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Job Tittle : Operations Manager – Card Issuing

• Responsible for managing the Card Operations unit and ensuring quality service is offered by creating and dedicated team.
• Manage the human resources and systems at the unit. Responsibility of the unit is managing all card operations for customers and merchants, including PIN and Card receipt
• Responsible for the integrity of the quality and service in the unit to ensure no lapses.
• Responsible for the control and monitoring of cost elements within the unit
• Establish and maintain effective working relationship with internal and external customers.
• Ensure that service levels are maintained and adhered to.

• Implement and maintain a coaching and training programme for direct reports including a regular review of performance
• Manage and motivate staff recognising outstanding performance
• Lead and direct staff to achieve business objectives

• Analyze and interpret past and projected future business performance against volumes and present regular MI: monitoring and evaluating actual to target performance.
• Develop and report against the performance measures used to drive performance of the business area
• Ensure appropriate staffing numbers and capability to support maintenance section.
• Achieve individual operational performance targets and support the achievement of team targets.
• Provide regular value based reports for management information usage.
• Adhere to standards, legal and regulatory, in accordance with the Barclaycard guidance

• Optimize existing portfolio in conjunction with Portfolio and Product manager, planning/undertaking effective optimization  campaigns
• Ensure client needs are met by ensuring excellent support in the unit while working with the Portfolio and Product manager as they establish and develop sales opportunities
• Generate leads and sales by building effective working relationships with clients.

• The applicant should possess experience with call centre operations preferably in the banking industry
• Knowledge of the Credit Card Industry is preferred
• Good overall knowledge of the Card Industry
• Good understanding of Barclaycard operations and products
• Good understanding of Barclaycard’s systems, processes and procedures
• Detailed knowledge of the Bank’s telephone service standards
• Good understanding of the techniques of Performance Management
• Good understanding of the call centre management information systems
• People Management skills
• Excellent Communication and Presentation skills
• Business awareness
• Business management
• Performance management skills
• Resource management skills
• Relationship management skills
• Team building skills
• Planning and organizational skills
• P C skills
• Networking ability
• Good integrity and professionalism
• Good Communication skills
• Forward Planning
• Analysis and Judgment
• Quality Conscious
• Adaptability
• Developing People