Team Manager- Care Operations USCB

Purpose of the role

To drive and lead consistently excellent operational performance of branches and surrounding touchpoints as well as supporting colleagues to deliver outstanding customer service and operational excellence. 

Accountabilities

• Maintenance and oversight of a controlled environment across operational activity whilst actively engaging and supporting all colleagues with the development of operational performance.
• Implementation of good governance controls to always protect customers and Barclays interests by ensuring that all activities are carried out in full compliance with regulatory requirements, Policies and Standards.
• Collaboration with wider Operations teams and contacts across Customer Care to influence where actions are needed and help remove barriers and improve Operational performance.
• Identification of data and insights driven opportunities from colleagues, stakeholders, clients and customers, including analysis of key operational metrics/MI, delivering, implementing and embedding change activity relating to operations.
• Day to day running of the physical environment, allowing Customer Care Leaders to optimise the opportunity in the market, both externally and internally, and to deliver a consistently excellent customer experience.
• Optimisation of resource levels within the team, taking responsibility for available Resource Management tools to ensure we can support customers.
• Identification, understanding and meeting customers’ needs, both internally and externally whilst building capabilities to deliver exceptional operational performance.
• Participation in activities that contribute to the wider community.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• 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.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

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.

Step into the role of Team Manager- Care Operations USCB at Barclays where you'll play a pivotal role in shaping the future. Join us in our mission to safeguard our business and our customers from financial crime risks.

Overall purpose of role:

The Team Manager in USCB Operations for Care Correspondence is responsible for leading a team of analysts delivering accurate and timely customer correspondence outcomes across multiple work types/queues. The role ensures day-to-day operational performance against service appendices (SLA/TAT), productivity and quality standards, while maintaining strong risk and control discipline. The Team Manager drives effective work allocation and real-time performance management, provides coaching and technical guidance on complex cases, and partners with onshore stakeholders and enabling teams to resolve issues, implement process improvements and deliver a positive customer experience.

Key Accountabilities

• Own day-to-day BAU delivery for the Care Correspondence team, ensuring volumes are actioned in line with the service appendix and agreed SLAs/TATs (including effective queue/batch sequencing and timely reduction of ageing/UTL where applicable).

  
  
  

• Deliver performance through productivity and capacity management (cases per hour/throughput), ensuring daily targets are met and constraints (system issues, shrinkage, training, leave) are actively managed and communicated.

  
  
  

• Provide subject-matter oversight and escalation support on complex Care Correspondence cases (e.g., account maintenance/name change, closure, partner/brand-specific batches and other document management work types), ensuring accurate outcomes and appropriate customer communications.

  
  
  

• Coach and develop analysts through regular 1:1s, real-time feedback and structured coaching records (e.g., CCR/ARC), building capability across queues and ensuring consistent adherence to procedures and knowledge checks.

  
  
  

• Ensure the team actions work in line with customer-first principles, maintaining clear case notes and (where required) appropriate status updates/escalations via agreed channels.

  
  
  

• Ensure team compliance with documented policies, procedures and control requirements applicable to Care Correspondence (including correspondence standards, data handling, and access/permissions expectations).

  
  
  

• Apply sound judgement when prioritising workloads and approving routing exceptions within agreed governance, escalating out-of-policy decisions or emerging risks promptly.

  
  
  

• Manage exceptions and non-standard situations by following established escalation paths (e.g., system/tool outages, mailbox access issues, unusual volume spikes) and coordinating with support teams to restore BAU.

  
  
  

• Use data and analytics to monitor inflow/outflow, backlogs and quality trends, identifying root causes and driving corrective actions and sustainable improvements.

  
  
  

• Drive schedule adherence and daily performance management, including publishing/validating rosters, shrinkage and attendance, and ensuring adequate coverage across queues.

  
  
  

• Set clear targets and action plans to maximise capacity utilisation and throughput, balancing BAU, coaching, governance activities and change delivery.

  
  
  

• Manage attendance, absenteeism and attrition within agreed thresholds, taking proactive action to protect service delivery.

  
  
  

• Manage performance fairly and consistently, including timely performance conversations and formal improvement plans aligned to DC&G guidelines.

  
  
  

• Own quality outcomes by completing regular QA reviews/audits, partnering with Quality teams on calibration and alignment, and ensuring individual development plans address recurring defects.

  
  
  

• Partner effectively with cross-functional stakeholders (Care, Controls, Ops Rigor, Fraud, Technology/IT, WFM, QA and onshore partners) to manage dependencies, communicate changes, and resolve operational blockers.

  
  
  

• Demonstrate strong written and verbal communication, using established channels to provide clear updates on volumes, risks, issues and actions.

  
  
  

• Maintain accurate MI and reporting (e.g., daily performance/volumes, roster alignment, exceptions), leveraging MS Office tools and agreed dashboards.

  
  
  

• Act as the first point of contact for policy/procedure and people-related queries within the team, including access validation requirements, training completion and adherence to governance routines.

  
  
  

• Manage multiple priorities and deadlines, ensuring BAU delivery remains stable during changes, audits, or operational events.

  
  
  

• Lead an inclusive, high-performing team culture that consistently meets or exceeds business expectations for customer outcomes, quality, productivity and controls.

  
  
  

Stakeholder Management and Leadership

• Build and maintain effective working relationships with key internal stakeholders (Care, Ops Rigor, Controls, QA, WFM, Fraud, Technology/IT, Credit and Compliance as applicable) to ensure stable BAU delivery, timely issue resolution and consistent customer correspondence outcomes.

  
  
  

• Represent the Care Correspondence operation with a high level of professionalism, ensuring clear, timely communication on volumes, backlogs, defects, risks and actions, and setting expectations on delivery and turnaround times.

  
  
  

• Balance competing priorities (BAU delivery, coaching, governance routines, changes and audit activities) and coordinate across onshore/offshore and enabling teams to maintain service stability for Care Correspondence queues.

  
  
  

Decision-making and Problem Solving

•  Use strong analytical and operational judgement to manage Care Correspondence performance (SLA/TAT, throughput, backlog/ageing, quality and controls), diagnosing drivers of misses and taking timely corrective action to protect customer outcomes.

  
  
  

•  Review workflows and defect themes, recommend and implement improvements (e.g., queue routing, standard work, templates, knowledge updates, tooling fixes) to optimise Care Correspondence delivery, reduce rework, and strengthen control effectiveness.

  
  
  

•  Work effectively in a matrixed, cross-functional environment to drive enhancements to Care Correspondence processes, reporting and controls, influencing outcomes across stakeholders without direct authority.

  
  
  

Essential Skills/Basic Qualifications:

• Bachelor’s Degree or equivalent work experience

  
  
  

• Should have minimum 1 year experience of working for a US process.

  
  
  

• Relevant experience in Management Reporting and ability to link multiple reports and understand linkages between common data points.

  
  
  

• Excellent communication skills with the ability to work independently / as Team Lead

  
  
  

• Proven track record in problem solving and business innovation

  
  
  

• Understanding on US Regulations (Reg Z, Reg E, FDCPA, UDAAP etc)

  
  
  

Desirable skills/Preferred Qualifications:

• Prior experience of working in banking industry and understanding credit card related transactions.

  
  
  

• Ability to perform root cause analysis for complex queries and guide team members to be able to establish a clear path for remediation.

  
  
  

• Ability to harvest the right information from the right individual and make it actionable

  
  
  

• Demonstrated accountability and ownership. This role requires the ability to work independently, make decisions, and own specific initiatives.

  
  
  

You may be assessed on key essential skills relevant to succeed in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based out of Noida.