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Date live: May. 10, 2023
Business Area: COO & Functions
Area of Expertise: Operations
Reference Code: 90372089
Salary / Rate USD 55000 to 85000
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Investigation Team Manager
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.
USD 55000 to 85000
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're committed to providing a supportive and simplified experience for our candidates throughout the application and assessment process. Here, you will find information about what to expect and some guidance around your assessment and interview.
While the application process depends on the role, there are some constant steps, which are;
Step 1 - Your application
Step 2 - Your assessment
Step 3 - Your interview
Step 4 - Next steps
We aim to create an inclusive work environment where everyone can reach their full potential. If you require any adjustments to our recruitment process, please let us know as part of your application.
Find out more information here.
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.