Customer Service Operations Manager in Sunderland

Embark on a rewarding leadership role at Barclays, where you will lead operational teams to deliver high‑quality customer outcomes and continuously improve the customer experience. As a key operational leader, you will drive people and process change to improve customer experience, with a clear focus on enhancing tNPS and quality outcomes.

You will manage the day‑to‑day performance of customer service teams, ensuring delivery against service level agreements, quality standards, and risk and control requirements. Working closely with stakeholders across Operations, Risk, Product, Technology, and Change, you will identify root causes of customer issues and implement improvements that simplify processes, improve first‑time resolution, and reduce customer effort.

You will play an important role in delivering operational change initiatives that enhance service quality, efficiency, and customer outcomes, including increased digital adoption, automation, and demand reduction. You will lead, coach, and develop Team Leaders and advisors, fostering a performance culture centred on accountability, continuous improvement, and customer‑focused behaviours.

Through effective use of data and insight, you will drive improvements in tNPS, quality, productivity, and colleague engagement, ensuring teams are consistently delivering excellent outcomes.

To be successful, you will need the following:

• Proven operational leadership experience, with accountability for delivering performance across customer service teams.
• Experience driving people and process change, with a focus on improving customer experience, particularly tNPS and quality outcomes.
• Experience supporting or leading operational change and transformation initiatives to improve service delivery and efficiency.
• Strong stakeholder engagement skills, with the ability to work effectively across Operations, Risk, Product, Technology, and Change.
• Strong performance management capability, including coaching, quality frameworks, metrics tracking, and continuous improvement.
• Effective time management and prioritisation skills, with the ability to manage competing demands in a fast‑paced environment.

Some Other Highly Valued Skills May Include:

• Knowledge of risk and control frameworks, including operational risk policies and escalation processes.
• Understanding of the finance industry, including customer expectations and servicing models.
• Awareness of Consumer Duty and vulnerable customer handling, ensuring fair and appropriate customer outcomes.
• Experience leading multi‑functional service teams and driving alignment across service areas.
• Strong use of customer and operational data to identify trends and drive improvements in service performance and customer outcomes.

This role is Sunderland based, with a hybrid working model of a minimum of 2 days per week in the office.

Purpose of the role:

To manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators.

Accountabilities:

• Identification of trends and opportunities to improve areas and develop new processes and procedures through the monitoring and analysis of operation data and performance metrics.
• Management of operations for a business area and promote efficient processes, risk management and compliance initiatives to support the bank's operations.
• Collaboration with internal stakeholders (including business leaders, project managers and SMEs) and external stakeholders (including vendors and service providers) to support business operations and promote alignment with the bank's objectives and SLAs.
• Management of operational professionals and provide guidance, coaching and support to improve colleagues' delivery quality.
• Management and development of KPIs to measure the effectiveness of operation functions, utilising data and technology to support the identification of areas that require improvement.
• Compliance with all regulatory requirements and internal policies related to customer experience.
• Creation of a safe environment for colleagues to speak up, actively and regularly encourage and solicit feedback to ensure people agenda remains focused on the right areas.
• Management of attrition by working closely with HR in implementing retention initiatives for the workforce.

Assistant Vice President Expectations:

To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/business divisions. Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function.

Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes. If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.