AVP - Training & Quality

Join us as AVP Training & Quality, where you will play a pivotal role in reviewing end to end process journeys with the aim to recommend strategic and tactical changes to deliver improved end customer experience and enable reduction of Customer complaints.

To be successful as AVP Training & Quality you should have experience with:

• Considerable Experience of working in a Customer Service Environment in a lead role

• High Performance track record throughout career

• Considerable experience working in a global organisation in a supervisory position preferably spanning 3rd party vendor management, and/or technology automation and continuous improvement environment

• Good understanding of Contact Centre processes and systems across the entire Customer lifecycle

• Proven customer service/ liaison skills in dealing with clients and customers at all levels including difficult and demanding stakeholders

• Experience of delivering service improvement / automation activities ensuring change can be delivered into service / supply without impacting stability

• The successful candidate should be able to provide sound, pragmatic solutions to stakeholders at all levels within the organisation.

• Able to quickly absorb and assimilate large amounts of technical and business information to identify the most appropriate course of action to ensure consistent quality

• The successful candidate should be willing to take tough decisions and able to challenge conventional thinking

• The successful candidate will have personal resilience to change. 

• Able to keep up to date with general technology advances, in order to provide innovative ideas for Service Improvements. Ability to articulate and discuss technology issues with business and technology stakeholders

• Excellent communication and presentation skills, both written and oral.

Desirable skillsets/ good to have:

• Conceptual thinking

• Strong people management and motivation skills

• Track record of achieving results through managing teams in an operational/training/quality environment

• Excellent Story telling based on analytical research

• Experience in Managing larger spans

• Stakeholder Management Skills

You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role will be based out of Pune.

Purpose of the role

To educate and upskill operational colleagues through training, coaching and knowledge transfer initiatives. 

Accountabilities

• Development of training programmes, workshops and other initiatives to coach and support the knowledge transfer and skill development of the banking operational teams/colleagues.
• Monitoring the effectiveness of training programmes and making recommendations for improvement.
• Identification of industry trends and developments to implement best practice in learning and development.
• Execution of training needs assessments and collaborating across the bank to identify gaps in knowledge and skills.
• Participation in projects and initiatives to improve operational efficiency and effectiveness in relation to learning and development.
• Identifying risk and issues internally within team and ability to escalate appropriately.
• Maintain Barclays branding, ensuring all materials are reflective of the standards; adhering to Barclays governance, standards and policies.

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.