Head of Content Operations

Join us as a Head of Content Operations within Barclaycard Payments, where you’ll lead the strategy and delivery of business‑critical customer communications across web, email and letters. You’ll oversee our end‑to‑end content ecosystem, ensuring “always‑on” assets are accurate, compliant and seamlessly delivered at scale. Acting as the operational heartbeat of the function, you’ll balance BAU excellence with rapid response to regulatory and incident‑driven change. In a highly regulated environment shaped by Financial Conduct Authority requirements, you’ll embed robust governance and maintain a clear golden record of all communications. At the same time, you’ll architect the intelligent, automated content model of the future‑shifting from manual processes to component‑based, tech‑enabled publishing. This is a high‑impact leadership role for a strategic operator who combines precision, pace and transformation.

Essential Skills & Qualifications

• Significant experience in Content Operations, Marketing Operations, or Customer Communications Management (CCM), ideally gained within Payments, Banking, or other highly regulated environments.
• A proven track record of leading teams or functions through digital transformation, particularly transitioning from manual processes to automated, technology‑enabled workflows.
• Deep understanding of regulatory frameworks, with the ability to balance pace and innovation alongside rigorous governance and compliance standards.

Desirable Skills & Preferred Qualifications

• Effective stakeholder management skills, with the confidence to provide constructive challenge, reset priorities where needed, and align expectations with senior partners across Product, Legal, and Compliance.
• Experience overseeing third‑party and/or offshore teams responsible for technical execution or content production, ensuring quality, accountability, and delivery against agreed standards.

You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job‑specific technical skills. This role can be based in London or Northampton.

Purpose of the role

To develop and implement marketing governance frameworks and ensure marketing activities are planned and tracked in line with compliant with industry regulations and company policies and reporting requirements.

Accountabilities

• Development and maintenance of the bank's marketing governance framework including, where appropriate, policies, procedures and guidelines on marketing practices, risk and compliance aligned to the bank’s regulatory requirements.
• Identification, assessment and communication of potential risks associated to marketing initiatives, including where appropriate branding, reputation, compliance and finance, to the relevant stakeholders.
• Development of risk mitigation strategies and execution of marketing audits to minimise the effect of potential risks on operations, and communicate key insights to stakeholders.
• Delivery of training content on marketing governance policies and procedures to colleagues, where needed.
• Provision of support and guidance on compliance concerns and principles to marketing teams.
• Collaboration with teams across the bank to promote the integration of marketing governance practices into the bank’s operations.
• Monitoring of performance against marketing governance frameworks and where required support on team reporting requirements.

Vice President Expectations

To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escrow breaches of policies/procedures. If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/ changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements. If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others. OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi‑year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions. Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment. Manage and mitigate risks through assessment, in support of the control and governance agenda. Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does. Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business. Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies. Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In‑depth analysis with interpretative thinking will be required to define problems and develop innovative solutions. Adopt and include the outcomes of extensive research in problem solving processes. Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.