Job Description

Purpose of the role

To lead and drive consistently excellent operational performance in the most complex Branches and surrounding touchpoints. In some cases, you will be required to lead, coach and develop a team of Operational Managers and support colleagues to deliver exceptional customer service and operational excellence. 

Accountabilities

• Relationship management of customer care operation stakeholders, including identifying relevant stakeholders, and maintenance of the quality of external third-party services.
• Collaboration with the wider Operations team and contacts across Customer Care to influence where actions are needed and help remove barriers to improve Operational performance.
• Opportunity identification driven by data and insights from colleagues, stakeholders, clients and customers, including analysis of key operational metrics/MI, delivering, implementing and embedding change activity relating to operations.
• Day to day running of the physical environment, allowing Customer Care Leaders to optimise the opportunity in the market, both externally and internally, and to deliver a consistently excellent customer experience.
• Optimisation of resource levels within the team, taking responsibility for available Resource Management tools to ensure we can support customers.
• Creation of a culture which enables focus on building deeper relationships with customers and contribute to the overall success of Barclays.
• Participation in activities that contribute to the wider community.

Analyst Expectations

• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• 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 own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

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.

We are seeking a highly motivated and experienced professional to join our team as a Overnight Team Coach. In this role you will be resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents. You will also be overseeing a team of representatives to help resolve any issues from customers that may arise.

To be successful as a Overnight Team Coach, you should have experience with:

• Taking 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.
• Experience working with credit cards
• Experience driving performance and making sure updates are being communicated to customers

You may be assessed on the 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 is located in Wilmington, Delaware.