Posted On: 04-02-2018
Position Title:  Workforce Management Lead
Job Location:  Henderson, NV
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Barclays is an international financial services provider engaged in personal banking, credit cards, corporate and investment banking, and wealth management with an extensive presence in Europe, United States, and Asia. Barclays’ purpose is to help people achieve their ambitions – in the right way.  With over 300 years of history and expertise in banking, Barclays operates in over 50 countries and employs approximately 140,000 people.

For further information about Barclays, please visit our website

Overall purpose of role:

Workforce Management Lead interacts with the internal Workforce Management (WFMi) leadership team, Operations leadership and Shared Service business partners throughout the Barclaycard enterprise.

  • Identify opportunities to improve customer experience and reduce overall volumes in the contact centre & back office business units, such as reducing transfers between departments, reducing stock and increasing first point of contact (FPOC)
  • Laise between internal capabilities of WFMi and Marketing, Program Change Delivery (PDC) / Project Management teams and Technology teams to drive awareness and subject matter expertise
  • Identify areas where effective utilisation of flexible resource across the wider business, could assist with managing peak volumes and delivering consistent service levels across all departments & lines of business
  • Proactively challenge the status quo and be capable of establishing, through negotiation and rational articulation of logic, a change in existing processes and internal delivery from other functions and departments
  • Provide rigorous process documentation and knowledge management
  • Proactively identify opportunities to improve agent productivity while enhancing work lives with  flexible schedule solutions such as creative non-traditional schedules, part time schedules, trades and voluntary time off options
  • Introduce new innovative ways and/or methods for agents to manage schedule needs with mobility and ease
  • Create and hosts ongoing educational curriculum and workshops for workforce analysts and operations user community


Key Accountabilities and Skills required:

Key specific accountabilities

Improve and Automate Internal Processes (30%)

  • Identify new opportunities for enhancing/ streamlining and automating services
  • Participate in and optimise the operational engagement model between WFMi, Operations and Shared Service business partners
  • Formulate opportunities into proposals and implement realising cost save outcomes

Design, Document, Implement, Remediate and Measure Change Introduced (15%)

  • Operate effectively and meet internal and stakeholder requirements in line with their appetite for change
  • Operate effectively to deliver Barclays’ policy, legal and regulatory requirements
  • Document project plan, internal operating procedures and partner with Support Group to develop instructional design
  • Provide assurance over the design and operating effectiveness of technology controls executed by Barclaycard WFMi, where applicable, conformance with Barclays and/or Barclaycard Policy and Standards
  • Support the introduction of new Workforce solutions by working with internal customers, support groups to build effective control designs
  • Measure the status of Barclaycard WFMi against its stated risk appetite and, where necessary, understand the required remediation actions to improve technology control effectiveness

Stakeholder management and leadership (30%)

Support the Barclaycard WFMi team and responsible to:

  • Develop excellent working relationships with internal WFMi team and Barclaycard Operations Customers, as well as other businesses and functions
  • Exhibit visionary leadership skills and influence WFMi team to think more universally to build a sustainable and dynamic operating model

Decision making and problem solving (25%)

  • Work with Barclaycard WFMi team, Operations and Shared Service business partners
  • Contribute to the creation of Workforce Innovation project initiatives and strategy supported by action plans aligned to the business strategies and goals
  • Support the development of a strategic plan that ensures the WFMi team aligns with strategies and future impacts from the regulators and changes to Barclaycard’s policies


Risk and Control Objective: All Barclays colleagues have to 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.


Your Skills and Qualifications will include

Basic Qualifications

  • BS/BA degree in Engineering, Sciences, Finance, Economics or equivalent Workforce Management experience
  • 5+ years relevant experience
  • 3+ years management experience in a high pressure environment


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