We are seeking a highly motivated, organized and experienced professional to join our Face-to-Face (F2F) marketing team as a Service Manager. We are looking for someone who has a strong background with managing multiple suppliers to ensure they are operating in control and meeting our business’ needs.

To be successful as a Service Manager, Face to Face Marketing, you should have the following additional experience:

Financial and/or credit card industry
Operations and Project Management
Marketing and/or Technology

You may be assessed on the key critical skills relevant for success 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 located in Wilmington, Delaware.

Purpose of the role

To agree, implement, monitor and govern the terms and conditions of contractual agreements with internal stakeholders and Barclays suppliers to improve the customer experience.

Accountabilities

Identification of industry trends and developments to implement best practice in supplier service management Services and use reporting data & insights to identify service areas that demonstrate potential customer harm.
Collaboration with teams across the bank to align and integrate supplier service management processes.
Development and implementation of supplier service management procedures and controls to mitigate risks, maintain efficient operations and enhance customer experience.
Development of reports and presentations on supplier service management performance and communicate findings to internal senior stakeholders and service recipients through relevant governance forums.
Identification of areas for improvement and providing recommendations for change in supplier service management processes and provide feedback and coaching for colleagues on these highlighted areas.
Participation in projects and initiatives to improve supplier service management efficiency and effectiveness and implement changes to service governance as a result of key changes .
Management of relationships with third-party suppliers, service providers and vendors that provide services to the bank and service recipients, as well as service management stakeholders across the bank .
Monitoring and negotiating of contractual agreements, such as service level agreements, and governing the adherence of terms and conditions for both internal and external stakeholders to ensure quality, costs and delivery.

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.
OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
Take ownership for managing risk and strengthening controls in relation to the work done.
Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
Influence or convince stakeholders to achieve outcomes.

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.