Job Description
Purpose of the role
The GTSM Service Management Performance Lead is a key role that will;
- Direct a portfolio of business, vendor and workforce management within GTSM to deliver the highest quality service management offering in a highly reliable, efficient and financially sustainable manner
- Lead project teams across GTSM to establish processes and optimise outcomes through the identification, design and implementation of people and colleague agenda in alignment with broader Group Technology organisational strategic plans
- Guides performance improvement, cultural focussed programmes and initiatives over the short to long term to achieve tagerted outcome metrics, and provide business intelligence to sustain the gains
- Drives change across functional areas using a broad range of skills to set goals and hold others accountable to achieve targeted outcomes in a controlled and systemic approach
- Analyse data relating to people, process, vendor and financials that will inform the strategy to drive improvement across the group
- Lead the effort to cover financials, workforce strategy, performance mgmt. governance and drive the colleague agenda
Accountabilities
- Establishment of KPIs to measure the success and impact of specific transformation programmes, and actively monitor KPIs to identify the ongoing effectiveness of the initiative, improvement areas with the IT service management framework, and mitigate any potential issues.
- Analysis of emerging IT service management tools and platforms to discover if they can support the banks transformation goals and future needs.
- Manage the selection and seamless implementation of new tools and platforms into the IT service management processes, while overseeing the migration of data from legacy systems, to improve system efficiency and reduce manual workload.
- Development and communication of change management strategic initiatives, visions and goals through workshops, sessions, and various communication channels to highlight the benefits and impact of modernising, transforming, and future-proofing the way the bank delivers and supports its technology services.
- Prioritisation of the bank’s initiatives based on their impact on the bank’s goals, resource availability and feasibility, and develop and monitoring a clear execution plan for each transformation project to ensure a successful implementation.
Director Expectations
- To manage a business function, providing significant input to function wide strategic initiatives. Contribute to and influence policy and procedures for the function and plan, manage and consult on multiple complex and critical strategic projects, which may be business wide..
- They manage the direction of a large team or sub-function, leading other people managers and embedding a performance culture aligned to the values of the business. Or for an individual contributor, they lead organisation wide projects and act as deep technical expert and thought leader, identifying new ways of working and collaborating cross functionally. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
- Provide expert advice to senior functional management and committees to influence decisions made outside of own function, offering significant input to function wide strategic initiatives.
- Manage, coordinate and enable resourcing, budgeting and policy creation for a significant sub-function.
- Escalates breaches of policies / procedure appropriately.
- Foster and guide compliance, ensure regulations are observed that relevant processes in place to facilitate adherence.
- Focus on the external environment, regulators, or advocacy groups to both monitor and influence on behalf of Barclays, when appropriate.
- Demonstrate extensive knowledge of how the function integrates with the business division / Group to achieve the overall business objectives.
- Maintain broad and comprehensive knowledge of industry theories and practices within own discipline alongside up-to-date relevant sector / functional knowledge, and insight into external market developments / initiatives.
- Use interpretative thinking and advanced analytical skills to solve problems and design solutions in often complex/ sensitive situations.
- Exercise management authority to make significant decisions and certain strategic decisions or recommendations within own area.
- Negotiate with and influence stakeholders at a senior level both internally and externally.
- Act as principal contact point for key clients and counterparts in other functions/ businesses divisions.
- Mandated as a spokesperson for the function and business division.
All Senior 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.
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.
Key Accountabilities
- Leads highly complex projects requiring facilitation and collaboration across organisational functions.
- Regularly works on highly complex issues or problems which require analysis of unique issues/problems without precedent and/or structure.
- Exercises a high level of judgment in selecting methods, techniques and evaluation criteria for obtaining results.
- Provides leadership in establishing partnerships with program stakeholders within GTSM, and with other organisational units.
- Establishes operational objectives and work plans.
- Provides strategic oversight and a framework for transformation to operate with success
- Develops strategies for transformation efforts to remove barriers to achieve goals/business outcomes
- Provide support, assistance, coaching and mentoring to staff to help identify process improvement projects, sharing expertise to ensure successful programme implementation and operational excellence.
Essential Skills/Basic Qualifications
- A proven leader who has worked in complex operating environments. The candidate will ideally have had previous experience within a similar sized environment
- Extensive experience of analysing data to understand the current state of the business identifying new opportunities to enhance the value proposition.
- An ability to inspire and influence individuals across the business whilst driving people focussed transformation.
- A curious mindset, passion for continuous improvement, people development and the knowledge and know how to question and challenge current states through effective communication
Desirable skills/Preferred Qualifications
- Experience within financial service
- Lean management/ Six Sigma experience
- Experience with enterprise systems management toolsets and systems
