Director USCB Fraud Ops BX India

Overall purpose of role

• A key influencer in driving the day-to-day deliverables of the USCB COO, including managing central organization of the function and co-ordinating executive responses on behalf of COO
• Lead a global matrixed operations team that supports Fraud and Disputes claims
• Working with the wider Consumer Banking and Payments to support the implementation of the respective   strategies, ensuring the team delivers commercial, value add solutions that are truly aligned to the overall business strategy
• Own key engagement initiatives as required.
• Ensure Adherence in the area of controls – quality - regulatory compliance – risk management and process guidelines.
• Provide leadership and execution in the area of innovation – transformation – and capacity creation.
• Ensure the team in India continues to represent and grows the value proposition for USCB, and overall stake-holder management.
• Provide people leadership and develop / grow the talent in the team in India. 

Key Accountabilities

This role will be a hands On “In Person ( Pune Office ) Presence in US Timings of Approx. 6 PM-4 AM IST”. 

• Real Time availability in US Timings to drive in person leadership of the team, and US Stake-holder interactions.
• Support the US Cons. Bank for Fraud Operations, with its existing team of 300+ resources and all additional intakes into the Pune Fraud Operations site.
• Additionally provide leadership oversight for any other USCB Ops function that are supported in Pune, like US Product Owners for IVR and AWS.
• In addition forward looking initiatives that could result in USCB presence in Pune will also be supported by this leader.
• The leader will also provide on-site interface and collaboration with the USCB Technology team based in Pune. This would entail arenas like progressing the Transformation agenda with interface and collaboration with the technology team.
• Where necessary, flex the priorities and focus areas of the team to reflect those of the business head while also providing consistent delivery and high-quality support on longer term commitments.
• Drive and maintain close, effective collaboration with multiple functions and partners including Product, Fraud Strategy, Control Operations, Chief Controls Office, Compliance, Internal Audit, and Technology
• Respond to priorities and requirements for activities with executive leadership and key stakeholders across the wider Barclays International businesses as appropriate
• Support the COO in fulfilling his/her responsibilities as Accountable Executive (AE) for various programmes, initiatives and/or Forums, deputising when required.
• Set clear objectives and performance expectations for all team members and work with individuals to ensure they achieve their potential and career aspirations can be realised.
• Set an example for the day-to-day demonstration of Barclays values and behaviours.
• Develop, coach and influence to maximise overall team performance - embedding the optimal operational model across Consumer Banking and Payments leveraging of matrix teams.
• Build a culture to deliver performance consistent with the values and be a role model for driving cultural change
• Support the production of high-quality materials for the USCB COO that convey messages effectively to a senior audience
• Review, analyse and interpret data to tell a story / show progress across several key deliverables and projects
• Manage and coordinate communications, partnering with internal communications and HR
• Working with the respective EA, manage and coordinate executive team meetings and offsites
• Manage and contribute to staffing – capacity planning.
• Proactively identify service delivery failures and escalate issue/impact to appropriate business owners
• Ensure Colleague well being and people engagement are best in class.

• “Banking Financial Services”, with at least 10 years in senior supervisory roles.

Essential Skills/Basic Qualifications:

• Expertise : At a minimum must have demonstrated subject matter expertise in US Fraud Operations.
• Operating Span Leadership : Must have directly led an “operating” team of minimum 300 FTE.
• Demonstrated expertise in Capacity Planning, Scheduling and Staffing.
• Must have a demonstrated capability to lead both Voice and Non Voice operating teams in the US Fraud Domain.
• Must have demonstrated capability with On-shore Stake-holder management.

Desirable skills/Preferred Qualifications:

• Ability to thrive in a highly complex operating environment and with a variety of tasks and challenges
• Excellent people management skills, strong negotiations skills, excellent interpersonal skills
• Ability to think Innovative/creative/visionary and forward to find solution to optimize and develop the business (needs) as well as ability to remove barriers to change.
• Experience of working in a multi-cultural environment
• Will require a good understanding of Consumer Banking and Payments products/ policies/ plans/ objectives to pro-actively embrace systems/ procedure changes within the function. Outstanding knowledge of key Operations processes, roles and responsibilities across the entire Customer lifecycle. Will require extensive knowledge of the impact of short, medium and long-term plans of the business and the effects of them on other functions. To implement the plans in the most effective and holistic manner.
• Demonstrable experience of working within a highly regulated environment along with a sound understanding of the current environment.
• Experience of working in with other areas of the business to obtain an understanding of Commercial, Optimization, Front and Lending practices and the operational requirements of the business.
• Ability to coach leadership team members and to facilitate the effective ways of working
• A true business partner financially literate and able to understand and contribute to the business discussions
• Politically astute and able to understand the dynamics of a large, complex organisation

Purpose of the role

To manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators. 

Accountabilities

• Identification of trends and opportunities to improve areas and develop new process and procedures through the monitoring and analysis of operation data and performance metrices.
• Management of operations for a business area and promote efficient processes, risk management and compliance initiatives to support the bank's operations.
• Collaboration with internal stakeholders (including business leaders, project manager and SMEs) and external stakeholders (including vendors and service providers) to support business operations and promote alignment with the bank's objectives and SLAs.
• Management of operational professionals and provide guidance, coaching and support to improve colleagues' delivery quality.
• Management and development of KPIs to measure the effectiveness of operation functions, utilising data and technology to support the identification of areas that require improvement.
• Compliance with all regulatory requirements and internal policies related to customer experience.
• Creation of a safe environment for colleagues to speak up, actively and regularly encourage and solicit feedback to ensure people agenda remains focused on the right areas.
• Management of attrition by working closely with HR in implementing retention initiatives for work force.

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.