Head of Capacity and WFM

Key Accountabilities

1. Workforce Planning:

• Develop and implement comprehensive capacity & workforce plans aligned with organisational goals and objectives.
• Analyse current and future business needs to determine optimal staffing levels / models – developing and applying innovative approaches to manipulate demand and optimise capacity.
• Contribute to the development of the company's strategic vision, providing insights on capacity planning and
• workforce optimisation.
• Collaborate with senior leadership to create alignment across the enterprise.

2. Leadership and Change Management:

• Lead scale, cross-geography, teams in a matrix organisation – developing an environment and culture that
• enables colleagues to thrive and deliver to a consistently excellent standard.
• Build a high-performing team by attracting, developing, and retaining top talent Coaching, mentoring and driving a culture of curiosity and learning.
• Lead complex, cross-functional initiatives that drive positive outcomes for customers and colleagues.
• Develop and implement change management strategies to navigate complexities.

3. Innovation and Continuous Improvement:

• Foster a culture of innovation and continuous improvement, driving efficiency gains and enhancing operational
• effectiveness, productivity and quality.
• Identify and implement best practices and emerging technologies to elevate performance.
• Continually monitor, learn from, and embed external best practice, insights and thoughts leadership into the operation.

4. Industry and Digital Expertise:

• Leverage experience in financial services, retail, logistics, transport, health, or related sectors to provide valuable insights and drive industry-specific optimisations.
• Leverage experience in digital technologies and automation to enhance operational efficiency and effectiveness.
• Identify and implement technology solutions that streamline workforce management processes.

Purpose of the role

To optimise staffing levels, forecasts, scheduling and workforce allocation through data analysis to enhance the customer experience within the bank's operations.

Accountabilities

• Management of staff optimisation levels, forecasting and scheduling resources by analysing data, business volume and trends to support the workforce allocation process.
• Collaboration with teams across the bank to align and integrate workforce management processes and governance.
• Development and implementation of workforce management strategies, processes and controls to mitigate risks and maintain efficient banking operations.
• Identification of areas for improvement and providing recommendations for change in workforce management processes and provide feedback and coaching for colleagues on these highlighted areas.
• Identification of industry trends and developments to implement best practice in workforce management Services. .
• Participation in projects and initiatives to improve workforce management efficiency and effectiveness.
• Development and management of staffing schedules to optimise staffing levels to meet business needs.
• Management of the operational readiness plans, supporting the business with meeting desired customer outcomes.

Director Expectations

• 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.