programme, designed to help you deal with any problems that could be affecting your home or work life. Plus, there’s discounts at heaps of high street shops, restaurants and entertainment - from Asda to Zizzi Italian restaurants.