John Reed Email & Phone Number

Redcar, Gb

As part of the Corporate, Cards & Payments (CC&P) Strategy, Transformation and Execution Team, responsible for leading the development and execution of the Channel Strategy for CC&P. Using data and insights to build business cases to support the strategy, working with the transformation and execution teams to maintain the change agenda and review the roadmap, ensuring alignment to the strategy and realisation of benefits. Responsible for design and delivery of robust E2E customer experience journeys through the eye of the channel strategy and customer interaction points whilst providing consultancy for change, technology and commercial teams when developing products/projects to drive and execute the channel strategy roadmap. Support the business in defining and delivering their 3-5 year plan in regards to telephony, digital and desktop with a real focus on improving the single and omni channel experience for clients and driving the digital first agenda.

Seconded to support Barclaycard payments to define and establish their Financial Crime Programme. Defined the scope for CDD workflow solution through detailed requirements and delivery. Stood up and lead Operational Efficiency project to address objectives across Tech delivery for workflow and core systems, business change activities for procedures, training and hiring along with defining strategic and sustainable end to end processes for CDD. Provided consultancy and support across the wider financial crime risk reduction programme.

Part of the Business Banking, Financial Crime & Fraud leadership team, developing the Business Banking Financial Crime & Fraud Know Your Customer (KYC) remediation strategy, working with technical experts across policy and compliance to remediate customer records and implement a fix forward in response to KYC regulation changes. Additionally , accountable for the stand up and ongoing performance of a team of 1400 resources across internal and external managed services. Creating and implementing a framework for enabling performance, including good governance practice’s, customer & colleague communications strategies, procedural documentation and management information to accommodate stakeholders of all levels.

Direct the Innovation strategy within Barclay’s Remediation Business Unit (4k colleagues), and lead a multi-million-pound change portfolio that improves and streamlines the complaint handling operating model of 3 legacy products (from initial concept design to risk analysis and implementation)

Led the innovation strategy and drove the delivery of the change portfolio for PBA complaint handling function (1k colleagues). Designed and developed new tools and innovative solutions that drove efficiencies and streamlined the operating model.

Set Barclay’s PPI remediation strategy to support the complaint handling team (+1000 colleagues) while managing reputation risks and remediating 2.2m customers following mishandled PPI complaints. Designed and implemented proactive outreach strategy to initiate contact with c1.5m customers.

Led and inspired a multi-site complaint handling operation with a total of 700 colleagues, accountable for colleague performance and the delivery of high quality end-to-end customer journey’s.

Led a single complaint handling operation, planned the delivery of inbound and outbound customer contact strategy, and managed performance of over 150 colleagues to achieve the business objectives.

Led and motivated a team of 22 Customer Relations Advisors and oversaw workflow management, workforce planning and colleague performance across 9 departments within the site.

Level 5 Leadership & Management

Level 3 Leadership & Management