Vice President – Customer Care Lead

About the role

Barclays is seeking a Vice President – Customer Care Lead to run an operations unit across multiple sites in Chennai. You will manage process performance, drive continuous improvement, and maintain strong stakeholder relationships to deliver exceptional customer service.

Key responsibilities

• Oversee day‑to‑day business operations, ensuring SLA compliance and risk controls.
• Lead a team of 80‑100+ staff, fostering a culture of quality, lean, and Six Sigma improvement.
• Drive transformation and automation initiatives, especially in AML operations.
• Develop and execute business plans based on market research, regulatory changes, and customer insights.
• Maintain operational performance metrics and support NPS improvement.

Required profile

• Graduate degree, preferably MBA/PGDBM from a reputed institute.
• Senior managerial experience leading large, multi‑process teams in financial services BPO or similar environments.
• Proven track record in AML operations for retail or MSME, with experience in transformation and automation.
• Flexibility to work shifts and Indian holidays.

Required skills

• MS Office proficiency.
• Experience with RPA and robotic process automation projects.
• Knowledge of Quality, Lean, and Six Sigma methodologies.
• Understanding of AML processes and controls.
• Familiarity with BUK Operations and related functions.