Operations Change Management Trainee/Intern

Purpose of the role

To manage the implementation of strategic change initiatives to enhance the banks operational efficiency.

Accountabilities

• Management of strategic operational changes and initiatives to enhance the bank's operational efficiency and effectiveness, including the identification and assessment of changes on people, processes, and systems.
• Collaboration with internal stakeholders, including business leaders, project managers and SMEs to support business operation team and promote alignment between operations with the bank’s objectives.
• Development and implementation of change management strategies and effectively communicate the strategies so they are understood and adopted by stakeholders.
• Management and development of KPIs to measure the effectiveness of business functions, utilising data and technology to support the identification of areas that require improvement.
• Comply with all regulatory requirements and internal policies related to change management.
• Provision of guidance and support to stakeholders throughout the operational change management process through training and coaching.

Analyst Expectations

• To meet the needs of stakeholders/ customers through specialist advice and support
• Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
• Likely to have responsibility for specific processes within a team
• They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate team resources.
• 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 manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
• Check work of colleagues within team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to own work area.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
• Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
• Make judgements based on practise and previous experience.
• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
• Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
• Build relationships with stakeholders/ customers to identify and address their needs.

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.

Support the identification, delivery and governance of AI-enabled solutions across Operations Change Management, working with business, Risk and Technology stakeholders to translate operational and process improvement needs into practical AI use cases, and helping to embed responsible AI practices, controls and adoption across the function.

Key Responsibilities

• Map operational workflows and assess potential AI use cases, documenting the problem, expected benefit, data needs, risks and success measures.
• Work with business and Technology stakeholders to turn selected use cases into clear business requirement documents, including expected outputs, exception handling and points requiring human review.
• Participate in proof-of-concept and user-acceptance testing. Document test scenarios, assess results against agreed criteria and help resolve issues before rollout.
• Assist in developing and monitoring KPIs to measure the effectiveness of AI-enabled processes and change initiatives, utilising data and technology to identify areas requiring improvement.
• Apply the principles of responsible AI, including data quality, model limitations and the importance of human oversight, ensuring solutions align with regulatory requirements and internal policies.
• Assist in developing governance frameworks, controls and documentation for AI solutions adopted within Operations Change Management.
• Support adoption of AI solutions through the creation of user guides, training materials and knowledge-sharing sessions with stakeholders.
• Engage with Barclays’ central AI team to build awareness of emerging AI developments, strategic direction, standards and capabilities, and help align Operations Change Management use cases and delivery priorities with the bank’s wider AI roadmap.
• Evaluate AI tool capabilities (e.g. MS Copilot, Claude) as part of solution assessment and design work, to inform tool selection and build recommendations for AI-enabled operational solutions.
• Prepare management reporting and insights on AI adoption, performance metrics and operational outcomes, supporting alignment between Operations and the bank’s wider AI and transformation objectives.