The Company is seeking a Vice President - Customer Care Lead to oversee the resolution of customer queries and issues, with a strong focus on personalizing interactions across various communication channels. The successful candidate will be responsible for creating a culture of exceptional customer service, acting as an ambassador for the company, and driving customer satisfaction to positively influence NPS. This role involves the day-to-day management of the business, including the development and execution of effective business plans, market research to identify opportunities, and the cultivation of a resolution culture where customer advocacy is paramount. The Vice President will also be accountable for the operational performance of the customer care unit, ensuring adherence to operational and risk frameworks, and fostering a culture that prioritizes building deep relationships with customers. Applicants for the Vice President - Customer Care Lead position at the company should have a graduate degree, preferably an MBA or PGDBM, and a proven track record of leading large teams, particularly in the customer service or financial services BPO sector. Experience in AML operations, transformation, and automation is highly valued. The role requires a leader who is adept at managing and mitigating risks, demonstrating leadership in risk management, and is well-versed in quality, lean, and Six Sigma methodologies. Familiarity with RPA and experience in leading robotic projects is a plus. The ideal candidate will be a subject matter expert in their discipline, with the ability to guide technical direction, and will be expected to embody the company's values and mindset.

Hiring Company

Barclays Corporate Banking