Acquiring Change & Control SME

As an Acquiring Change & Controls SME at Barclays, you support change, risk, and control activities across the telephony operation to strengthen processes and embed regulatory requirements. You work with operations, risk, and control teams to identify improvement opportunities and ensure effective governance. You will analyze performance, contribute to controls implementation, and provide insights to drive continuous improvement. This role centers on delivering operational excellence, improving customer outcomes, and supporting Barclays’ strategic priorities in a fast-paced environment.

• Provide timely, professional customer service across accounts, products and services
• Collaborate with cross-functional teams to align and promote customer care initiatives
• Maintain accuracy of customer records and documentation
• Participate in training to enhance customer service skills and knowledge
• Identify industry trends to implement best practices in customer care
• Escalate issues to appropriate teams or senior management promptly
• Handle customer interactions via chat, email, and phone
• Support change, risk, and control activities across telephony operations
• Collaborate with stakeholder groups to support governance, incident management, and root cause analysis
• Ensure adherence to policies, regulations and codes of conduct
• Engage with and influence decision making within own area of expertise
• Develop and maintain understanding of sub-function integration with the broader organisation

• Knowledge of identifying, assessing and mitigating operational risks
• Exposure to operational change activity from design to embedding
• Strong relationship-building and collaboration with stakeholders
• Excellent verbal and written communication with ability to simplify complex information
• Analytical thinking to identify root causes and drive solutions
• Good organisational skills to manage multiple priorities and deadlines
• Experience with governance processes and effective control practices (valued)
• Understanding of process improvement and continuous improvement approaches (valued)
• Awareness of operational risk management principles (valued)
• Background in telephony, customer servicing or contact centre (valued)
• Data analysis and performance reporting (valued)
• Understanding of regulatory requirements and control frameworks in financial services (valued)
• Location in Northampton

• Relationship-building
• Communication (verbal and written)
• Analytical thinking
• Governance and control practices
• Process improvement methodologies
• Operational risk management principles