Barclays - Absa: Transforming Corporate Client Services

Introduction

As the Programme Lead at Barclays / Absa Capital, I was entrusted with leading a strategic initiative to conceptualize, design, and implement a new Corporate Client Servicing Centre. The programme aimed to elevate Barclays to the forefront of client servicing standards by overhauling operating models, processes, and technologies to deliver world-class client service.

The Challenge

The programme's primary objective was to achieve a #1 ranking in client servicing by the end of 2015. This ambitious goal required the development of a client-centric operating model, the redesign and implementation of processes and technologies, and the training of staff to enhance the client experience. The scope of the project was vast, encompassing the re-engineering of over 500 business processes across 18 existing teams and integrating new systems for workflow, case management, and knowledge management.

Objectives and Strategy

Leading a multidisciplinary team across eight major workstreams—Design, Change, HR, Buildings & Location Moves, Risk & Compliance, IT & Telephony, Training, and Implementation—I developed the business case, tracked benefits, and managed programme budgets and financial reporting.

My responsibilities included building and training teams through direct recruitment, contractors, and seconded SMEs. Establishing robust programme governance, reporting, and stakeholder engagement frameworks was crucial to ensure transparency and accountability.

Additionally, I oversaw the technology architecture, design, and implementation of new systems, conducted a comprehensive training needs analysis, and delivered a training program to support the new operating model and technological infrastructure.

Implementation

The project was executed with meticulous attention to detail. Regular status updates and stakeholder management were maintained, involving Exco members and various committees. Formal programme meetings, structured reporting, and clear responsibilities across workstreams were established to ensure alignment. Key deliverables were signed off, programme timelines were managed, and pre-implementation business readiness testing was conducted to ensure that new systems and processes were fully operational.

Results and Benefits

The programme achieved its strategic goal ahead of schedule, with Barclays securing the #1 ranking in client servicing by January 2015, as verified by independent research consultants. Client satisfaction and service levels significantly improved, with Net Promoter Scores (NPS) reflecting these enhancements.

Client surveys consistently showed an average grade of service with 95% of calls answered within 20 seconds, a testament to the effectiveness of the new systems and processes. The operational transition was flawless, with green audits and zero findings highlighting the programme's adherence to the highest standards of compliance and operational excellence.

Conclusion

Within weeks of taking over the programme, I secured a vendor to deliver a significant training solution, launching training academies on schedule. I identified and delivered on four key milestones, ensuring that all project resources were recruited and aligned with programme objectives. Formal programme structures, including meetings, reporting, and stakeholder engagements, were established, providing comfort to stakeholders. Positive audit reports and significant discounts on software procurement further underscored the programme's success. The timely delivery of Phase 1 and Phase 2 scopes within agreed timelines demonstrated exceptional leadership and project management.

By leading this comprehensive transformation, the programme not only met but exceeded its objectives. Barclays – Absa Capital was positioned as a leader in client servicing, significantly enhancing client satisfaction and operational efficiency, and demonstrating the power of strategic planning, robust governance, and effective execution.