KYC Operations Manager

Join Barclays as a KYC Operations Manager

Lead the operational delivery of KYC Refresh activities across Barclaycard Payments Acquiring.

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 metrics.
• Management of operations for a business area and promotion of efficient processes, risk management and compliance initiatives to support the bank's operations.
• Collaboration with internal stakeholders (including business leaders, project managers 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 provision of 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 encouraging and soliciting feedback to ensure the people agenda remains focused on the right areas.
• Management of attrition by working closely with HR in implementing retention initiatives for the workforce.

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness.
• Collaborate closely with other functions and 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, appraise performance relative to objectives and determine reward outcomes.

• L – Listen and be authentic
• E – Energise and inspire
• A – Align across the enterprise
• D – Develop others

• Lead collaborative assignments and guide team members through structured assignments, identifying the need for inclusion of other areas of specialisation to complete assignments.
• Identify new directions for assignments and/or projects, identifying a combination of cross‑functional methodologies or practices to meet required outcomes.
• Consult on complex issues; provide advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and develop 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, requiring an understanding of how areas coordinate and contribute to the achievement of organisational objectives.
• Collaborate with other areas of work to keep up to speed with business activity and strategy.
• Engage in complex analysis of data from multiple sources, internal and external, to solve problems creatively and effectively.
• Communicate complex information, including sensitive details or information that is difficult to convey due to its content or audience.
• Influence or convince stakeholders to achieve outcomes.

• Experience leading operational teams in customer onboarding, KYC refresh, remediation or financial crime operations, ensuring delivery against service, quality and risk objectives.
• Considerable organisational and planning skills, with the ability to manage competing priorities, operational demand and change activity in a fast‑paced environment.
• Ability to manage operational performance against agreed service levels, quality standards, productivity targets and risk metrics, taking corrective action where required.
• Excellent stakeholder management skills, with the ability to build effective relationships across Operations, Financial Crime, Compliance, Risk and Business teams.
• Ability to identify and implement process improvements, simplification opportunities and operational efficiencies while maintaining a robust control environment.
• Experience with in Barclaycard Payments, Merchant Acquiring or broader Financial Crime Operations is highly valued.
• May be assessed on key critical skills relevant for success in the 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 will be based in Northampton.