FEATURED JOBS
- Senior Account Manager - IB Transaction Solutions (VIC/TAS)
National Australia Bank
Oceania, Australia
Popular Searches
RESOURCES
Senior Manager - Global Trade Customer Experience and Service Delivery Job Details
<< Back
Vacancy has expired
Show me jobs like this one
| Senior Manager - Global Trade Customer Experience and Service Delivery (Ref: 00051768) | |
| Sector, Sub Sector: | Other |
| Compliance Type: | Regulatory/Compliance |
| Expertise: | - |
| Company: | Barclays |
| Location: | London Europe, UK |
| Employment Type: | - |
| Job Description: |
Overall Job Purpose Trade Finance is a core business for Barclays with an existing presence across 25 Barclays Corporate countries. The strategy requires an integrated Trade Finance business that leverages the BarCap global footprint to optimise income. As part of that strategy Barclays will differentiate itself from its competitors through world class Service delivery for its Trade Finance business customers This is a key role in ensuring Trade Finance customers have a world class service experience with seamless and timely end to end delivery through Front, Middle & Back office. Working with the Trade Stakeholders (including but not limited to Infrastructure, Product, Credit, Risk, Legal, Compliance etc.) so that business evolves into a top tier Global Trade Finance Bank and achieves the aggressive sales targets in place for 2011 and beyond. The incumbent will have responsibility for taking ownership of the service delivery across current BarCorp Trade markets on a global basis. Currently covering UK, Spain, France, Italy, Portugal, Pakistan, India and UAE together with new markets such as Singapore, Hong Kong and Germany as they became BAU markets. The candidate will have first class interpersonal and presentation skills, excellent project and stakeholder management skills, the ability to quickly review existing as well as new Processes/Operating models and point out the areas of improvements, concerns or potential control issues. They will be comfortable dealing with senior management on a daily basis, convince others of their point of view with proper facts and data. They will be adept at building rapport with colleagues at all levels across the BarCap and BarCorp countries. Key Accountabilities Business Strategy and Design 25% - Provide input and facilitate Global Trade Operating Model and Customer Service Excellence Strategy - Liaise with Front office to represent their input and resolve any concerns on Strategic Operations issues - Own and drive Trade Product channel Strategy Stakeholder Management 10% - Work across Front, Middle, Back office and Trade Product areas within BarCorp to drive successful service delivery to the customer - Build close working relationship with Infrastructure, Credit, Risk, Legal, IT and compliance teams Customer Service Excellence 45% - Agree and maintain SLA document across Trade Product, Front, Middle and Back office - Monitor delivery against these SLAs while making sure appropriate reporting mechanism are agreed and are in place; make any suggestions for improvements and resolve any issues by working across different area - Work with the appropriate stakeholders to get agreement and deliver Trade Product Channel Strategy - Work with the BarCorp offices globally to make sure best practices are shared and applied across all offices. - Participate in BAU service reviews as required - Work with Technology Service Managers and other Stakeholders as may be necessary to resolve any day to day customer service issue. Look out for any persistent / repeating problems within same area or across different areas and suggest improvements to the policy and procedures. Project Management/Coordination 20% - Provide input and complete business cases to enable launching of formal projects by change team - Proactively participate in change projects as Business owner and guide the project team in the direction aligned with Business strategy - Escalate or facilitate resolution of any issues as needed by the change team |
| Job Ref No: | 00051768 |
