Service & Support Manager

  • Competitive plus Excellent Benefits
  • Saint Helier, Channel Islands, United Kingdom
  • Permanent, Full time
  • Barclays
  • 23 Sep 16

Barclays is a major global financial services provider engaged in personal banking, credit cards, corporate and Investment banking, and Wealth and Investment management.

Service & Support Manager

Fixed Term Contract - 12 months

Manage and maximise the performance of a team of Account Executives, Onboarding Business Partners, Support Team Executives, via the Support Team Leaders. Ensure excellent service delivery and operational performance. Proactively manage the day to day operations of the business and the individuals concerned. Drive efficiencies, maximising productivity, managing planning and scheduling change activity. Lead, motivate and develop teams and individuals, creating and maintaining a high performance environment. Implement initiatives to drive performance of the overall Offshore team in Jersey. Analyse processes/training, implementing efficiency measures and sharing this learning with the wider Barclays Offshore Team. Responsible for driving the jurisdictions service agenda with all members within the team and with specific key clients

About us:
Barclays is a major global financial services provider engaged in personal banking, credit cards, corporate and Investment banking, and Wealth and Investment management. With over 300 years of history and expertise in banking, Barclays moves, lends, invests and protects money for customers and clients worldwide.
Our clients benefit from access to the breadth of personal, corporate and investment banking expertise across Barclays, one of the largest financial services groups in the world. As a leading global Wealth and Investment manager, Barclays provides international and private banking, Wealth planning, trust and fiduciary services, investment management, brokerage services and research to private and intermediary clients across the world.
Our mission is to set a new standard by understanding our clients better than anyone else. In pursuit of this objective, we hire and develop only the best people in the industry. We look for talented, tenacious individuals who seek opportunities for self-improvement and career progression. Our long-term agenda can only be achieved through close collaboration and a shared sense of empathy, integrity and trust.

As a Service & Support Manager, your main responsibilities will involve:
*Leading, developing and motivating a team of Service Team Leaders, Account Executives, Onboarding Business partners and Support Team Executive staff against the achievement of sales and service targets and standards
*Planning, implementing and evaluating a training and development strategy for each individual to ensure they are developed to their full potential
*Communication within the teams concerned including change initiatives, new systems, policy and process changes and influencing behaviours as appropriate
*Working closely with the jurisdictions leadership team in all aspects of service delivery
*Taking ownership for the delivery of consistent, high quality customer service
*Ensuring efficient and effective flow of work through the Account Executives, Onboarding Business Partners and Support Team Executives
*Proactively seeking to maximise productivity and continually acting upon opportunities for process improvements
*Developing and maintaining close contact with the central Service delivery teams as well as good contact networks and operational areas including Contact Centre, Payments, Credit and other areas of the bank to ensure all their and provide operational solutions for our clients
*Development and maintenance of appropriate systems and processes for the production and analysis of Management Information (MI) within the team to assist the Director in managing and monitoring performance of the team

As an Service & Support Manager, your skills and qualifications will include:
*Significant experience in delivering high quality client service management
*Financial services experience and a thorough understanding and appreciation of the need to operate to high risk and regulatory standards
*Knowledge of the market place and current issues is preferred
*Detailed knowledge of products/services available to clients will be essential
*Proven successful leadership experience in a front line managerial role
*A first class academic track record
*Excellent technical competencies such as; profit orientation and business awareness with a client focus, relationship-orientated in a culturally diverse international market and the ability to exert commercial negotiation and influencing skills
*Demonstration of strong knowledge of global economics and political conditions, current affairs and competitor activity and the implication of these will be necessary for benefit of our clients
*Depth of commercial understanding of the businesses they have supported in the past, coupled with an appetite to build a deep appreciation of the banking sector

The Benefits:
Our customers deserve the best. The same goes for our people. That's why at Barclays you'll receive a range of benefits including a competitive salary, flexible hours and all the tools, technology and support to help you become the very best you can be.

Our Values:
Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. That means trusting our colleagues to live our culture, and knowing they'll trust us in turn to listen to their ideas, recognise their contributions and make banking simpler for everyone.

Diversity:
At Barclays, we recruit based on merit and are committed to promoting diversity throughout our organisation.

We encourage applicants to apply as early as possible in the recruitment period. Barclays recruitment periods can and may vary. We reserve the right to remove this advert during the recruitment process.