Senior Change & Controls SME – Telephony Ops

Barclays; Northampton; On-site; GBP 55,000 - 75,000; Full time

Job summary

Barclays Acquiring Change & Controls SME in Northampton is a key expert ensuring risk and control activity across the telephony operation. You will partner with operational teams, stakeholders and support functions to embed regulatory and policy requirements while identifying opportunities for process improvement.

You will support change activity, analyse performance and customer outcomes, and contribute to governance, incident management and root cause analysis within a fast-paced environment.

Qualifications

• Experience identifying, assessing and mitigating operational risks within a robust control environment.
• Exposure to operational change activity from design through to implementation and embedding.
• Effective relationship-building skills and a collaborative approach to working with stakeholders across the organisation.
• Excellent verbal and written communication skills, with the ability to simplify complex information and present meaningful insights.
• Analytical thinking with the capability to identify root causes and support effective solutions.
• Good organisational skills, with the capability to manage multiple priorities and meet deadlines.

Responsibilities

• Provision of customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner.
• Collaboration with teams across the bank to align, promote, and integrate customer care initiatives.
• Management and maintenance of customer records and documentation to ensure accuracy.
• Participation in training and development initiatives to improve customer skills, knowledge, and services.
• Identification of industry trends and developments related to customer service to implement best practice in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner.
• Execution of customer service activities through various communication channels including chat, email, and phone.

Skills

Operational risk

Change management

Stakeholder mgmt

Communication skills

Analytical thinking

Organizational skills

Job description

Barclays Acquiring Change & Controls SME in Northampton is a key expert ensuring risk and control activity across the telephony operation. You will partner with operational teams, stakeholders and support functions to embed regulatory and policy requirements while identifying opportunities for process improvement.

You will support change activity, analyse performance and customer outcomes, and contribute to governance, incident management and root cause analysis within a fast-paced environment.