Overview
Apply for Customer Service Operations Manager at Barclays in Sunderland, ENG, GB. This full‑time on‑site position offers excellent career growth opportunities. The role is permanent and the current job reference is JR‑0000115364.
Responsibilities
- Lead operational teams to deliver high‑quality customer outcomes and continuously improve the customer experience.
- Drive people and process change to enhance tNPS and quality outcomes while ensuring delivery against service level agreements, quality standards, and risk and control requirements.
- Manage day‑to‑day performance of customer service teams, fostering a performance culture centered on accountability, continuous improvement, and customer‑focused behaviours.
- Collaborate closely with stakeholders across Operations, Risk, Product, Technology, and Change to identify root causes of customer issues and implement improvements that simplify processes, improve first‑time resolution, and reduce customer effort.
- Deliver operational change initiatives that enhance service quality, efficiency, and customer outcomes, including increased digital adoption, automation, and demand reduction.
- Use data and insight to drive improvements in tNPS, quality, productivity, and colleague engagement, ensuring teams consistently deliver excellent outcomes.
- Lead, coach, and develop Team Leaders and advisors.
- Maintain processes, risk‑management initiatives and compliance with relevant regulators.
- Identify trends and opportunities to improve processes and procedures through monitoring and analysis of operation data and performance metrics.
- Collaborate with internal and external stakeholders, including vendors and service providers, to support business operations and promote alignment with the bank’s objectives and SLAs.
- Provide guidance, coaching and support to improve colleagues’ delivery quality.
- Develop KPIs to measure the effectiveness of operation functions and utilise data and technology to identify improvement areas.
- Manage attrition by working closely with HR to implement retention initiatives for the workforce.
Qualifications
- Proven operational leadership experience, with accountability for delivering performance across customer service teams.
- Experience driving people and process change with a focus on improving customer experience, particularly tNPS and quality outcomes.
- Experience supporting or leading operational change and transformation initiatives to improve service delivery and efficiency.
- Strong stakeholder engagement skills, with the ability to work effectively across Operations, Risk, Product, Technology, and Change.
- Strong performance‑management capability, including coaching, quality frameworks, metrics tracking, and continuous improvement.
- Effective time‑management and prioritisation skills, with the ability to manage competing demands in a fast‑paced environment.
- Knowledge of risk and control frameworks, including operational risk policies and escalation processes.
- Understanding of the finance industry, including customer expectations and servicing models.
- Awareness of Consumer Duty and vulnerable customer handling, ensuring fair and appropriate customer outcomes.
- Experience leading multi‑functional service teams and driving alignment across service areas.
- Strong use of customer and operational data to identify trends and drive improvements in service performance and customer outcomes.
Core Desired Skills
- Risk and controls.
- Operational excellence.
- Change and transformation.
- Leadership.
- Customer experience.
- Job‑specific technical skills.
Expectations
People leaders are expected to demonstrate the four LEAD behaviours: Listen and be authentic, Energise and inspire, Align across the enterprise, Develop others. They should create an environment for colleagues to thrive and deliver a consistently excellent standard.
As an Assistant Vice President level role, the candidate will advise and influence decisions, contribute to policy development, and take responsibility for operational effectiveness. Collaboration with other business functions is essential.
Complex analysis of data from multiple sources, clear communication of sensitive information, and ability to influence stakeholders to achieve outcomes are also required.
Location & Working Model
This role is Sunderland based with a hybrid working model requiring a minimum of two days per week in the office.
Company Values
All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship, and the Barclays Mindset of Empower, Challenge and Drive.
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