Stephen George
Rajender Nagar
Summary
Results-driven Senior Operations Manager with 15+ years of experience in banking and financial services (Barclays), specialising in large-scale team leadership, client governance, and digital transformation. Proven track record of managing 50+ FTE teams across onshore and offshore delivery environments, driving SLA adherence, regulatory compliance, and measurable business impact. Experienced in QBR/MBR governance, CXO-level stakeholder management, Lean-based process improvement, and automation-led transformation initiatives. Successfully improved CSAT performance from 12% to 30% against a 20% target — demonstrating the ability to deliver beyond expectations through structured operational frameworks.
Overview
18
18
years of professional experience
Work History
Team Manager – Chat Operations & Complaints -
Barclays Shared Services
01.2023 - Current
- Lead a team of 50 FTEs and 3 SMEs across Retail Banking and Barclaycard chat operations, owning end-to-end delivery performance for the cohort.
- Manage onshore-offshore complaints team, coordinating governance and performance reporting directly with UK stakeholders and senior leadership.
- Act as the primary escalation point for operational, compliance, and client satisfaction issues — escalating and resolving critical risks proactively.
- Drive QBR/MBR governance by facilitating business reviews, providing performance insights, and recommending process improvement opportunities.
- Implemented risk-based monitoring controls and audit frameworks to ensure monthly regulatory compliance across the business unit.
- Delivered multiple transformation projects including Knowledge Tree simplification, AHT rationalisation, and CSAT improvement — growing CSAT from 12% to 30% against a 20% target.
- Built and maintained succession pipelines by mentoring SMEs and team members through structured performance development plans.
- Partnered with WFM and onshore teams for real-time SLA monitoring and schedule adherence management.
- Led hiring drives, onboarding, training design, and ongoing capability development for new and existing colleagues.
Team Leader (TSS) – Collections
Barclays Financial Assistance
04.2018 - 12.2022
- Managed KPIs, business process analysis, and real-time SLA adherence across a collections operations team.
- Liaised with onshore WFM teams for scheduling, service level monitoring, and performance accountability.
- Trained new joiners and facilitated cross-functional capability building through Mentor-Mentee programmes.
- Ensured compliance with Lending Standards Board (UK) regulations and internal policy frameworks.
- Collaborated with executive stakeholders to manage and resolve escalated client and operational issues.
Process Advisor
Barclays
01.2010 - 01.2018
- Supported operational delivery, process documentation, and team performance tracking across multiple business units.
- Conducted audits, identified process gaps, and contributed to continuous improvement initiatives.
Customer Relations Officer
HCL Technologies
03.2008 - 11.2010
- Handled customer queries for phone and broadband services within agreed SLAs via email operations.
- Conducted floor-level virtual training for new joiners; managed WLR3 span auditing.
Education
B.Com -
Delhi University
12-2008
MBA -
Symbiosis International University
PuneDiploma - Networking (N+, MCSE, CCNA)
IIHT
India12th - CBSE
Andhra Education Society
Delhi10th - ICSE
Holy Angels School
UPSkills
- Operations & Delivery Excellence
- End-to-end SLA ownership
- KPI governance
- Performance benchmarking
- Audit & compliance frameworks
- Client & Stakeholder Management
- QBRs/MBRs
- Onshore-offshore governance
- Escalation management
- Team Leadership & Talent Development
- Managing managers
- Coaching
- Performance management
- Hiring
- Transformation & Continuous Improvement
- Process optimisation
- Risk, Audit & Compliance
- Regulatory governance
- Monthly audits
- SOPs
- Risk-based monitoring
- Controls implementation
- MS Office Suite
- Excel (Advanced)
- Word
- PowerPoint
- WFM Tools
- Real-time SLA monitoring
Personal Information
Passport Number: Valid
Professional Highlights
- Improved CSAT performance from 12% to 30% against a 20% target — recognised by VP and onshore London leadership.
- Received Lending Standards Board Champion Award for excellence in customer service delivery.
- Won BRP Excellence Award for best team performance.
- Received appreciation from onshore London managers for successful Remediation Project delivery.
- Scaled team headcount from 40 to 50 FTEs during the COVID lockdown period while maintaining delivery continuity.
Languages
English
Advanced
C1
Hindi
Intermediate
B1
Timeline
Team Manager – Chat Operations & Complaints -
Barclays Shared Services
01.2023 - Current
Team Leader (TSS) – Collections
Barclays Financial Assistance
04.2018 - 12.2022
Process Advisor
Barclays
01.2010 - 01.2018
Customer Relations Officer
HCL Technologies
03.2008 - 11.2010
B.Com -
Delhi University
MBA -
Symbiosis International University
Diploma - Networking (N+, MCSE, CCNA)
IIHT
12th - CBSE
Andhra Education Society
10th - ICSE
Holy Angels School