Tesco Integration Customer Care Operational Readiness Lead

As a Barclays Tesco Integration Customer Care Operational Readiness Lead VP, you'll work within our Transformation team within Customer Care to support with Tesco Integration. This role plays a pivotal part in our Tesco Integration Customer Service workstream to lead operational readiness activity.

Within this role, you'll be accountable for ensuring we deliver a successful migration for flow and stock for colleagues and customers. You will lead operationalising and implementing the service 'model office' which includes Tell Us Once journeys, Telephony, Back Office and support activities, Brand specific and dual brand activities, MVP operational work arounds and split location activity. This will require working closely with our Customer Migration and Business Readiness teams to ensure model office remains aligned to programme migration approach and milestones, adapting as needed. You’ll manage servicing success criteria for migration testing, ensuring appropriate testing, measurement and response to outcome whilst supporting the development of post migration plans using model office learnings and approach. Including fast follower activity, opportunities for best practice from Tesco to benefit Barclays colleagues and customers, and efficiency opportunities.

To be successful within this role, you will have operational experience and have worked within a Change and Transformation program/project previously. You'll be a problem solver who can work at pace and be comfortable with ambiguity. The role will require you to work with senior and diverse stakeholders across the business, you'll have experience with building and managing relationships as such. You will also have worked within a financial service, preferably retail banking, setting with strong understanding of the products and services that will be available. You will bring external insights and broader thinking to the transformation and customer service agenda.

Typical working pattern Monday to Friday 9am-5pm

Hybrid working minimum 2 days onsite in Glasgow

We will only consider applications from those who are able to work from our Glasgow strategic site.

Purpose of the role

To manage change projects that help the organisation achieve its strategic objectives, while ensuring that projects are delivered on time, within budget, in control and in compliance with regulatory requirements and internal policies and procedures. 

Accountabilities

• Management of change projects within the organisation, ensuring that they are delivered on time, within scope, budget, and to the required quality standards.
• Development and management of project plans that outline the scope, objectives, timelines, and resource requirements for change projects.
• Communication with stakeholders, including senior management, project teams, and external partners, to ensure that they are informed about project progress and that their needs and expectations are being met.
• Management of project teams, ensuring that they are properly resourced and that they have the necessary skills and expertise to deliver on project objectives.
• Management of project budgets, ensuring that projects are delivered within the agreed budget.
• Creation of reports on project progress to ensure that proposed solutions are delivered on time and within budget.
• Management of project risks, ensuring that risk, assumptions, issues and dependencies are identified, assessed, and mitigated as necessary.
• Facilitation of change management activities, including training and communication, to ensure that change projects are successfully implemented and embedded in the organisation.

Vice President Expectations

• To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures..
• If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements..
• 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 be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
• Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
• Manage and mitigate risks through assessment, in support of the control and governance agenda.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
• Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
• Adopt and include the outcomes of extensive research in problem solving processes.
• Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills 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.