Relationship Director - Client Management Team

Job Description

Purpose of the role

To assist relationship managers to effectively manage their client portfolios and optimise the client experience. 

Accountabilities

• Maintenance of client information, management of contracts and agreements, and preparation of reports, presentations, and other materials.
• Coordination of schedules for relationship managers and clients, ensuring efficient time management and smooth communication.
• Processing of transactions, management of expense reports, and routine requests to free up the relationship manager's time for strategic activities.
• Information gathering on relevant market trends, competitor offerings, and industry news to support the relationship manager in providing informed advice and tailored solutions.
• Analysis of client data, preparation of reports on portfolio performance, and provision of insights to inform portfolio adjustments and client recommendations.
• Management of inbound and outbound communication through phone, email, and other channels, relaying important information and response to client inquiries.
• Provision of support to relationship managers with planning, tracking and the execution of complex client projects by managing timelines and resources, identifying potential issues, summarising client portfolios and proactively communicating updates and opportunities to the relationship manager.
• Support to clients with everyday product and services tasks such as deposits, withdrawals, transfers, bill payments, mobile app support as well as updating personal information, contact details and account preferences.
• Guidance to new customers through account opening procedures, explanation of account terms and conditions, and setting up of online access and other services.
• Management and maintenance of client relations by resolving various customer concerns and inquiries, including account balances, statements, transactions, fees.
• Maintenance of confidentiality and security of client data by following strict data security protocols and ethical practices.

Vice President Expectations

• To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures..
• If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements..
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others..
• OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
• Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
• Manage and mitigate risks through assessment, in support of the control and governance agenda.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
• Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
• Adopt and include the outcomes of extensive research in problem solving processes.
• Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

As a Head of Client Management team in the Crown Dependencies, you will be responsible for business acceptance of inwardly booked clients requiring banking in Isle of Man, ensuring compliance with Private Bank & Wealth Management (PBWM) Client Due Diligence (CDD) Procedures and Group Anti-Money Laundering (AML) Customer Lifecycle standards. Your team will help navigate and be the primary point of contact for all new account enquiries, and act as a liaison between the Crown Dependencies and other PBWM locations. In addition to acceptance of new business, you will be responsible for monitoring the stock position of clients to ensure Group and local regulatory customer lifecycle standards are fulfilled e.g. trigger events/annual reviews and escalating non-adherence to bankers and local Crown Dependencies (CD) committees, as appropriate. You will be responsible for strong governance & control in relation to cross booking across Crown Dependencies business. You will act as an authority on all inwardly booked business matters. Your core responsibilities will include but not be limited to:

• Approval of non-default booking exceptions on behalf of local Country Managers

• Governance and oversight of Periodic Risk Assessments/Trigger events of Inwardly booked business, including presenting to local committees, as required

• Provision of support for Private Banking teams to help navigate onboarding onto BBPLC Jersey/Isle of Man and customer lifecycle journeys

• Voting member of the Offshore Business Acceptance Committee (OBAC) and a member of the local leadership team

Essential Skills required for the role:

• Sophisticated knowledge of internationally based Ultra High Net Worth clients and the products, services and structures typically used for wealth management purposes in order to provide independent review of clients and/or structures, ensuring that all AML/CTF (Counter-Terrorist Financing) risks are suitably understood and aligned to PBWM CDD Procedures
• Ability to manage and respond to feedback on Barclays business performance from investors, financial institutions, regulators and auditors
• Proven ability to shape, develop and execute a strategy to drive major change; propose segment strategy where required, and to deliver on the agreed strategy; and drive towards a target operating model and respond to changes in the external environment
• Ability to develop and maintain constructive relationships with peers, legal entity directors, shareholders, regulators, and other key stakeholders
• Proven commitment on building capability across a workforce with ability to attract and develop top talent from inside and outside the industry

Desirable skills:

• Professional banking or investment qualifications

• Ability to balance commercial, customer and regulatory needs and requirements of a multi-geographic organisation

• Energy and resilience to maintain progress against significant challenges

• Ability to deal with high levels of ambiguity and simplify outputs and recommendations in a complex environment

Isle Of Man