Head of Business Banking Lending Operations

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.

Director Expectations

• To manage a business function, providing significant input to function wide strategic initiatives. Contribute to and influence policy and procedures for the function and plan, manage and consult on multiple complex and critical strategic projects, which may be business wide..
• They manage the direction of a large team or sub-function, leading other people managers and embedding a performance culture aligned to the values of the business. Or for an individual contributor, they lead organisation wide projects and act as deep technical expert and thought leader, identifying new ways of working and collaborating cross functionally. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
• Provide expert advice to senior functional management and committees to influence decisions made outside of own function, offering significant input to function wide strategic initiatives.
• Manage, coordinate and enable resourcing, budgeting and policy creation for a significant sub-function.
• Escalates breaches of policies / procedure appropriately.
• Foster and guide compliance, ensure regulations are observed that relevant processes in place to facilitate adherence.
• Focus on the external environment, regulators, or advocacy groups to both monitor and influence on behalf of Barclays, when appropriate.
• Demonstrate extensive knowledge of how the function integrates with the business division / Group to achieve the overall business objectives.
• Maintain broad and comprehensive knowledge of industry theories and practices within own discipline alongside up-to-date relevant sector / functional knowledge, and insight into external market developments / initiatives.
• Use interpretative thinking and advanced analytical skills to solve problems and design solutions in often complex/ sensitive situations.
• Exercise management authority to make significant decisions and certain strategic decisions or recommendations 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/ businesses 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.

Overall purpose of role

This is a leadership role working with Operations and Business Leadership teams,  with the responsibility of seamless and efficient delivery of services to customers, while ensuring high levels of customer experience. Drive process simplification, transformation and continuous improving for driving down defects and creating better outcomes for the cusomters and the bank.

Key Accountabilities

• Provide leadership to the process leaders and managers and manage oversight for defined set of Lending Operations processes and teams.
• Support delivery of the roadmap, liaising with stakeholders and business teams to ensure actionables are implemented efficiently and to the specification

• The role holder will manage and drive team performance, in line with company policies, processes and procedures to deliver excellent customer service and achieve central performance targets
• Acts as the point of coordination and syndication to ensure consistency and quality delivery of Strategy, control frameworks, and improvement initiatives.
• Support and deliver operations and technology strategy and roadmap to enable the secured borrowing strategy.
• Drive a step change in customer experience through process improvement, transformational change, and flawless delivery, demonstrated by improvement in NPS or other relevant measurements
• Transform Lending Operations into world-class capabilities, achieving stretching cost, productivity, efficiency, faster customer service, supply chain efficiency and risk avoidance/compliance goals on an on-going basis
• Ensure that technology is properly leveraged to support the goals of providing superior customer service within an efficient cost model
• Comprehensive knowledge and understanding of the business priorities and strategy, deploying knowledge and expertise to assess, predict and mitigate future risks, including through the provision of targeted QA or other Control reviews
• Operate within a robust control environment and amange Resilience strategy, plans and execution.
• Work closely with WFM on capacity planning and create flexibility and capacity to drive change across their area of expertise and the wider operations function, demonstrating proficiency in automation, capacity management, service optimisation, cost management and multi-skilling

• Monitor and drive plans to achieve successful completion on time, budget and quality.