Customer Communications Manager

Job Title: Communications Manager (Regulatory Project)

Location: Various locations across UK

Duration: 6 months

PAYE ONLY

Overall purpose of role

This fixed term secondment will work with the VP lead for Consumer Duty in the Payments Marketing Team, and the Payments Consumer Duty project team, and the full Payments Marketing Team, to define and execute on our marketing and communications strategy to be ready for, and adhere to, the Consumer Duty regulations (go live July 2023). The role holder will support the successful planning and implementation of the key actions across marketing and communications within the Consumer Duty project with a specific focus on the business activities required to realise the project and deliver a “best in class” response to Consumer Duty.

Key Accountabilities

• Working with the Consumer Duty project team, support the delivery and implementation of Consumer Duty across Marketing and communications with a specific focus on key deliverables required to realise a “best in class” response to Consumer Duty 

• Work with the Consumer Duty project team, the wider Marketing Team and other partners (DDnA, Product and Commercial) to ensure there a clear scope to deliver on a well defined sets of requirements which enable the achievement of all Consumer Duty obligations

• Create and manage the project plan, ensure appropriate readiness activities are considered and planned and delivered; training, internal and external communication activities, operational readiness, process and control changes, pricing, testing live proving activities where applicable

• Ensure all governance, risk management, controls and compliance requirements are considered, planned for an adhered to safeguard the customer experience

• Ensuring delivery is completed to time, cost and quality

Stakeholder Management and Leadership 

• Effective management and reporting of own time to deliver against project plan

• Work with the wider Consumer Duty project team and Marketing Team to understand and articulate the requirements of Consumer Duty throughout the change project, and how these can be fulfilled 

• Ensure adherence to required processes, escalating where appropriate.

Decision-making and Problem Solving 

• Adapt to changing requirements, re-prioritising and changing course as necessary, supporting the wider team in making any necessary changes.

• Management of issues and escalations across a matrix structure.

Risk and Control Objective

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

Person Specification

Essential Skills/Basic Qualifications:

• Experienced in implementing new regulation and associated processes

• Experience of continuous improvement and problem solving techniques

• Highly organised and structured, but flexible in the face of ambiguity or change

• Proven influencing, networking and stakeholder management skills

• Naturally proactive with a passion for learning

Desirable skills/Preferred Qualifications:

• An ability to rapidly get to the root cause of a problem and identify actions to resolve

• Ability to juggle priorities, multi- task and flawlessly execute at speed

• Ability to deliver under pressure and to short timeframes.

• Project management experience including knowledge of project management tools and techniques

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 measures and rewards 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.