Director - Collections Operations

Role Expectations

• Extensive knowledge of broader industry standards within Collections in the US credit card market and ability to partner with Credit Risk management and Analytics teams in the development and optimization of Collections strategies.
• The support of business change programs that impact Collections such as cobrand credit card partnership conversions and new business launches to ensure any additional/ increased risk is identified and appropriately controlled.
• Nurturing a high-performing culture by proposing and implementing team and organisation design solutions and maintaining high colleague engagement with an inclusive workforce.
• Proven experience managing a team, responsible for meeting budget and evolving operating model to support future growth of the business through partnership acquisitions.
• Ability to effectively communicate, manage, and influence key stakeholders (Credit Risk Management, Internal Audit, and External Regulators) to ensure that Collections strategy is embedded into business and control objectives.

• Ability to make decisions based on data and experience, whilst balancing opportunities and risks – this includes the analysis of significant amount of data – including but not limited to: operational performance data, productivity data, FTE planning, capacity & demand planning, complaints root cause analysis, IT performance MI, supplier performance MI, key risk indicator MI, unit cost models, profitability analytics, impairment performance and credit losses. The created insight should be used to drive improvement programs, investment decisions and risk mitigations. 
• Perform Accountable Executive duties with respect to supplier partners, including leading contract reviews, identifying cost save opportunities, and performance management.
• Manage and optimize operational performance across captive and First Party vendor locations both domestically and internationally.
• Own and optimize the overall planning strategy of our contact center agents.  Manage staffing levels and forecasts through data and analytics and agree, implement, monitor, and govern the terms and conditions of contractual agreements with internal stakeholders and Barclays BPO suppliers with a focus on continuously improving customer experience. 

Salary / Rate Minimum: $200,000

Salary / Rate Maximum: $275,000

The minimum and maximum salary/rate information above include only base salary or base hourly rate. It does not include any other type of compensation or benefits that may be available.

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 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.

Director Expectations

• To manage a business function, providing significant input to function wide strategic initiatives. Contribute to and influence policy and procedures for the function and plan, manage and consult on multiple complex and critical strategic projects, which may be business wide..
• They manage the direction of a large team or sub-function, leading other people managers and embedding a performance culture aligned to the values of the business. Or for an individual contributor, they lead organisation wide projects and act as deep technical expert and thought leader, identifying new ways of working and collaborating cross functionally. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
• Provide expert advice to senior functional management and committees to influence decisions made outside of own function, offering significant input to function wide strategic initiatives.
• Manage, coordinate and enable resourcing, budgeting and policy creation for a significant sub-function.
• Escalates breaches of policies / procedure appropriately.
• Foster and guide compliance, ensure regulations are observed that relevant processes in place to facilitate adherence.
• Focus on the external environment, regulators, or advocacy groups to both monitor and influence on behalf of Barclays, when appropriate.
• Demonstrate extensive knowledge of how the function integrates with the business division / Group to achieve the overall business objectives.
• Maintain broad and comprehensive knowledge of industry theories and practices within own discipline alongside up-to-date relevant sector / functional knowledge, and insight into external market developments / initiatives.
• Use interpretative thinking and advanced analytical skills to solve problems and design solutions in often complex/ sensitive situations.
• Exercise management authority to make significant decisions and certain strategic decisions or recommendations within own area.
• Negotiate with and influence stakeholders at a senior level both internally and externally.
• Act as principal contact point for key clients and counterparts in other functions/ businesses divisions.
• Mandated as a spokesperson for the function and business division.

All Senior 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.