FRAUD OPERATIONS TEAM MANAGER

As a Barclays Fraud Operations Team Manager, you will be responsible for managing day to day operations for an empowered team of frontline colleagues in a call centre environment.   Within the Fraud Operations department, you will have the opportunity to protect customer's identity and protect the bank from fraudulent activity on accounts. You will enjoy a higher level of responsibility and a varied workday as you lead three different teams; Fraud Detection, Fraud Investigations and Deposit Fraud.

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?

• You will manage daily staffing and workflow, and ensure adherence to department quantity and quality standards

• Identifying service delivery failures and escalate issue/impact to appropriate business owners

• Meeting regularly with individual team members and coach them to meet and exceed their metrics  

• Utilizing reporting and direct observation to keep your team abreast of their performance towards those goals

• You will also provide performance analysis to implement action plan strategies to improve overall performance

WHAT WE’RE LOOKING FOR:

• Two plus years of management experience, including experience with SL and staff management will make you a strong candidate

• Two plus years’ management or supervisory experience in a call center environment 

• Over a year working in Banking, Credit Card, Disputes, and Financial Services will help you excel in this role

SKILLS THAT WILL HELP YOU IN THE ROLE:

• Banking, credit card, call center experience is a strong plus

• Superior interpersonal and leadership skills, with aproven ability to develop and motivate employees to meet and exceed performance standards

• Exceptional understanding of Service Levels and staffing management

• Excellent analytical and PC skills are ideal

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.

We’re a global, vital and highly respected financial organisation with an inspiring Purpose. Operating in 50 countries and employing around 83,000 people across the world, we help communities, individuals and businesses thrive. And we’ve created financial solutions and technology that the world now takes for granted. A career with us can offer incredible variety, depth and breadth of experience, and the chance to learn from some of the best minds in technology and finance.