Job Description
Purpose of the Role
To manage operations within a business area, maintaining processes, risk management initiatives, and compliance with relevant regulators.
Accountabilities
1. Identify trends and opportunities to improve areas and develop new processes and procedures through monitoring and analysis of operational data and performance metrics.
2. Manage operations for a business area, promoting efficient processes, risk management, and compliance initiatives to support the bank's operations.
3. Collaborate with internal stakeholders (including business leaders, project managers, and SMEs) and external stakeholders (vendors, service providers) to support business operations and align with the bank's objectives and SLAs.
4. Manage operational professionals, providing guidance, coaching, and support to improve delivery quality.
5. Develop and manage KPIs to measure the effectiveness of operational functions, leveraging data and technology for continuous improvement.
6. Ensure compliance with all regulatory requirements and internal policies related to customer experience.
7. Create a safe environment for colleagues to speak up, actively encourage feedback, and focus on the right areas of people development.
8. Work closely with HR to manage attrition and implement retention initiatives.
Analyst Expectations
Perform prescribed activities timely and to high standards, driving continuous improvement. Require in-depth technical knowledge and leadership skills, including guiding and supporting team development, managing risks, and influencing decision-making. Demonstrate leadership behaviors such as listening, inspiring, aligning, and developing others, or develop technical expertise as an individual contributor. Take responsibility for end results, escalate breaches, embed policies, and understand how the sub-function integrates within the organization. Make evaluative judgments, resolve problems, communicate effectively, and build stakeholder networks. Uphold Barclays Values and Mindset in all actions.
Team Manager Role
Lead a team handling operational tasks, managing disputes, communication, and both back and front office processes. Ensure resolution of issues and high standards of service and efficiency. Key skills include proven leadership, excellent communication, adaptability, and knowledge of cardholder disputes/chargebacks, controls, compliance, and risk mitigation. The role is hybrid, based in Sunderland.
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