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Date live: Mar. 14, 2023
Business Area: COO & Functions
Area of Expertise: Operations
Reference Code: 90344124
Salary / Rate USD 85000 to 120000
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Customer Performance Manager
As a Barclays Customer Performance Manager, you will be responsible for ensuring that the Customer Experience delivered to our customers is world class. You will play a key role in ensuring that the operation has a thorough understanding of the opportunities for improvement. Through engagement with change, customer office, and insight & analytics, you will influence our change agenda to ensure that colleagues’ voices are heard and represented.
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.
$85,000 - $120,000
The minimum and maximum salary/rate information above include only base salary or base hourly rate. It does not include any another type of compensation or benefits that may be available.
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognizes and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a career, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life.
We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances
Please discuss the detail of the working pattern options for the role with the hiring manager.
What will you be doing?
• You will be developing compelling business case and appropriate persistence that shapes opinions of stakeholders
• You will be working with key stakeholders to ensure the operational voice is reflected in proposed changes and prioritization
• Developing plans and implementing operational improvements to reduce complaints and improve TNPS
• Assisting with ownership of the training and upskilling agenda, be one of the key interfaces with training to ensure the design and delivery of relevant training
• Ensuring training, changes and other supportive interventions are being embedded throughout the organization
• Working across all other business areas to understand pan operational opportunities and align programs where appropriate
• Reviewing and providing insight to Customer Experience Lead regarding operational changes impacting the Customer experience within Customer Care
What we’re looking for:
• Experience in project management disciplines with expertise in continuous improvement best practices
• Extensive experience in managing senior stakeholders, with the ability to communicate, negotiate and influence across many levels
• Extensive knowledge of the Bank operating model and business environment
• Analytical skills and ability to interpret data and trends
Skills that will help you in the role:
• People management and development skills
• Ability to build and sustain good working relationships with key stakeholders and Sr. Management
• Ability to work effectively in a global organization and successfully influence a collaborative work environment
• Strategic planning background
Where will you be working?
On the Henderson campus, you’ll find a full-service café; recreational rooms complete with snacks, ping-pong and foosball tables; plus, free parking. We pride ourselves on our inclusive culture focused on celebrating the diversity of all of our colleagues! The Henderson campus also offers plenty of opportunities to get involved and give back to our community.
USD 85000 to 120000
Barclays offers corporate and investment banking and credit card services in the US. Our 10,000 US colleagues are located in offices across the country, with headquarters in New York City, a world-class campus in Whippany, New Jersey hosting our Technology and Functional Teams, and sites in Nevada and Delaware supporting our contact center operations.
We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.
Respect: We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution.
Integrity: We operate with honesty, transparency and fairness in all we do.
Service: We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.
Excellence: We champion innovation, and use our energy, expertise and resources to make a positive difference.
Stewardship: We prize sustainability, and are passionate about leaving things better than we found them.
Barclays offers a diverse, inclusive and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do and celebrated for their contribution to our business and our community.
We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a Carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility then please discuss this with the hiring manager.
This is the spirit of Barclays. It’s why we exist, what we believe and how we behave. But most importantly, it’s how we make decisions, take action and get things done.
We exist to provide responsible finance to people and business – but also a whole lot more.
We believe great talent RISES. It acts with Respect, Integrity, Service, Excellence and Stewardship.
We discover our full potential through our desire to Empower, Challenge and Drive each other.