Description - External

DE Fraud Team Manager
Wilmington, DE

As a Barclays DE Fraud Team Manager, you will join our Fraud Operations team – which consist of Fraud Detection, Fraud Investigations and Deposit Fraud – to focus on managing day to day operations for an empowered team of front line colleagues in a call center environment. Using your expertise, you will play a key role in protecting customer’s identity and protecting the bank from fraudulent activity on accounts.

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We've helped millions of individuals and businesses thrive, creating financial and digital solutions that the world now takes for granted. An important and growing presence in the USA, we offer careers providing endless opportunity.

What will you be doing?

• Managing daily staffing and workflow, and ensuring adherence to department quantity and quality standards
• Proactively identifying service delivery failures and escalating issues and impacts to appropriate business owners
• Meeting regularly with individual team members, as well as coaching them to meet and exceed their metrics
• Utilizing reporting and direct observation to keep them abreast of their performance towards those goals
• Providing performance analysis to implement action plan strategies to improve overall performance

What we’re looking for:

• 2+ years of management experience
• 2+ years of experience with staffing management
• 2+ years management or supervisory experience in a call center environment
• 1+ year Banking, Credit Card, Disputes, and Financial Services

Skills that will help you in the role:

• Experience in banking, credit card, or call center
• Superior interpersonal and leadership skills, along with a proven ability to develop and motivate employees to meet and exceed performance standards
• Deep understanding of Service Levels and staffing management
• Solid analytical and PC skills

Where will you be working?

Barclays' Wilmington campus includes two beautiful buildings located along the historic Wilmington Riverfront. A glance out our windows reveal a scenic look at the Christina River, along with a growing riverfront community of luxury apartments, shops, and restaurants. Additionally, the Wilmington train station is a short walk away making travel from New York and Washington, DC convenient.