BFA VP Operations

Job Description

Business Area: COO & FunctionsArea of Expertise: OperationsContract: PermanentJob Title: BFA VPThe position holder is required to provide in-person and hands on leadership to the operations business unit. The position holder is required to work US shifts along with the teams with rotating offs and depending on the shift patterns, some Sat and Sun night shifts will be working. The position holder will be responsible for US Collections Stake-holder management and daily interactions with the US Collections team. These interactions happen typically between 9 PM IST and 4 AM IST.The Role necessitates the responsibility to ensure the Operation is compliant with US/UK Debt Collections Laws, and BFA US/UK Collections & Risk directives.Drive a culture of continuous improvement. Maintain effective working relationships with key external stakeholders of the different business clusters as well as BGSC internal stakeholders. Fully responsible for P&L of all the managed businesses.Given that this role caters to multiple subunits and hence multiple stakeholders, it is responsible for managing all the stakeholders and their expectations.There are also additional responsibilities to be discharged as part of this role and it includes managing regulatory requirements, delivering Business initiatives, owning the key strategic priorities of co-location, creating ops of the future enabled through RPA / strategic automations.Lead, manage and motivate operations managers & team managers within the community and responsible for the site s performance against a number of key metrics including customer satisfaction, employee satisfaction, compliance with statutory requirements and operational efficiency.What will you be doing Service DeliveryThis is a highly metric driven operation where Key Metrics are tracked hourly, daily, weekly, monthly. Delivery of metrics vs targets at an hourly, daily, weekly and monthly rigor is critical. Key Metrics are NPS, Collections Opportunity Captured, Promise Rate, Kept Rate, Quality and Compliance, Wrap, Handle times, Schedule Adherence, Log In Hour delivery.Team Managemento Provide hands on and in-person leadership to the managers and management oversight for issue resolution o Drive a strong Values driven culture within the Business Unit aligned to Barclays Purpose Values & Behaviouro Own the Talent Development plan for the business and ensure that the right level of investment in made in our Top Talent to groom for bigger & better roleso Formulate a clear Succession plan and invest in manager development activities Build a strong leadership pipelineo Actively lead sharing information, learning and knowledge- consistently looking for opportunities to benchmark and gain intelligence within own sector/ professional domain.o Own the resource management plan for the business and Ensure smooth induction of new hires in the team.o Demonstrate strong communication skills within the team-Build effective communication channels to ensure open communication and address issues/ concerns raised by the team.o Create an environment that encourages staff retention; high levels of staff engagement and ensure employee satisfaction shows a year on year improvemento Embed a culture of regular reviews and performance management aligned to Barclays standardsStake-Holder Managemento The Position Holder is the key person responsible for Stake Holder management and accountable for Stake-holder feedback. o Proactively engage/agree plans and outputs with leadership in the customer sending business units (covering Transitions, Service Delivery, Performance Improvements, Issues Resolution and Complaints) o Establish and maintain strong and effective working relationship with key stakeholders across businesses served.o Work with the functional owners to ensure cohesion between individual and departmental goals.o Represent BGSC and the Business unit during senior stakeholder visits for the Business Unito Frequently need to present to senior stakeholders on business ideas and challenges and needs to display ample influencing and reasoning skills to arrive at logical agreementsControls and Complianceo Ensure adherence to and compliance with governance, risk policies, procedures and compliance policies.o Manage the RCA processo Ensure compliance to all specified controls; conduct checks and attestation processesWhat we re looking for:o Hands on operating leader experience at a senior managerial level of working with teams across multiple processes and sites. o Excellent track-record during past work experience; stability in previous jobs.o Graduate OR Post graduate degree in any discipline.Skills that will help you in the role:o Demonstrated strong leadership skills through established coaching technique and aware of continuous improvement methodologies.o Experienced leader with good people understanding through available support framework.o Strong industry understanding and hold of business processes and operating procedures.o Understanding of relevant legislation and other regulatory requirements.o Experience in process design /redesign and associated tools such as LEAN, six sigma.o Exposure to strategic planning.o Experience of working in large, complex organisations and across different cultures.,

Keyskills :
staff retentionkey metricsissue resolutionbusiness unitsbusiness ideasservice deliverystrong communication skillsprocess designnew hiresmultiprotocol label switching mpls