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Head of USCB GTSM

Whippany, United States

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Key information

Date live: 02/20/2025

Business Area: Group Technology Service Management

Area of Expertise: Technology

Contract: Permanent

Reference Code: JR-0000030492

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It’s happening at Barclays.

Be a part of a place where challenges are measured in billions, qubits and nanoseconds. Build your career in an environment where we’re advancing machine learning, leveraging blockchains, and harnessing FinTech. Working in Barclays technology, you’ll reimagine possibilities: learning and innovating to solve the challenges ahead, delivering for millions of customers.
We are shaping the future of financial technology.
Why not join us and make it happen here?

Where will you be located?

Explore locations

Responsible

  • This role is the GTSM head of US consumer Bank (USCB) – location is Whippany US
  • The USCB is a consumer business focused primarily on private-label credit cards
  • Responsible to lead an organization of technical support staff across 3 primary locations, Whippany US, Wilmington DE, and Pune IN
  • Role is an executive position responsible for all aspects of technology support for customer facing applications including issue response and resolution as well as preventions and proactive risk management
  • This role will include significant executive stakeholder management including direct CIO, CEO, and COO engagement

Key skills include:

  • Strong technical background in technology, ideally engineering/development
  • Excellent understanding of modern monitoring technologies and their application in financial services
  • Strong experience in financial services is required
  • Strong understanding of industry trends in technology including cloud vs non-cloud use cases and AI
  • Seasoned organizational leadership experience
  • Excellent communication, planning, organizational, and presentation skills are required

Purpose of the role

To effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations. 

Accountabilities

  • Provision of technical support for the service management function to resolve more complex issues for a specific client of group of clients. Develop the support model and service offering to improve the service to customers and stakeholders.
  • Execution of preventative maintenance tasks on hardware and software and utilisation of monitoring tools/metrics to identify, prevent and address potential issues and ensure optimal performance.
  • Maintenance of a knowledge base containing detailed documentation of resolved cases for future reference, self-service opportunities and knowledge sharing.
  • Analysis of system logs, error messages and user reports to identify the root causes of hardware, software and network issues, and providing a resolution to these issues by fixing or replacing faulty hardware components, reinstalling software, or applying configuration changes.
  • Automation, monitoring enhancements, capacity management, resiliency, business continuity management, front office specific support and stakeholder management.
  • Identification and remediation or raising, through appropriate process, of potential service impacting risks and issues.
  • Proactively assess support activities implementing automations where appropriate to maintain stability and drive efficiency. Actively tune monitoring tools, thresholds, and alerting to ensure issues are known when they occur.

Director Expectations

  • To manage a business function, providing significant input to function wide strategic initiatives. Contribute to and influence policy and procedures for the function and plan, manage and consult on multiple complex and critical strategic projects, which may be business wide..
  • They manage the direction of a large team or sub-function, leading other people managers and embedding a performance culture aligned to the values of the business. Or for an individual contributor, they lead organisation wide projects and act as deep technical expert and thought leader, identifying new ways of working and collaborating cross functionally. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
  • 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.

Barclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please review Adjustments to the recruitment process.

We’re a global, vital and highly respected financial organisation with an inspiring Purpose. Operating in 39 countries and employing around 100,000 people across the world, we help communities, individuals and businesses thrive. And we’ve created financial solutions and technology that the world now takes for granted. A career with us can offer incredible variety, depth and breadth of experience, and the chance to learn from some of the best minds in technology and finance.

To find out more about Barclays' strategy please click here.

Barclays offers a diverse, inclusive and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do and celebrated for their contribution to our business and our community.

We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Barclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.

Barclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please review Adjustments to the recruitment process.

We’re a global, vital and highly respected financial organisation with an inspiring Purpose. Operating in 39 countries and employing around 100,000 people across the world, we help communities, individuals and businesses thrive. And we’ve created financial solutions and technology that the world now takes for granted. A career with us can offer incredible variety, depth and breadth of experience, and the chance to learn from some of the best minds in technology and finance.

To find out more about Barclays' strategy please click here.

Barclays offers a diverse, inclusive and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do and celebrated for their contribution to our business and our community.

We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Barclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.

Who succeeds in
Tech at Barclays?

For a career with us, you need to be prepared to take big steps forward, curious to face the challenges ahead, and driven to focus on the outcomes. We need people with the Barclays mindset to make it happen here.

Qualities we look for:motivator, supporter, connector, driver, communicator, transformer, maker, observer

What you'll get in return

Competitive holiday allowance
Life assurance
Private medical care
Pension contribution

Our technology

Supporting our 48 million customers and clients worldwide takes a lot of forward thinking. It means harnessing technology to support the economy. It means making a difference to people’s lives. And it requires the maintenance and development of a global, technological infrastructure. At Barclays, technology helps us keep transactions moving, manages data, and protects our customers. Join a world where your work creates unique moments of impact. Make it happen here.

This is Barclays Whippany

Barclays Whippany is a bespoke technology-led, state-of-the-art workplace of the future. It brings thousands of talented people together in our vital Tech, Cyber Security and Payments command centers that are key to our US and global strategy.

Our campus has everything you need. From excellent food options to childcare, beautiful outdoor areas, collaborative spaces and more.

As well as plentiful onsite parking, we offer a shuttle bus from Manhattan, Newark Penn and Morristown. Commuting made easy.

Our health and fitness centre supports your wellbeing with gym facilities, fitness classes and knowledgeable experts to guide you.

With 63 acres and 500k+ square feet of unique office and amenity facilities, prioritizing co-location, comfort, and productivity.

This is Barclays Whippany

Barclays Whippany is a bespoke technology-led, state-of-the-art workplace of the future. It brings thousands of talented people together in our vital Tech, Cyber Security and Payments command centers that are key to our US and global strategy.

Colleague facilities

Our campus has everything you need. From excellent food options to childcare, beautiful outdoor areas, collaborative spaces and more.

Your commute

As well as plentiful onsite parking, we offer a shuttle bus from Manhattan, Newark Penn and Morristown. Commuting made easy.

Your wellbeing

Our health and fitness centre supports your wellbeing with gym facilities, fitness classes and knowledgeable experts to guide you.

An amazing place to work

With 63 acres and 500k+ square feet of unique office and amenity facilities, prioritizing co-location, comfort, and productivity.

Barclays

Working flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports your personal needs, alongside the professional needs of our business. If you'd like to explore flexible working arrangements, please discuss this with the hiring manager. Your request will be reviewed in-line with the requirements of the role/business needs of the team.

Hybrid working

We have a structured approach to hybrid working, where colleagues work at an onsite location on fixed, ‘anchor’, days, as set by the business area. Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

Barclays is built on an international scale.

Our geographic reach, our wide variety of functions, businesses, roles and locations reflect the rich diversity of our worldwide customer base. All of which means we offer incredible variety, depth and breadth of experience. And the chance to learn from a globally diverse mix of colleagues, including some of the very best minds in banking, finance, technology and business. Throughout, we’ll encourage you to embrace mobility, exploring every part of our operations as you build your career.

Find more information

Multicultural ERGs at Barclays

Making an Impact in Tech.

Barclays Mentoring Application

What makes a tech career at Barclays?

Hear from our employees on why they joined and how they're having real-life impact. Tech at phenomenal scale. It's happening here.  

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