Job Description

Purpose of the role

To optimise staffing levels, forecasts, scheduling and workforce allocation through data analysis to enhance the customer experience within the bank's operations. 

Accountabilities

• Management of staff optimisation levels, forecasting and scheduling resources by analysing data, business volume and trends to support the workforce allocation process.
• Collaboration with teams across the bank to align and integrate workforce management processes and governance.
• Development and implementation of workforce management strategies, processes and controls to mitigate risks and maintain efficient banking operations.
• Identification of areas for improvement and providing recommendations for change in workforce management processes and provide feedback and coaching for colleagues on these highlighted areas.
• Identification of industry trends and developments to implement best practice in workforce management Services.   .
• Participation in projects and initiatives to improve workforce management efficiency and effectiveness.
• Development and management of staffing schedules to optimise staffing levels to meet business needs.
• Management of the operational readiness plans, supporting the business with meeting desired customer outcomes.

Vice President Expectations

• To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures..
• If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements..
• If the position has leadership responsibilities, People 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..
• OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
• Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
• Manage and mitigate risks through assessment, in support of the control and governance agenda.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
• Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
• Adopt and include the outcomes of extensive research in problem solving processes.
• Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.

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.

Embark on a transformative journey as a Workforce Management Forecasting and Analytics VP at Barclays, where the focus is on redefining the future of banking through innovative solutions. In this role you will lead a team responsible for demand forecasting and workforce planning analytics across contact center and back-office operations. The role ensures forecasts are accurate, transparent, and actionable to support effective staffing decisions across multiple business areas. It builds and maintains cross-functional partnerships to understand business drivers and improve customer outcomes, operational efficiency, and cost performance. The VP also focuses on team development, strengthening analytics capabilities, and enhancing forecasting approaches to support strategic decision-making.

To be successful as a Workforce Management Forecasting and Analytics VP, you should have:

• Ability to analyze complex data and deliver actionable insights to support decision-making

• Proven ability to manage stakeholders and communicate effectively across business functions

• Leadership experience in developing, coaching, and managing analytical teams

Some other highly valued skills may include:

• Knowledge of Workforce Management forecasting and analytics

• Experience leading analytics teams within an operational environment

• Familiarity with consumer banking operations and contact center data platforms such as AWS

You may be assessed on the key critical skills relevant for success in this role, such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, as well as job-specific technical skills.

This role is located in Wilmington, DE and Henderson, NV.

Salary for Henderson, NV:

Minimum Salary: $160,000

Maximum Salary: $200,000

The minimum and maximum salary/rate information above includes only base salary or base hourly rate. It does not include any other type of compensation or benefits that may be available.