COO AVP - PB India

Join us as COO AVP - PB India where you willbe responsible for tracking and managing delivery of strategic initiatives in collaboration with Product, Technology, Operations and other Control functions and deliver front to back service, solutions and support across the client lifecycle.

To be successful in this role, you should:

• Demonstrate strong program management and business analysis expertise.

• Possess exceptional stakeholder management skills across diverse internal and external teams.

• Bring the ability to drive complex process changes and improvement programs within tight deadlines.

• Exhibit a hands-on approach toward issue resolution and risk management while maintaining compliance with enterprise-wide frameworks.

Key Accountabilities

• Platform Program Management and Oversight

  • Provide specialist guidance to the programmes / projects concerning the platform and systems– particularly in programme definition, requirements analysis, business and technical design, and change control activities.

  • Ensure absolute clarity on the full range of stakeholders impacted by the programme, and the level of involvement/ buy-in, and communications needed.

  • Understand the expectations of all stakeholder groups and individuals and put measures in place to monitor against stakeholder expectations and formally review these with stakeholders to ensure their requirements are met.

  • Identify and manage all programme issues and risks including their appropriate escalation and contingency management. Implement robust change control mechanisms, and ensure these are understood by everyone associated with the programmes.

• Client Lifecycle Delivery

  • Support Front Office (FO) team with sales and relationship management and drive new initiatives and process changes (arising from regulations or otherwise) for Front Office (FO) that have direct/indirect impact on clients

    • Initiate, lead, and/or participate in change initiatives and process improvements (with a view towards reducing complexity and improving the client experience), including business requirement specifications.

  • Managing the Fin Crime Change agenda – Coordinating with global project teams on MLRM and AML policy changes, coordination with local technology partners for appropriate changes required on PB India systems (Trackwizz, MILES), facilitating closure of pending AML Policy actions etc.

  • Contributing to on-boarding improvement and other PB programs – Managing On-boarding Business Partner model implementation for India, End to end on-boarding cycle time improvement, SLA definition, Right First Time (RFT) improvement, Front Office clinics for finding and driving efficiencies in key processes etc.

  • Address process gaps/issues (whether or not raised by FO) via process re-engineering or automation and also share best practices across locations.

  • Manage change initiatives pertaining to client reporting systems – both paper based and digital and drive efficiencies basis branch feedback

  • Drive improvement, consistency, scale & efficiencies across the client lifecycle / processes 

  • Implement / Support implementation of enhanced value propositions/products to drive better Client Experience and support Business Growth.

• Banking & Payments

  • The role holder will be responsible for managing flawless delivery into the Private Bank India business with specific accountability for banking, payments, and credit related change backlog and prioritisation, requirements definition, business socialisation and sign off, end to end data integrity and quality, user testing, training and launch activities pertaining to Banking and Payments.

  • Through the platform changes the role holder will directly contribute to the client experience, Banker efficiency, new Product launches, Product team efficiency and managing/reducing regulatory/process risk. Role holder will work closely with the respective FO teams, Investments product desks and all other functional partners in conceptualizing and executing key process redesigns, improvements and automation projects due to changes in the regulatory or market environment and/or as voluntary efficiency and client experience enhancement agenda.

  • The role holder will support in ensuring that Banking and Payments products comply with Group-wide standards including Security and Fraud (including Trusted Banker Review), Legal, Design, Marketing, Conduct Risk, Financial Crime, Data Privacy, Operational Risk, Business Assurance, Compliance, Information Risk and Business Continuity requirements.

• Business Support

  • Along with Business Risk and CCO teams, provide guidance and support to front office on procedures/issues.

  • Front Office Procedures Management – Managing the front office procedure documents, keeping them up to date amidst BAU process changes, evaluating strategic alternatives for the manuals, i.e. storing client journeys on the intranet for information along with supporting documentation

  • Complaints Management – Ownership of complaints policy for PB India which includes complaint logging, escalations and coordination with Bankers & PBEs, coordination with global QA teams, etc.

  • Digital – Own and drive registration handholding for clients, testing of new features and changes prior to rollout etc.

  • Client advocacy support – facilitation of the annual client survey for India, coordination with Bankers /PBEs and senior management.

  • Coordinating with Legal & Compliance for non-product related client facing documentation and communication.

  • Intranet Content Management on processes and documentation related to Front office - Managing the PB India share point site, frequent updates, and campaigns.

  • Management of client facing collateral – maintenance of account opening forms and agreements with respect to changes, version management, vendor coordination, inventory management etc.

Stakeholder Management and Leadership

The role holder must have the ability to work effectively with Barclays internal and external stakeholders such as top management, legal, compliance and technology at all levels. He/she must also understand the expectations of all stakeholder groups and individuals and put measures in place to monitor against stakeholder expectations and formally review these with stakeholders to ensure their requirements are met.

Decision-making and Problem Solving

Risk and Control Objective

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

Person Specification

The right candidate will be change and action orientated individual with a focus on continuous improvement in all areas of responsibility. The ideal candidate will be highly energetic and delivery focused, with the ability to handle a varied portfolio of initiatives and a high workload to deliver quality results with a challenging but positive and influential style, and ability to work for extended hours (e.g. attending meetings or conference calls on a regular basis after office hours).  A relationship builder with a reputation for integrity, evoking rapid trust and confidence in clients, colleagues and having excellent written & verbal communication skills with all levels of staff.

Essential Skills/Basic Qualifications:

• Proven track record in technology intensive Business Process Design and Analysis and in the BFSI domain

• Proven track record of Project Management and Client Service Delivery.

• Ability to effectively communicate and interface with Senior Management personnel and global stakeholders

• Practical understanding of relevant regulatory and legal environment

• Graduate in any discipline

Desirable skills/Preferred Qualifications:

• Knowledge of emerging technologies and their applications.

• Very good understanding of Investment Products and Security Market Operations
  

You will be assessed on your ability to

• Evaluate circumstances, consider alternatives and weigh pros and cons before making decisions

• Use critical-thinking skills to reach objective conclusions.

• Be able to make decisions under pressure.

• Opt for a “problem-solving” attitude, as opposed to a “that’s not my job” approach.

• Help teams overcome obstacles.
  

Job location is Mumbai

Purpose of the role

To support the organisation, achieve its strategic objectives  by ensuring the business is ready to receive the agreed change (address business problems and opportunities), ensuring that change initiatives are successfully assessed and implemented to enable them to be embedded in the organisation.  

Accountabilities

• Identification and analysis of business impact and opportunities that require change within the organisation.
• Development of business readiness strategies that will help to ensure the successful implementation of change initiatives.
• Communication with stakeholders, including senior management, project teams, and external partners, to ensure that they are informed about change initiatives and that their needs and expectations are being met.
• Collaboration with Client Readiness, Operational Readiness & Tech Delivery to ensure business, sales, operations, client servicing and functional partners are prepared for a smooth transition of technology delivery into BAU (including Target Operating Model, Training, Communications, Service Agreements.) .
• Management of resistance to change, ensuring that stakeholders are engaged and that their concerns are addressed.
• Review of business readiness plans and status reports in conjunction with change delivery managers to ensure business readiness activities completed on time including newly identified risks, issues and dependencies.
• Collaboration with project teams to ensure that change initiatives are aligned with project objectives and that change management activities are integrated into project plans.
• Provision of guidance and support to business stakeholders, ensuring that they have the necessary skills and knowledge to implement change initiatives successfully.

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.