Head of Payment Acceptance Servicing

“This senior-level position demands a visionary leader who can drive the strategic direction of the servicing department, ensuring alignment with the company's core values and long-term goals. The ideal candidate will possess a deep understanding of industry trends, exceptional leadership skills, and a proven track record of delivering outstanding customer service. They will be responsible for fostering a culture of excellence, innovation, and continuous improvement, while also managing and developing a high-performing team. The role requires a proactive mindset, strong analytical abilities, and the capacity to navigate complex challenges with agility and resilience. The Head of Payment Acceptance Servicing will play a pivotal role in shaping the future of the organization, driving operational efficiency, and enhancing the overall customer experience. This is an exciting opportunity for a dynamic and results-oriented professional to make a significant impact in a fast-paced and evolving environment.

• Develop and execute the servicing strategy to ensure exceptional client experience and satisfaction across all merchant accounts.
• Lead, manage, and mentor the servicing team to deliver high performance and support professional growth.
• Oversee daily operations related to merchant onboarding, maintenance, and issue resolution.
• Establish and monitor key performance indicators (KPIs) to drive service excellence and operational efficiency.
• Collaborate with sales, product, risk, and technology teams to optimize end-to-end merchant servicing processes.”

Purpose of the role

To contribute to and enhance NPS by improving customer experience across touchpoints, ensuring experience and messaging is consistent and customer centric. Includes customer journey mapping to identify areas for improvement, refining customer interactions

Accountabilities

• Mapping and analysing the customers journey across all touchpoints including key interactions, pain points and identify opportunities for improvement in the customer experience.
• Development of customer personas to personalise their experience based off demographics, behaviour and needs.
• Development and implementation of strategies to improve customer satisfaction, loyalty and other customer KPI’s, as needed.
• Collaboration with teams across the bank to ensure consistent and positive customer experiences throughout their journey.
• Implement consistency in messaging and branding across all customer-facing channels, where applicable.

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.