Investigation Team Manager

Investigation Team Manager     
Henderson, NV

As a Barclays Investigation Team Manager, you will be part of the Fraud Investigation team, responsible for the daily operation, the performance of their direct reports and the health of the process pertaining to regulatory and Association prescribed requirements. You will be managing daily staffing and workflow and ensuring adherence to department quantity and quality standards. You will also be identifying service delivery failures and escalating issue or impact to appropriate business owners.

Salary / Rate Minimum: $55,000
Salary / Rate Maximum: $85,000

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.

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.

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 can 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?

•    Managing daily staffing and workflow and ensuring adherence to department quantity and quality standards
•    Identifying service delivery failures and escalating issue or impact to appropriate business owners
•    Collaborating and meeting regularly with individual team members; coaching them to meet and exceed their metrics  
•    Utilizing reporting and direct observation to keep them abreast of their performance towards defined goals
•    Providing performance analysis to implement action plan strategies to improve overall performance
•    Being a resource for policy, procedure, and human resources related questions
•    Ensuring decisions specific to function are generally made without seeking approval from senior leaders 
•    Having extensive interaction with direct reports through coaching and mentoring

What we’re looking for:

•    Over two years leadership experience
•    Service Level, queue, and staffing management skills
•    Supervisory experience in a call center environment
•    Knowledge and understanding of Banking, Credit Card, Disputes, Fraud and Financial Services 

Skills that will help you in the role:

•    Excellent interpersonal and leadership skills; proven ability to develop and motivate employees to meet and exceed performance standards
•    Exceptional written and verbal communications skills with proficiency utilizing a PC
•    Able to work with others in a fast-paced, team environment and to interact effectively with all levels of management
•    Enthusiastic, customer solution focused

Where will you be working?

You will be working at Barclays Services, Henderson, NV’s fully Operational Customer Contact center, where the best meet to build careers full of scope, variety, and reward. Supporting the banking and financial solutions of today’s demands, answering tomorrow’s questions, and redefining the future of customer support in finance.

#LI-Hybrid

USD 55000 to 85000