Job Description

Purpose of the role

To lead and manage engineering teams, providing technical guidance, mentorship, and support to ensure the delivery of high-quality software solutions, driving technical excellence, fostering a culture of innovation, and collaborating with cross-functional teams to align technical decisions with business objectives.

Accountabilities

Lead engineering teams effectively, fostering a collaborative and high-performance culture to achieve project goals and meet organizational objectives.
Oversee timelines, team allocation, risk management and task prioritization to ensure the successful delivery of solutions within scope, time, and budget.
Mentor and support team members' professional growth, conduct performance reviews, provide actionable feedback, and identify opportunities for improvement.
Evaluation and enhancement of engineering processes, tools, and methodologies to increase efficiency, streamline workflows, and optimize team productivity.
Collaboration with business partners, product managers, designers, and other stakeholders to translate business requirements into technical solutions and ensure a cohesive approach to product development.
Enforcement of technology standards, facilitate peer reviews, and implement robust testing practices to ensure the delivery of high-quality solutions.

Director Expectations

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

Overview of the role:

Accountable for the outcome of the technology mission and execution of the Contact Center Technology team, advising the Executive Product Manager on solutioning technology and advising on solution architecture. Executive Engineering Lead of the Help Tribe, which includes all contact centre-related technology.

Key responsibilities:

Own end-to-end application lifecycle – accountable for requirements, architecture, design, development, testing, deployment, and ongoing support of the Help Tribe, which is the contact center ecosystem. Drive technical strategy and roadmap – defines and executes the technology vision, ensuring alignment with business and product strategy. Lead delivery and engineering execution – accountable for squad/tribe delivery, ensuring outcomes are met and dependencies are effectively managed. Manage risk, controls, and compliance – ensures adherence to policies and standards while identifying and mitigating technology risks. Own architecture integrity and technical debt – maintains architecture documentation and drives reduction of technical debt to ensure scalable, sustainable solutions

Key Requirements:

Collaborate with Executive Product Management to align engineering efforts with Contact Center Technology vision and business goals. Defines Platform and team level Objectives and Key Results (OKRs) that align to the US Consumer Bank Game Plan strategy.
Lead the strategic modernization of Call Center technologies (including any migrations) and aligned to peripheral strategic platform modernization efforts in support of the US growth agenda
Solicit feedback from key stakeholders and influence the design of future platform iterations
Lead the Global Cards processing platform strategy and work with Global functions to ensure alignment and support
Oversee the design and implementation of engineering solutions, accountable for platform solution architecture, dependency management and engineering execution excellence
Define and execute on the strategy by engaging strategic vendors and partners (Technical Account Managers, Professional services consultants and consulting/managed services partners)
Identify operational risk and control areas, conduct risk review to determine root causes, identify issues and monitor remedial actions that mitigate risk
Develop and manage strong relationships and partnerships with internal and external departments to build, drive and formalize strategic projects
Proactively anticipate customer needs, investigate underlying issues and create short and long-term solutions

Key Skills:

Experience in financial services, FinTech or relevant experience in software development and technology
Working with consumer banking/cards core processing technologies
Agile Mindset, Enterprise Agile Delivery and Development experience
Experience in product development and platform modernization, in a customer-driven role
Ability to develop a forward-looking engineering vision and roadmap aligned to strategic business outcomes
Experience with building and managing globally dispersed, cross-functional teams to drive change and facilitate decision making in a complex operating environment

Experience in influencing a wide network of colleagues across functions and teams