Interactive Voice Response (ivr) Optimisation Manager

Barclays Bank PLC

8 months ago

United Kingdom

Job description & requirements

Job Description

Embark on a transformative journey as an Interactive Voice Response (IVR) Optimisation Manager . At Barclays, our vision is clear – to redefine the future of banking and help craft innovative solutions. Be a part of the team managing and developing existing and new products and/or services, take ownership of related customer and colleague journeys, developing the product strategy, drive change through Barclays execution teams.

To be successful as an IVR Optimisation Manager, you should have:

  • Knowledge and experience working in contact center telephony or technology.
  • Prior experience in business or process improvement skills.
  • Data analysis skills.

Other highly valued skills include:

  • Knowledge Amazon AWS Connect or other telephony switches.
  • Documentation standards and record keeping experience.

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 has the option to work from either the Knutsford, Northampton, Manchester or Glasgow office.

Purpose of the role

To manage and develop existing and new products and/or services; and where applicable, ownership of related customer and colleague journeys, develops the product strategy, drive change through Barclays execution teams, make key decisions in the product lifecycle and own associated outcomes for customers, colleagues and the bank, achieved through appropriate service level agreements, regulatory compliance, risk management and controls.

Accountabilities

  • Development of customer level strategies & solutions that are tailored to customers’ needs.
  • Subject Matter Expert in the applicable Product/Proposition team and be able to confidently guide and advise stakeholders at all levels in the Bank on the application of existing and new products/propositions and related customer and colleague journeys.
  • Development of product propositions, and/or service strategy, define the priorities for delivering the outcomes needed to deliver the strategy and lead execution of the priorities.
  • Development of different commercial and business models through a strong understanding of the financial drivers of the P&L for the relevant segment/ proposition/ journey.
  • Evaluation of the technical feasibility, legal compliance, and potential risks associated with the development and launch of the new product.
  • Monitoring of market trends and analysis feedback from internal employees and target customers through prototypes, user testing sessions, and beta programs to identify areas for improvement to refine the product / process before launch.
  • Management of comprehensive launch plans and technical deployments for products that establish rollout timelines, marketing strategies, training initiatives and communication channels to promote the launch new products effectively.
  • Monitoring of key metrics such as adoption rates, usage patterns, customer satisfaction (including complaints), and revenue generation to assess the product's performance against set goals.

Assistant Vice President Expectations

  • To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
  • Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
  • 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 lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
  • 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.

Location :

United Kingdom

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Barclays Bank PLC

Following a multi-million-pound investment in a state-of-the-art campus in Glasgow, Barclays today unveils a landmark partnership with the Scottish FA that reaffirms its long-term commitment to Scotland through football, entertainment, and community initiatives.

Barclays will become the headline sponsor of Hampden Park, Scotland’s iconic national stadium. Following in the footsteps of renowned international venues, such as The Barclays Center in New York, Hampden Park will now be known as Barclays Hampden.

After sealing partnerships with two of the UK’s most celebrated venues, as the founding Partner of Co-op Live in Manchester and Principal Partner of The O2 in London earlier this year, Barclays continues to expand its sports and entertainment portfolio. Barclays Hampden demonstrates the bank’s ongoing commitment to Scotland.

Barclays has already awarded more than 300 grants to Scottish grassroots football clubs through its Community Sport Fund over the last four years alone. Barclays Hampden will now play a pivotal role in supporting the next generation of Scottish talent.

The stadium will also host some of the world’s biggest music acts, including Take That, Metallica, and Calvin Harris, during Summer 2026. To celebrate the partnership, Barclays will open a dedicated hospitality suite later next year, offering customers and clients an exclusive experience at the heart of the action.

Barclays will also become a partner of the Men’s and Women’s Scottish Cup and serve as the official naming rights partner of the Barclays Next Gen Girls' Performance Programme, which provides clubs with tailored performance programmes to support the development of Scotland’s young talent. This initiative cements Barclays’ ongoing commitment to supporting equal access to football for girls.

For more than 25 years, Barclays has been a driving force for progress in football, from being the Official Banking Partner to the Premier League to leading record-breaking investments in women’s football across the UK, including the Barclays Women’s Super League, the Barclays Women’s Championship, as well as the Northern Irish Women’s Football Association, Scottish Women’s Football’s (SWF) Championship and League One. Its work in crucial grassroots football initiatives has seen millions of pounds of investment and tangible change to hundreds of thousands of individuals needing better access to the beautiful game – from providing equal access for girls to football in schools through the Barclays Girls’ Football in Schools network, to providing grants and support to underrepresented groups in the community through the Barclays Community Sport Fund and more.

Barclays has consistently delivered unforgettable experiences in sports, music and the arts. From 90,000 fans watching Mariah Carey at the Capital Summertime Ball with Barclaycard, to the perfect serve at Wimbledon, or a standing ovation at Sadlers’ Wells, Barclays connects people with the moments they love, creating shared experiences that matter. Barclays Hampden is the next chapter in that story.

Tom Corbett, Managing Director of Sponsorship and Client Experience at Barclays, said: “We are thrilled to be ending the year with the addition of the Scottish home of football to our partnership portfolio. Hampden is a fantastic venue in a fantastic city, and this new partnership will enable us to further support the next generation of football fans and players.”

Stephen Flaherty, Scotland Site Lead and CTO & Head of Group Technology Infrastructure Services at Barclays, said: “Our partnership with the Scottish Football Association is a reflection of Barclays continued investment in the UK and Scotland. With over 7,000 colleagues across our Scottish campuses, one of only two locations globally that has every business function represented, Scotland is central to our long-term strategy.

"This partnership is yet another milestone as we continue to drive commercial growth, expand resources for Scottish businesses, and offer greater choice in the market. Partnering with the Scottish FA further cements our ambition, and in a year like this we could not be happier to enter this partnership and cheer on our teams to further glory.”

Ian Maxwell, Chief Executive at Scottish FA said: “We’re excited to have Barclays on board as Naming Partner of Barclays Hampden. Their desire to support Scottish football – across the levels – has been clear. The impact of their investment will be felt within the walls of Barclays Hampden and far beyond – not least helping fuel the kind of programmes we run that harness the Power of Football and make an everyday impact in Scottish society.”

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