Acquiring Customer Service Operations Manager

Join Barclays as an Acquiring Customer Service Operations Manager, where you will be responsible for leading the delivery of technical customer-present payments acceptance and financial servicing across acquiring platforms. This role oversees team managers and subject matter experts, drives operational excellence, leads change initiatives, and fosters a high-performance culture across geographically distributed teams. The role also ensures alignment between internal teams and third-party providers, with a focus on improving service processes and outcomes. You will play a crucial part in ensuring priorities are clear and progress is visible. This is a unique opportunity to influence how the bank delivers meaningful results in a dynamic and fast-paced environment.

To be successful in this role, you will need the following:

• Operational Leadership experience (minimum Team Leader level) is a must.
• Change Management experience in leading operational change and transformation initiatives.
• Stakeholder Engagement.
• Performance Management Proficient, especially in coaching, metrics tracking, and continuous improvement.
• Time Management & Prioritisation, especially in managing workload effectively and making sound prioritisation decisions in a fast-paced environment.

Some other highly valued skills may include:

• Knowledge of Risk & Controls Frameworks – Understanding of operational risk policies and escalation protocols.
• Payments Industry Insight – Familiarity with trends, technologies, and customer expectations in the payments acceptance space.
• Understanding of Consumer Duty & Vulnerable Customer Handling – Awareness of regulatory expectations and best practices for supporting customers with additional needs.
• Experience Leading Multi-Function Service Teams – Ability to unify and optimise operations across diverse service areas.

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.

The successful candidate will be based in Northampton.

Purpose of the role

To address customer questions, concerns or requests while maintaining customer service expectations. 

Accountabilities

• Provision of customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner.
• Collaboration with teams across the bank to align, promote, and integrate customer care initiatives.
• Management and maintenance of customer records and documentation to ensure accuracy.
• Participation in training and development initiatives to improve customer skills, knowledge, and services.
• Identification of industry trends and developments related to customer service to implement best practice in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner.
• Execution of customer service activities through various communication channels including chat, email, and phone.

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.