Vendor - AVP

Overview

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.

To be successful as a Vendor Performance - AVP, you should have:

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

Some other highly valued skills may include:

• 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

You may be assessed on the key critical skills relevant for success in this role, such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, as well as job-specific technical skills.

This role is located in Henderson, NV and Wilmington, DE locations.

Salary for Henderson:

Minimum Salary: $70,000

Maximum Salary: $130,000

The minimum and maximum salary/rate information above includes only base salary or base hourly rate. It does not include any other type of compensation or benefits that may be available.

To manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators.

• 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…