Job Description

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests. 

Accountabilities

• Provision of customer service through various communication channels including chat, email and phone.
• Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution   for each case.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments.
• Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Assistant Vice President Expectations

• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders 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.

Join us as a Sourcing Manager. In this role, you will join the Group Sourcing function, taking ownership of a defined sub‑category within a global, group‑wide remit. You will be responsible for both category management and sourcing delivery, combining strategic planning with hands‑on execution across procurement activities.

You will develop and maintain category strategies and plans, working closely with business stakeholders to understand demand, shape pipelines, and align sourcing activity to business priorities. Alongside this, you will lead end‑to‑end sourcing activity, including running RFX processes, negotiating commercial terms, onboarding suppliers, and managing contractual agreements.

To be successful as a Sourcing Manager, you should have:

• Proven experience in strategic sourcing or procurement, including delivering complex RFX processes and leading commercial negotiations.
• A strong ability to prioritise and deliver outcomes, with a track record of owning and completing work across a diverse portfolio.
• A self‑starter mindset, with the ability to build relationships and manage stakeholders independently across a broad category.
• Good understanding of contractual terms and commercial structures, and supplier onboarding.

Some other highly valued skills and experience include:

• Strong influencing and stakeholder engagement skills, with the ability to stay on top of a portfolio and drive proactive outcomes.
• Experience using AI or data tools to generate market insights and support sourcing decisions.
• Familiarity with procurement systems (Coupa, SAP etc.), alongside strong MS Office capability.
• Understanding of working within a regulated or controlled environment, including awareness of controls and governance.

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

This role is based in Glasgow, Northampton, Manchester, or Knutsford.