What will you be doing?

Barclays Services LLC seeks AVP, Product Owner – Desktop in Whippany, NJ (multiple positions available):

1. Plan the Salesforce Agent Desktop experience for all Barclays US Contact Center Colleagues.
2. Optimize Salesforce Agent Desktop workflows and deliver Customer experience improvements. Plan, lead, and organize Scrum teams to achieve high performance and quality when delivering new functionality.
3. Coordinate several concurrent high visibility project backlogs for Business Process Management Platform while ensuring the priorities of the business are maintained through deployment.
4. Drive various agile methods in a fast-paced environment that may cross with multiple business divisions and support areas.
5. Work with multiple scrum teams and integrate with other activities outside the scope of the scrum teams, when necessary.
6. Act as a consultant to help put in place the appropriate people, processes, and tools and coach members of the team as needed to optimize scrum team efficiency.
7. Design and deliver robust end-to-end agent experience solutions that account for Desktop Landing Pages, workflow improvements, Case Management, best practice Desktop principles, and agent efficiency.
8. Provide consultancy for change, technology, and commercial teams when developing products/projects that require Desktop changes.
9. Act as Subject Matter Expert for programs, projects, and business teams across Barclay’s group that require expertise on how to deliver Desktop services and change management.
10. May telecommute.

This position is eligible for incentives pursuant to Barclays Employee Referral Program.

Purpose of the role

To manage and drive the innovation strategy to meet customer needs and ensure the bank's long-term success and competitive edge.

Accountabilities

• Execution of market research to understand customer needs, pain points, and emerging trends to support the analysis of profitability, market size and positioning for new products compared to existing offerings, and to identify opportunities for diversification to gain a competitive advantage.
• Collaboration with stakeholders across departments and teams including marketing, sales, technology, engineers, designers etc to generate innovative and feasible product ideas and prototypes for testing aligned with customer needs and strategic goals.
• Development of concepts and specifications which define features, functionalities, target market, user interface, technical specifications and potential revenue models of new products.
• 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 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, 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.