Job Description

Date live:

05/06/2025

Business Area:

Private Bank Processing

Area of Expertise:

Banking Operations

Contract:

Permanent

Reference Code:

JR-0000054266

Put yourself at the heart of the Barclays. A career in banking operations puts you at the very centre of our business strategy. By putting customers at the heart of everything we do, we're putting our whole business behind our Customer facing teams. As the face of our brand, especially in an increasingly digital world, you'll play a vital role in our customers' financial lives. Here, your voice is heard, and you'll have the support and opportunities to thrive.

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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.



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Reasonable adjustment

Our purpose

Equal opportunities

Right to work statement

This is Barclays Glasgow



Barclays Glasgow is the engine of the Corporate and Investment Bank, and Shared Technology, delivering vital services to clients across the world. With c.5,500 talented people in a whole range of roles, the work we do touches millions of lives every day.



Designed for diversity

At the heart of the community

Focus on health and wellbeing

Connect with your colleagues

Play/Pause

Be you. Be valued. Belong.



We celebrate the unique perspectives and experiences each individual brings, believing our differences make us stronger and drive success.



You can learn more about our commitment to our colleague on our Inclusion and Opportunities page.



Learn more

Application Process

Your application



We'll ask for information about you, your CV and cover letter.



1

Your assessment



Covering your behaviours and ability at work.



2

Your interview



Exploring your past experiences and skills.



3

Next step



We'll request additional information so that you can complete our screening process



4



Working flexibly



We're committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports your personal needs, alongside the professional needs of our business. If you'd like to explore flexible working arrangements, please discuss this with the hiring manager. Your request will be reviewed in-line with the requirements of the role/business needs of the team.



Hybrid working



We have a structured approach to hybrid working, where colleagues work at an onsite location on fixed, 'anchor', days, as set by the business area. Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.



Barclays is built on an international scale.



Our geographic reach, our wide variety of functions, businesses, roles and locations reflect the rich diversity of our worldwide customer base. All of which means we offer incredible variety, depth and breadth of experience.

And the chance to learn from a globally diverse mix of colleagues, including some of the very best minds in banking, finance, technology and business. Throughout, we'll encourage you to embrace mobility, exploring every part of our operations as you build your career.