We are now seeking a Moment Banking Director who will be responsible for the complete operational and strategic leadership of Moment Banking in a designated SkyBranch UK Site, across Voice and Non Voice capabilities, indirectly managing up to 500FTE Colleagues to deliver 24/7 service excellence in support of the SkyBranch strategy.
Critically, the role holder will drive best in class customer and user experience (as measured currently through Net Promoter Score) drive true empowerment, create a relentless, consistent, FPOC service model and champion the most effortless experience for the Customer
This senior leadership role requires a continuous improvement approach which nurtures a culture of service that goes beyond the basic requirements of the organisations stated process and procedures, measuring success as taking care of the total needs of the Customer. The role holder’s exemplar operational leadership of operating metrics, Colleagues, Leaders and the Support Teams will provide the platform to concentrate the power of the team solely on the Customer.
The successful Moment Banking Director is continually engaged and a role model in in inspiring their team, stakeholders, internal and external influencers, to continually go-beyond the Customers’ expectations – measured by Customers themselves - of service excellence and as a result will create a new standard in best practice
The successful candidate will possess the following:
Significant leadership experience gained in results driven, customer centric role at Senior Leadership / Executive / Board level in a complex, multi-site organisation.
A transformational leader with a history of working with large multi-functional teams across multiple sites over a significant period.
Strong influencing skills at a senior level; demonstrable experience of having used these skills.
Strong relationship building skills and ability to work effectively as part of a team.
Flexibility to work across multi-site operations, including regular time with Stakeholders in key locations.
Experience of leading, directing and managing a senior team to develop and grow ability to ensure resources are available to deploy to meet operational requirements, with a focus on 5C performance.
Ability to develop interfaces and manage relationships with key internal and external stakeholders at Senior Manage/Board level, integrating operational plans with those of other units for the benefit of Barclays.
Demonstrates a proven extensive track record of strong commercial and financial acumen to enable the production of business cases, management of large operational
Evaluates performance and plans continuous improvement.
Cultivates an environment where people skills, systems tools and process management contribute to a first class customer experience.
Proven track record in managing successful quality and performance initiatives and understanding Contact Centre Specialist & Management behaviours.
Proven track record in sales performance delivery and a proven ability to identify performance improvements in customer handling, presentation and self and peer evaluation techniques through monitoring and coaching to success
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