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Operational Performance Manager

2 months ago

High Wycombe, Buckinghamshire, United Kingdom Barclays Full time
Operational Leadership Role

An Operational Leader will be responsible for the day-to-day operational performance, working closely with the wider operational team to drive consistently excellent results.

Key Responsibilities:
  • Overall accountability for operational performance for the branch and surrounding touchpoints, ensuring the right people, premises, and technology to support great customer outcomes and experience.
  • 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.
  • 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.
  • Escalation of breaches of policies/procedure appropriately.
  • Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.
Requirements:
  • Make evaluative judgments based on the analysis of factual information, paying attention to detail.
  • 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.
  • Demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship – our moral compass, helping us do what we believe is right.
  • Demonstrate the Barclays Mindset – to Empower, Challenge, and Drive – the operating manual for how we behave.