Business Oversight Compliance, Customer Care

Barclays UK; Greater London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading financial institution in London seeks a Vice President in Customer Care, Business Oversight Compliance. The role involves providing expert oversight on compliance matters, assessing risks, and managing key compliance initiatives in a post-Consumer Duty environment. The ideal candidate will have strong policy advisory and oversight capabilities, along with an ability to navigate compliance technology and regulatory frameworks. Expect a fast-paced, collaborative environment with opportunities for strategic input.

Qualifications

• Proven expertise in policy advisory and oversight.
• Strong understanding of the regulatory landscape and compliance expectations.
• Curious mindset with a drive for continuous learning.

Responsibilities

• Provide data-led expert oversight and check and challenge on business and compliance matters.
• Identify and assess compliance risks through thorough reviews.
• Conduct investigations of compliance risk events or breaches.

Skills

Policy advisory expertise

Oversight capabilities

Compliance technology knowledge

Risk management expertise

Analytical thinking

Collaboration skills

Job description

Join us as a Vice President in Customer Care, Business Oversight Compliance where you will bring proven expertise in policy advisory and oversight, with a strong ability to navigate legal infrastructure, regulatory frameworks and practical understanding of embedding consumer duty while maintaining a sharp perspective on conduct risks, systems and controls and governance.

Working closely with the First Line of Defence, other compliance colleagues, and internal audit, you’ll be part of an expert team providing end to end support for the Customer Care function. This entails offering robust, proportionate, and pragmatic check and challenge to strengthen key controls, oversight forums and supporting business initiatives. You will apply your knowledge of regulatory landscapes, current and emerging conduct risk topics, consumer duty, and issue assessment to drive improvements, while fostering a curious mindset and building connections across the Bank. This role is vital in establishing and maintaining a genuine partnership with the business, cementing compliance with trusted adviser status. The role will be supporting a blend of reactive issue management, proactive initiative support and business oversight. Therefore, strategic prioritisation will be a key attribute.

To be successful as a Vice President in Customer Care, Business Oversight Compliance the ideal candidate must have:

• Policy advisory expertise and strong oversight capabilities and the ability to understand and navigate complex legal infrastructure.
• Informed perspective on challenges and opportunities for a Customer Care function in a post-Consumer Duty environment, risk management expertise and solid knowledge of associated compliance technology and systems.
• Deep understanding of the regulatory landscape and compliance expectations for a Customer Care function and skilled in assessing issues, pragmatically and providing proportionate and actionable recommendations.
• A curious mindset with a drive for continuous learning and strong ability to connect and collaborate across the enterprise.

This role will be based in London with 3 anchor days, Wednesdays, Thursdays and Fridays.

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

Purpose of the role

To provide data-led expert oversight and check and challenge on business and compliance matters to evidence that the organisation is operating in a compliance with Barclays legal, regulatory and ethical responsibilities.

Accountabilities

• Identification and assessment of compliance risks through thorough reviews of business activities, changes, processes, testing and systems to.
• Identification and investigation of potential market abuse, including but not limited to, Insider Dealing, Unlawful Disclosure, Market Manipulation or Anti-Competitive Conduct.
• Conduct investigation of compliance risk events or breaches. Oversight and check and challenge of corrective actions and preventative measures to avoid future occurrences.
• Implementation of compliance policies and procedures in line with regulatory requirements and ensuring that the bank’s internal policies are aligned with international standards, including jurisdictional requirements.
• Collaboration with 1LOD, other relevant Compliance teams and legal, and relevant risk management functions to facilitate a comprehensive approach to compliance and risk management.
• Identification, investigation and oversight of potential money laundering, terrorist financing or other financial crime.

Vice President Expectations

• To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and expedite breaches of policies/procedures.
• If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements.
• 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 be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions.
• Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
• Manage and mitigate risks through assessment, in support of the control and governance agenda.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
• Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
• Adopt and include the outcomes of extensive research in problem solving processes.
• Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills 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.