Gemma Maple Email & Phone Number

Poole, Gb

Poole, England, United Kingdom

- Conduct monthly Logical Access Management (LAM) control testing activities across 10+ different Barclays sites & identify and remediate access control breaches across QA to ensure adherence of LAM policies- Analyse and interpret data collected from control testing to monitor control effectiveness and key trends- Deliver monthly reports on all control testing activity to senior QA stakeholders, providing detail of control effectiveness, breaches identified, supplementary commentary, and root cause analysis- Plan, design, and deliver system-specific User Role Profiles across core systems to provide the stakeholder population with the necessary functionality, in line with governance framework- Support senior stakeholders with the delivery of varying system changes across QA channels as work streams evolve and are introduced- Coordinate testing of new Role Profiles across ring-fenced populations prior to wider business area rollout- Daily management of the centralised support mailbox and stakeholder demands/requests- Ensure all activities and duties are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework, and internals Barclays Policies and Standards.- Conduct system payment audits for all stakeholders on privileged Role Profiles- Provide Subject Matter Expert support to all QA stakeholders with LAM control and governance queries to develop their knowledge and understanding of internal processes

Poole, England, United Kingdom

- Fully competent in quality assuring PPI complaints of varying complexity to ensure a fair and accurate outcome has been achieved for the customer- Extensive knowledge and experience with Barclays Complaint Handling processes and the Group Complaints Systems- Sole responsibility of secretariat duties across all Collaboration Boards (including building and cascading the agenda, taking accurate minutes and distributing to all stakeholders promptly)- Undertake timely, auditable and robust reviews of all sampled complaints, which generates MI that can be used to provide feedback to Customer Service Associates to improve the accuracy of Customer Outcomes and enhance Customer Experience- Present at weekly Level 0 Collaboration Boards with Operational colleagues to discuss contentious cases and agree a fair outcome for the customer and the business- Identify issues and autonomously decide on the outcome of the complaint, taking ownership of the decision and making recommendations off the back of the decision to improve policy/process- Key involvement in coordinating high-level projects such as the Premier Mortgages Proof of Concept and NPS Proof of Concept.

Poole, England, United Kingdom

- Responsible for effectively investigating and resolving customer complaints and where appropriate, knowing when to escalate complaints of a high degree of complexity and ambiguity- Use a strong decision-making skillset to analyse the details of a complaint and make the correct informed decision that is fair to the customer and the business- Work at pace to ensure complaint related tasks are dealt with effectively and within relevant timescales, individual and team work-based targets are met or exceeded, all while ensuring that cases are worked to the highest quality- Work within a high-pressured and fast environment and be autonomous with the responsibility for your own workload.

Foundation Degree, Textiles, 2.1

Foundation Diploma In Art & Design, Merit

Education record

- A Levels: Art (B), Media Studies (A), Psychology (B), and Biology (B). - GCSE’s including English, Mathematics, Dual Science & two.