Head of Customer Care Compliance

• In depth Compliance knowledge in retail financial services
• Understanding of the FCA handbook, including Consumer Duty
• Excellent stakeholder management skills
• Strong leadership, managing teams across a multi-site environment

Purpose of the Role

To provide data-led expert oversight and check and challenge on business and compliance matters to evidence that the organisation is operating in compliance with Barclays legal, regulatory, and ethical responsibilities.

Accountabilities

• Identification and assessment of compliance risks through thorough reviews of business activities, changes, processes, testing, and systems.
• Identification and investigation of potential market abuse, including but not limited to Insider Dealing, Unlawful Disclosure, Market Manipulation, or Anti-Competitive Conduct.
• Conduct investigation of compliance risk events or breaches. Oversight and check and challenge of corrective actions and preventative measures to avoid future occurrences.
• Implementation of compliance policies and procedures in line with regulatory requirements and ensuring that the bank’s internal policies are aligned with international standards, including jurisdictional requirements.
• Collaboration with 1LOD, other relevant Compliance teams and legal, and relevant risk management functions to facilitate a comprehensive approach to compliance and risk management.
• Identification, investigation, and oversight of potential money laundering, terrorist financing, or other financial crime.

Director Expectations

• 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.
• 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. For an individual contributor, lead organisation-wide projects and act as a deep technical expert and thought leader, identifying new ways of working and collaborating cross-functionally. 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 one's own function, offering significant input to function-wide strategic initiatives.
• Manage, coordinate and enable resourcing, budgeting, and policy creation for a significant sub-function.
• Escalate breaches of policies/procedure appropriately.
• Foster and guide compliance, ensure regulations are observed and relevant processes are 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 one's own area.
• Negotiate with and influence stakeholders at a senior level both internally and externally.
• Act as the principal contact point for key clients and counterparts in other functions/business 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.