TEAM MANAGER

As a Barclays Team Manager, you will be accountable for colleague engagement and development. You will bring out the best in your team through empathetic people management and coaching that supports a high-performance culture of collaboration, inclusion, continuous improvement, and professional development. You will have a customer-obsessed mindset, consistently looking for ways to deliver and improve the customer experience and inspire, support, and empower your team to deliver excellence. 

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.

WORKING FLEXIBLY

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. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.

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?

•     Developing, motivating, engaging, and leading a team of 14-18 agents on various shifts

•     Supporting team members regarding the successful resolution of customer inquiries, which could include taking escalated calls and ensuring 100% satisfaction 

•     Recruiting, rewarding, and retaining talented colleagues 

•     Demonstrating knowledge of financial services regulatory standards and conducting various audits to ensure the team aligns to policy and procedural requirements

•     Collaborating with various business stakeholders to influence and lead change with a focus on the colleague and customer experience

WHAT WE’RE LOOKING FOR:

•     High School Diploma

•     Experience in customer service with an excellent performance and attendance record

•     Management experience in a fast-paced servicing environment

SKILLS THAT WILL HELP YOU IN THE ROLE:

•     Excellent verbal communication (grammar, positive tone, active listening, etiquette, empathy, confidence) and written skills 

•     Ability to verbally drive change, address performance concerns and mentor a call center agent to be successful 

•     Ability to coach an agent to performance metrics

•     Call Center Leadership experience

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.