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Join Barclays as a Vendor Performance - AVP where you'll own the vendor relationship and performance oversight for USCB Operations provided by 3rd party partners. This role is key to ensure service delivery to the business, partner performance management, adherence to contractual performance indicators and ensure compliance with operating models. The Vendor Performance Manager must act as a subject matter expert for Virtual Channels and liaison between Care management, and other relevant key stakeholders throughout the organization to ensure compliance with organizational, regulatory, and contractual requirements and performance metrics; elevate, trouble-shoot, and resolve issues, questions, and concerns and timely secure the related corrective action plan.
Job Responsibility:
Identification of trends and opportunities to improve areas and develop new process and procedures through the monitoring and analysis of operation data and performance metrices
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 manager 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 work force
Requirements:
Experience in vendor management within a complex and evolving operating environment
Ability to collaborate effectively with cross-functional, cross-country, and global teams
Capability to operate successfully in fast‑paced, dynamic settings while navigating change
Nice to have:
Ability to communicate clearly and confidently with diverse audiences across all organizational levels
Experience in call center management or support, with familiarity in contact center processes, metrics, and analysis
Exceptional attention to detail, ample organizational skills, and a curious, collaborative, and analytical mindset
Ability to manage multiple priorities, work independently, and contribute effectively within a wider team
Well-developed communication skills, enabling effective relationship‑building and stakeholder engagement
What we offer:
Wellness rooms
on-site cafeterias
fitness centers
tech-equipped workstations
hybrid working
structured approach to hybrid working with fixed 'anchor' days