AVP

About the Role

Embark on a transformative journey as AVP - Journey Excellence and Transformation at Barclays, where you’ll spearhead the evolution of our digital landscape, driving innovation and excellence. You’ll harness cutting-edge technology to revolutionize our digital offerings, ensuring unparalleled customer experiences. You will join the Business Banking transformation team, which shapes future-state operating models and redesigns end-to-end customer and colleague journeys. Working across Operations, Product, Technology, Risk, Compliance, and Customer Experience, the team turns strategic designs into practical transformation roadmaps that simplify processes, strengthen controls, and enable sustainable digital change.

Key Responsibilities

Target Operating Model Design

• Lead the development and evolution of Target Operating Models across Business Banking customer and operational journeys.
• Conduct current-state assessments to understand existing processes, customer and colleague pain points, operating structures, technology dependencies, controls, and performance.
• Define future-state operating-model components across people, process, technology, data, controls, governance, and performance management.
• Develop clear design principles to guide future-state structures, service models, and ways of working.
• Define roles, responsibilities, capabilities, interaction models, governance arrangements, and decision rights required to support the target state.
• Ensure proposed operating models are practical, scalable, and aligned with Business Banking priorities, customer needs, and applicable regulatory expectations.
• Maintain traceability between identified business problems, design decisions, proposed changes, and intended outcomes.

Customer and Colleague Journey Transformation

• Lead the assessment and redesign of end-to-end customer and colleague journeys across areas such as onboarding, servicing, lending, Customer Due Diligence, and case management.
• Apply customer-centred design principles to simplify journeys, reduce avoidable friction, and improve customer and colleague outcomes.
• Facilitate journey-mapping and design workshops with operational teams, subject-matter experts, and cross-functional stakeholders.
• Identify process gaps, failure points, unnecessary hand-offs, duplication, delays, and control weaknesses.
• Translate complex operational challenges into simplified, scalable, and digitally enabled future-state journeys.
• Ensure journey designs appropriately consider different customer needs, servicing requirements, and risk profiles.
• Establish appropriate measures to assess the impact of journey changes on customer experience, service quality, turnaround time, and operational performance.

Process Optimisation and Continuous Improvement

• Apply appropriate process-improvement methodologies to assess and redesign end-to-end processes.
• Develop current-state and future-state process maps, service blueprints, and supporting design documentation.
• Identify opportunities to remove process debt, reduce manual activity, simplify hand-offs, and improve first-time-right outcomes.
• Use operational data, customer insight, and colleague feedback to identify root causes and prioritize improvement opportunities.
• Assess opportunities to improve productivity, create capacity, and strengthen process resilience.
• Embed continuous-improvement principles within future-state processes and operating models.
• Support the identification, validation, measurement, and tracking of transformation benefits.

Digital, Automation and AI Enablement

• Identify and assess opportunities to use digital workflow, automation, process mining, analytics, artificial intelligence, and generative AI within Business Banking journeys.
• Work with Product and Technology partners to translate business requirements into appropriate digital and technology capabilities.
• Support the assessment of technology feasibility, business value, operational impact, and control implications.
• Ensure that proposed technology solutions are integrated into the wider operating model rather than implemented as isolated process changes.
• Contribute to the design and implementation of workflow, case-management, and AI-enabled servicing solutions.
• Promote responsible adoption of technology, with appropriate consideration of governance, data, customer outcomes, operational resilience, and controls.

Transformation Planning and Delivery

• Translate agreed target-state designs into structured and executable delivery roadmaps.
• Define delivery phases, dependencies, business readiness requirements, risks, assumptions, and intended outcomes.
• Support the development of business cases, investment proposals, and governance submissions.
• Partner with change and delivery teams to transition designs from concept through mobilization, implementation, and embedding.
• Provide design oversight during delivery to ensure that implemented changes remain aligned with agreed target-state principles.
• Identify and manage design risks, dependencies, and issues, escalating where appropriate.
• Support pilot, test-and-learn, and phased implementation approaches where these are appropriate.
• Monitor delivery progress, benefit realization, and adoption against agreed measures.
• Produce clear updates, recommendations, and decision papers for senior stakeholders and governance forums.

Risk and Control

• Take ownership for managing risk and strengthening controls in relation to the work performed.
• Ensure target operating models and journey designs appropriately consider regulatory requirements, operational risk, customer outcomes, data, privacy, and control effectiveness.
• Identify potential risks and control impacts arising from process, technology, organizational, or operating-model changes.
• Engage Risk, Compliance, Legal, and Control stakeholders at the appropriate stages of design and delivery.
• Ensure key controls, accountabilities, governance arrangements, and escalation routes are clearly reflected in the future-state design.
• Support completion of relevant risk assessments, governance reviews, and approvals.
• Escalate material design, delivery, or control concerns through the appropriate governance channels.
• Ensure all activities and duties are carried out in full compliance with regulatory requirements, the Enterprise Risk Management Framework, and applicable internal Barclays policies and standards.

Additional Responsibilities and Expectations

• Development and implementation of strategies to improve the efficiency and effectiveness of banking operations, using data-led insights.
• Participation in projects and initiatives to improve performance & optimization efficiency and effectiveness.
• Development of reports and presentations on performance & optimization and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments, and collaboration with stakeholders across the bank to provide recommendations for change and improvement within performance and optimization processes.
• Development and implementation of analytics and reporting for performance & optimization to mitigate risks and maintain efficient operations.
• Identification of capacity creation in operations using data and Management Information.
• Advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness.
• Collaborate closely with other functions/business divisions.
• If a People Leader: 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, coach employees, appraise performance, and determine reward outcomes. Demonstrate the four LEAD behaviours: Listen and be authentic, Energise and inspire, Align across the enterprise, Develop others.
• If an Individual Contributor: Lead collaborative assignments and guide team members through structured assignments. Identify the need for the inclusion of other areas of specialization to complete assignments. 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 develop 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 organization 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 practices (in other areas, teams, companies, etc.) to solve problems creatively and effectively.
• Communicate complex information.
• Influence or convince stakeholders to achieve outcomes.
• Demonstrate Barclays Values: Respect, Integrity, Service, Excellence, and Stewardship.
• Demonstrate the Barclays Mindset: Empower, Challenge, and Drive.

Requirements & Tech Stack

Highly Valued Skills

• Experience identifying and evaluating opportunities across digital workflow, automation, process mining, analytics, artificial intelligence, and generative AI, including consideration of business value, operational impact, governance, and controls.
• Experience developing business cases, benefits assessments, executive papers, and senior-management updates, and providing design oversight through mobilization, implementation, and embedding.
• Experience in risk and controls, change and transformation, business acumen, strategic thinking, and digital and technology.

Qualifications

• 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.

Location: This role is based in Gurugram/Noida.