Overall purpose of roleThe Head of QA - Screening is responsible for driving the overall strategy, framework and effective execution of Financial Crime QA processes and controls within the Financial Crime Screening operations areas. Critical to the role is continuing to evolve and embed an enhanced risk focused QA model to support the changing size, shape and strategic objectives of the transaction cycle to ensure delivery of a high performing and sustainable QA function. The role requires the ability to process a wide range of information pertaining to financial crime risk. Key AccountabilitiesYou’ll play a key role supporting Barclays in meeting its business, legal, regulatory and stakeholder obligations in respect of Financial Crime (FC) Compliance. You will play an integral part in the development and execution of team plans. Specific duties will include:Directly/Indirectly manage Quality Assurance Analysts and AVPs.Oversee the quality assurance of Financial Crime processesManage all active queues in relation to capacity, ensuring transparency of reporting, and escalations where needed to ensure backlogs do not emerge.Build and maintain ongoing feedback loop with operational stakeholders, key business areas and Compliance to ensure that requirements are incorporated into developing / optimising solutions and appropriately documented.Responsible for the oversight, co-ordination and responses to requests from third parties (i.e. internal oversight or Regulatory bodies) in respect to Barclays approach to QA in relation to Anti Money Laundering regulations.Manage key stakeholder information requirements through effective reporting of issues and/or requirements and solutions to senior leadership to ensure sustainability and ongoing continuous improvementsIdentify, monitor and support the remediation of issues as they arise through QA and lead teams of Financial Crime QA professionals to ensure underlying process and controls are effectively managed.

Responsible for managing change impacting the global Quality function across all business areas

*Designed new L1 Complaint standards to ensure new complaint processes where monitored and reported against. Ensured standards met FCA and business requirements as L1 complaints became reportable July 2016.-Worked with Legal & Regulatory compliance to achieve sign off. -Rolled standards out across all business areas. -Acted as process SME during mapping of as is high risk processes.-Wrote Standard Operating procedures to published knowledge standard.-Designed new Quality standards to deliver enhanced MI to Operations.-Mapped internal as is processes in Visio, also mapping go to design for process improvements.

*Rolled out new Quality L1 Complaints monitoring standards to global colleagues. Acted as SME to ensure standards were applied correctly and consistently across the business. *Proven record of process improvements made which have resulted in the reduction of QA Complaint fails and/or improvement in Quality scores and customer experience.*Regular interaction with senior stakeholders up to Director level, providing insight in to business area performance, highlighting risks & opportunities for improvement in complaints and high risk process performance. *Lead team of 10 Quality Analysts - monitoring targets achieved, coaching, personal development of QAs to optimise the insight the team provided to our customers.

*Selected to above peers to travel to Manila, Philippines to act as a Sales and Customer Service SME during the relocation of work from the UK. *Played a key role in the launch of new site:-Ensured agents were compliant sellers of FSA GI regulated insurance products-Coached and developed agents ensuring new teams went live on schedule so that Service Levels were maintained. *Exceeded monthly sales targets selling GI regulated insurance products. *Coached and developed peers to ensure they achieved key sales targets and KPI's. *Selected by the Learning Academy to act as a SME & Coach, played key role as the team supported an intake of 200 FTE, coached & developed teams/agents to achieve compliance sign off to be able to sell GI regulated insurance ensuring business maintained service levels after the acquisition of Egg credit card. *Team Leader - lead a team of 12 GI insurance sellers for 6 months as team exceeded monthly sales targets and achieved key KPI's. *L1 Complaints handler - proven record of identifying and resolving customer complaints. Ensuring FCA requirements were met and reducing L2 reportable complaints through excellent customer service.