Role is open in multiple locations. Candidates will be expected to work between High Wycombe, Banbury, and Oxford. An Operational Leader will be responsible for the day-to-day operational performance, working closely with the wider operational team. Operational Leaders will have overall accountability for operational performance for the branch and surrounding touchpoints, ensuring they have the right people, premises, and technology to support great customer outcomes and experience.
Starting Salary: £30,000
Contract Type: Monday to Sunday, 7am-11pm
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 maintaining 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 optimize the opportunity in the market, both externally and internally, to deliver a consistently excellent customer experience.
* Optimization of resource levels within the team, taking responsibility for available Resource Management tools to ensure we can support customers.
* Creation of a culture that enables focus on building deeper relationships with customers and contributes 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 organization's products, services, and processes within the function.
* Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organization sub-function.
* Make evaluative judgments 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 the team and external to the organization.
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.
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