VP - Collections Operations

As a Barclays Vice President (VP) of Collections Operations, you will be overseeing the day-to-day call center activities in the Collections Department, including leading colleague engagement initiatives and ongoing embedment of the Barclays Values and Mindset. This role ensures compliance with department procedures and adherence to all relevant regulatory requirements in routine collection work, and provides direction and guidance to the collectors in more complex situations.

Barclays is one of the worlds largest and most respected financial institutions, established in 1690, with a legacy of success, quality, and innovation. Weve 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.

At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

What will you be doing? Managing a robust collection operation with adequate controls and performance oversight Developing and managing the Collections Operations team in our onshore sites with complete oversight of pre-charge off collection activities, including inbound and outbound dialing Supervising the Collections staff to ensure compliance with policies, procedures, and all applicable banking regulations Establishing and monitoring performance metrics at a site level and at Manager, Team Leads and agent level Supporting the training and mentoring of new and existing collections hires as well as the supporting leads in the team Taking escalation calls from customers and utilizing customer service skills to help resolve disputes Conducting regular huddles with the team, creating focus groups, and ensuring team meetings are held periodically for sub-areas within the department Staying up to date on current industry best practices and regulatory and legal requirements related to debt collection activities What we’re looking for: Prior Collections experience within the financial services industry (credit card experience preferred) Extensive experience in a Leadership role; managing, coaching, and developing staff in a service operation (hiring, training, developing policies and procedures, etc.) Knowledge of relevant laws and regulations related to debt collecting (FDCPA, FCRA, TCPA, SCRA, etc.) Ability to travel domestically Skills that will help you in the role:

Proven track record of success in the collections industry Excellent organizational and prioritization skills Demonstrated success at developing & managing an effective organization that meets service standards and financial targets, retains and develops employees, and satisfies customers Highly effective communication with excellent interpersonal 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.