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Operations Lead

Wilmington, DE

As a Barclays Operations Lead, you will be managing the daily workflow of a large segment of the Bank?s internal operations activities. Reviewing and recommending new methods and procedures to make daily operations more efficient. You will resolve complex problems as well. You will be managing, coaching and mentoring multiple teams performing in the same or related functions.

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We've helped millions of individuals and businesses thrive, creating financial and digital solutions that the world now takes for granted. An important and growing presence in the USA, we offer careers providing endless opportunity.

What will you be doing?

• Managing daily staffing and workflow, and ensuring adherence to department quantity and quality standards
• Proactively identifying service delivery failures and escalating issue / impact to appropriate business owners
• Meeting regularly with individual team members; coaching them to meet and exceed their metrics and collection goals
• Utilizing reporting and directing observation to keep teams abreast of their performance towards targeted goals
• Providing performance analysis to implement action plan strategies to improve overall performance
• Being a resource for policy, procedure, and human resources questions / issues
• Working directly with operations support functions such as Planning and Forecast, Production Support, Workforce Management to ensure proper staffing and coverage
• Making hiring and staffing decisions

What we?re looking for:

• One+ years? experience of leading teams in a Collections and Recoveries call centre environment
• Five+ years? managing, coaching, and developing staff in a service operations including hiring, training, developing policies and procedures

Skills that will help you in the role:

• Good working understanding of MS Office applications
• Understanding of TSYS or other Collections operating platforms
• Comprehension and understanding of all applicable regulations

Where will you be working?

Barclays' Wilmington campus includes two beautiful buildings located along the historic Wilmington Riverfront. A glance out our windows reveal a scenic look at the Christina River, along with a growing riverfront community of luxury apartments, shops, and restaurants. Additionally, the Wilmington train station is a short walk away making travel from New York and Washington, DC convenient.