Job Description
Purpose of the role
To manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators.
Accountabilities
* Identification of trends and opportunities to improve areas and develop new process and procedures through the monitoring and analysis of operation data and performance metrices.
* Management of operations for a business area and promote efficient processes, risk management and compliance initiatives to support the bank's operations.
* Collaboration with internal stakeholders (including business leaders, project manager and SMEs) and external stakeholders (including vendors and service providers) to support business operations and promote alignment with the bank's objectives and SLAs.
* Management of operational professionals and provide guidance, coaching and support to improve colleagues' delivery quality.
* Management and development of KPIs to measure the effectiveness of operation functions, utilising data and technology to support the identification of areas that require improvement.
* Compliance with all regulatory requirements and internal policies related to customer experience.
* Creation of a safe environment for colleagues to speak up, actively and regularly encourage and solicit feedback to ensure people agenda remains focused on the right areas.
* Management of attrition by working closely with HR in implementing retention initiatives for work force.
Analyst Expectations
* To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
* Requires in-depth technical knowledge and experience in their assigned area of expertise
* Thorough understanding of the underlying principles and concepts within the area of expertise
* They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating 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 develop technical expertise in work area, acting as an advisor where appropriate.
* 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.
Join us as a Team Manager at Barclays, where you'll lead a high-performing Complaints team dedicated to delivering fair, timely, and customer‑focused outcomes. You'll oversee the end‑to‑end management of complaints, ensuring each case is handled with accuracy, empathy, and in accordance with regulatory and internal standards. Your leadership will drive excellent customer experiences while maintaining strong operational control and efficiency.
To be successful as a Complaints Team Manager, you should have:
* Proven leadership experience, with the ability to inspire, coach, and develop colleagues to achieve high performance.
* Exceptional communication skills, both written and verbal, enabling clear, confident, and customer‑centric interactions.
* Strong decision‑making and problem‑solving capabilities, with the ability to navigate complex issues and support your team in delivering fair outcomes.
* The ability to adapt quickly, rapidly acquiring the knowledge needed to manage evolving processes, systems, and regulatory requirements.
Other highly valued skills include:
* An understanding of complaint handling processes and regulatory expectations, particularly around root cause analysis, Quality Assurance testing, and fair customer treatment.
* A strong background in risk and controls, demonstrating the ability to maintain compliance, identify emerging risks, and embed a culture of operational integrity.
* Experience improving processes, identifying themes, and driving continuous improvement to enhance both colleague and customer experience.
Assessment criteria
You may be assessed on the key critical skills relevant for success in the role, such as:
* Risk and controls
* Change and transformation
* Business acumen
* Strategic thinking
* Digital and technology
* Job‑specific technical skills related to complaints handling
This role is based in Sunderland, with a hybrid working model of working a minimum of 2 days per week in the office.