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Job Title: COO Barclays Mortgage Operations

Corporate Grade:: Director

Reports to (Line Manager’s Job Title): Managing Director, Lending Operations

Direct Reports: 3

Primary Location: Northampton, Glasgow or Manchester

Barclays Overview

Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.

We are an equal opportunity employer and we are opposed to discrimination on any grounds.

Working Flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.

Hybrid Working

We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances.

Please discuss the detail of the working pattern options for the role with the hiring manager.

About Barclays Execution Services

Barclays UK COO is part of BX and responsible for delivering operations and technology services to Barclays UK through our Transactions Cycle model that allows us to operate in a more collaborative, transparent and consistent way. The Barclays UK strategy of #customer obsessed, colleague obsessed, outcome obsessed focusses on deepening relationships with customers and making their experience with Barclays much simpler. The Barclays UK societal purpose is about giving customers the confidence to achieve their ambitions.

Overall purpose of role

The role is responsible for overseeing the Mortgage Operations function. Partnering with product, credit risk and business heads to develop and sustainably deliver a front to back operation.

In fulfilling this role, the role holder is accountable for ensuring that the Bank’s secured borrowing operations and support including its governance, control frameworks, policies and standards are effectively serviced, and subject to regular testing to ensure that the design remains fit for purpose and the operational effectiveness is consistent with defined and approved risk appetite.

Key Accountabilities

• The role holder will manage and drive individual team member performance, including underperformance, in line with company policies, processes and procedures to deliver excellent customer service and achieve central performance targets
• Acts as the point of coordination and syndication to ensure consistency and quality delivery of Strategy, control frameworks, and improvement initiatives across not only the Mortgage Business but other areas of BX where lending activity occurs i.e., Business Banking and Corporate Lending
• Support and deliver operations and technology strategy and roadmap to enable the secured borrowing strategy
• Drive a step change in customer experience through process improvement, transformational change, and flawless delivery, demonstrated by improvement in NPS or other relevant measurements
• Transform Mortgage Operations into world-class capabilities, achieving stretching cost, productivity, efficiency, faster customer service, supply chain efficiency and risk avoidance/compliance goals on an on-going basis
• Ensure that technology is properly leveraged to support the goals of providing superior customer service within an efficient cost model
• Comprehensive knowledge and understanding of the business priorities and strategy, deploying knowledge and expertise to assess, predict and mitigate future risks, including through the provision of targeted QA or other Control reviews
• Operate within a robust control environment, including full ownership of the Mortgage COO Resilience workflow and recovery plan as well as its ongoing maintenance
• Oversight of a combined resource in the region of 900 -1200FTE working closely with WFM to create flexibility and capacity to drive change across their area of expertise and the wider operations function, demonstrating proficiency in automation, capacity management, service optimisation, cost management and multi-skilling

Stakeholder Management and Leadership

• Extensive senior leadership experience at the Director level
• Able to influence stakeholders by being persuasive, reasoned, and factual
• Develop and manage key external relationships such as third-party suppliers, service providers and wider externals as part of the group’s strategy, D, E&I, and citizenship agenda
• Manage key internal relationships with colleagues in BUK COO, BUK, COO Technology, Marketing, Global Sourcing, and other stakeholders in Barclays through highly developed communication skills, including negotiation with stakeholders i.e., in terms of prioritisation of Operations deliverables with BUK
• As a member of the TC03 Senior Leadership group, provide organisation wide direction through personal impact to create engaged colleagues and teams, making a demonstrable impact to building the requisite skills required for Operations Teams of the future in conjunction with Target Operating Model changes in line with BUK Transformation
• Provide clear direction through the setting of clear objectives, key deliverables and KPI’s for BX Operations which are managed as stringently as we would with an external 3rd party
• Identify, select, recruit, develop and retain a high performing team committed to achieving success through each other
• Agree challenging performance and development objectives for the team providing regular feedback, coaching, and training to ensure their maximum potential is achieved
• Identify and plan succession roles for own role and direct reports with supporting development plans
• Ensure through personal impact and the impact of the leadership team that we have an engaged colleague base and that we manage issues on a pro-active basis where possible
• Proven ability to unite and lead geographically and technically disparate teams from both business and technology heritages
• A genuine passion for excellence and delivery

Decision-making and Problem Solving

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Barclays Policies and Policy Standards. Experience of key conduct related items associated with Financial Crime, KYC (Know Your Client) and Operational Resilience is preferable.

Risk and Control Objective

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

Person Specification

Personal attributes essential to performing role including competencies, expertise, knowledge, and experience. Note: experience requirements must not be in the form of years (minimum or otherwise).

Essential Skills/Basic Qualifications:

• Scale Operational leadership is essential
• Strategic Transformation experience is also essential
• Strong track record of flawless delivery
• Equally successful in managing B2C and B2B services
• Proven experience of managing/delivering value from global relationships with outsourced providers
• Incisive at making judgements
• Commercial acumen
• Ability to manage/deliver results through collaboration/influence in a matrix environment
• Analytical skills and evaluative judgment based upon analysis of data and qualitative information e.g., to be evaluate a Supplier Proposal via an RFP based upon the most innovative solution outlined

Desirable skills/Preferred Qualifications:

• Degree calibre (preference being in investigative subject) with significant experience of complex financial services operating environment, ideally coupled with an entrepreneurial flair
• Previous deep experience of operational and technology management is likely to be needed coupled with a strong customer facing operational background
• Experience of Mortgage Operations is ideal for this role
• Appreciation of key trends in secured lending/mortgage brokers as well as competitive landscape and commercial environment

Purpose and Values

We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.

Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.

Respect

We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution.

Integrity

We operate with honesty, transparency and fairness in all we do.

Service

We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.

Excellence

We champion innovation, and use our energy, expertise and resources to make a positive difference.

Stewardship

We prize sustainability, and are passionate about leaving things better than we found them.

Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.

Empower

Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure.

Challenge

Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.

Drive

Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.