{"id":1135518,"url":"https://alion.io/job/barclays-vice-president-customer-care-lead-2","title":"Vice President - Customer Care Lead","company":{"id":12541,"name":"Barclays","domain":"home.barclays","url":"https://alion.io/company/barclays-uk","size_band":"5000+","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Workday","truth_index":{"grade":"A","score":95,"open_postings":123,"ghost_share":0,"stale_share":0.374,"repost_share":0.049,"time_to_fill_p50_days":13,"computed_at":"2026-09-23T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":73000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":187},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-23T07:42:05Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-23T04:41:58Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Description\nPurpose of the role\nTo provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels. Focused on understanding our customers world and providing exceptional customer service.\nAccountabilities\nCustomer service to create excellent customer satisfaction and positively influence NPS (Net Promoter Scores), act as an ambassador for Barclays externally and internally, creating connections and growth for customers.\nIdentification and maintenance of active performance management standards across the team, communicating to and inspiring colleagues to be commercially minded, achieve goals and expectations, measure them frequently and honestly to ensure personal growth and support early identification and intervention where required.\nDay to day running of the business, using internal and external insights to develop an effective business plan, making evaluative judgments to support customers with their financial needs and drive long term sustainable revenue growth in your area.\nMarket research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.\nCultivation of a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact.\nCreation of an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues and Outcomes.\nOperational performance of allocated sites and surrounding touchpoints. Ensuring operational and risk frameworks are adhered to for all direct reports, including observations.\nCreation of a culture which enables focus on building deeper relationships with customers and contribute to the overall success of Barclays.\nVice President Expectations\nTo 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 escalate breaches of policies/procedures..\nIf 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..\nIf 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..\nOR 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..\nAdvise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.\nManage and mitigate risks through assessment, in support of the control and governance agenda.\nDemonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.\nDemonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.\nCollaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.\nCreate 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.\nAdopt and include the outcomes of extensive research in problem solving processes.\nSeek 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.\nAll 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.\nStep into the role of a Vice President - Customer Care Lead. At Barclays, we’re more than a bank we’re a force for progress and help craft innovative solutions. You will be running an operations unit within Barclays, across cities and sites, managing process performance in line with agreed SLA and targets. You will be driving a culture of continuous improvement and maintaining effective working relationships with key stakeholders within BGSC and related customer business areas.\nTo be successful as a Vice President - Customer Care Lead, you should have experience with:\nFamiliar with MS Office and able to use the desktop computer, Proficient in using various communications channels.\nGraduate in any discipline, preferably an MBA/ PGDBM from a reputed institute with relevant years of work experience with a senior managerial level of leading large teams across multiple processes.\nPrior experience in Customer Service preferred. Experience with leading Financial Services BPOs/Large BPO setup is desirable.\nExcellent track record during past work experience; Stability in previous roles.\nPrior experience of leading AML operations for retail or MSME either in banks or fintech.\nHead Count of 80 -100+ managed as a people leader.\nExperience of running transformation and automation on AML operations will be added advantage.\nShould be flexible for any shifts and work on Indian holidays.\nSome other highly valued skills may include:\nShould be well versed with Quality, Lean, Six Sigma methodology.\nKnowledge about RPA and hands on experience on leading robotic projects.\nFamiliarity with BUK Operations and aligned functions under its remit.\nYou may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.\nThis role is based in our Pune office.","description_format":"text","description_chars":6845,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Credit Cards","Wealth Management","Lending","Payments"],"lifecycle":[{"event":"open","at":"2026-09-23T07:42:05Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":13,"reasons":["conf:5","win:early","comp:brand"],"computed_at":"2026-09-23T13:13:18Z"},"pay":null,"html_url":"https://alion.io/job/barclays-vice-president-customer-care-lead-2","json_url":"https://alion.io/job/barclays-vice-president-customer-care-lead-2.json","meta":{"generated_at":"2026-09-23T13:13:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}