Vendor Performance - AVP

Barclays•Henderson, NV

1d•$70,000 - $130,000

About The Position

Join Barclays as a Vendor Performance - AVP where you'll own the vendor relationship and performance oversight for USCB Operations provided by 3rd party partners. This role is key to ensure service delivery to the business, partner performance management, adherence to contractual performance indicators and ensure compliance with operating models. The Vendor Performance Manager must act as a subject matter expert for Virtual Channels and liaison between Care management, and other relevant key stakeholders throughout the organization to ensure compliance with organizational, regulatory, and contractual requirements and performance metrics; elevate, trouble-shoot, and resolve issues, questions, and concerns and timely secure the related corrective action plan.

Requirements

Experience in vendor management within a complex and evolving operating environment
Ability to collaborate effectively with cross-functional, cross-country, and global teams
Capability to operate successfully in fast‑paced, dynamic settings while navigating change

Nice To Haves

Ability to communicate clearly and confidently with diverse audiences across all organizational levels
Experience in call center management or support, with familiarity in contact center processes, metrics, and analysis
Exceptional attention to detail, ample organizational skills, and a curious, collaborative, and analytical mindset
Ability to manage multiple priorities, work independently, and contribute effectively within a wider team
Well-developed communication skills, enabling effective relationship‑building and stakeholder engagement

Responsibilities

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.
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
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.
Influence or convince stakeholders to achieve outcomes.