Head of Client Relationship Management & Site Leadership

Head of CRM

• Lead and transform a community of practice of CRM Directors to ensure consistency of delivery across regions and act as point of consolidation for BU aligned views
• Drive a culture of ‘trusted advisor’ to the business
• Transform CRM Business Intelligence capability to deliver automated solutions that deliver client insights and opportunities while managing the risk of the function
• Act as connector across CRES into the Business for the end to end real estate lifecycle from strategy, to build and transact, to run
• Work closely with the Location Strategy Lead to support delivery of execution of the group location strategy into the business
• Work closely with the heads of capital projects and real estate to support and in some cases lead delivery of execution of corporate real estate projects
• Work closely with the head of facilities management to act as continuous feedback loop between client experience and delivery of the colleague workplace

Head of Site Leadership

• Lead the Site Leadership team across CRES. Ensuring alignment of activity across the colleague pillars, partnering with local pillar leads to remain relevant to site trends,  sharing best practice across the team to create consistency in colleague experience across site locations.
• Align the Site Leadership Framework against the Group’s strategy and define how we drive the efficiency and effectiveness of our Campus locations in response to the strategy – working closely with HR and Location Strategy
• Ensure Barclays Site Charters are regularly refreshed and align with Location Strategy, workforce plans and local labour markets
• Drive governance of the Site Leadership agenda through Quarterly Business Reviews to measure performance and manage risks
• Foster leadership community across Site Leaders to identify best practice and where appropriate  leverage consistency in approach across the sites
• Work closely with Head of Facilities Management to align between CRES activities on site and the Site Leadership agenda
• Work closely with Site HR Leads to align between HR activities on site and the Site Leadership agenda

Purpose of the role

To oversee and drive a consistent excellent workplace experience, optimising the productivity and wellbeing of the workforce. 

Accountabilities

• Partnering with CRES team on Campus Maintenance (BAU Colleague Services, Health & Safety, Maintenance & Engineering, Food & Beverage, Curated Experience, Sustainability, Risk Management).
• Partnering with CRES team on Campus Engagement (Campus SteerCo, Colleague Comms, Curated Experience, Pillar Outcomes & Employee Resource Groups, External Engagement including Local/ Regulatory bodies).
• Drive Campus Efficiency & Effectiveness (Management of Hybrid Working, Campus Seating & Capacity, Campus Technology e.g. Tech Bar; Teammate; Connectivity, Travel/Commute/Parking).

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.