Service Team Leader

Service Team Leader | Barclays |Isle of Man

Come join us as a Service Team Leader! We are seeking a dynamic and motivated individual to oversee frontline service delivery, support relationship initiatives, and shape the strategic direction of relationship support across the organisation. This is a highly visible, client-facing role that also partners closely with internal stakeholders. You will play a key role in supporting senior leadership, managing operational risk, and driving continuous improvement in service quality and team performance.

Within this role, you will lead, motivate, and develop a high-performing team, fostering a culture of accountability, resilience, and continuous improvement. You’ll oversee workflow and performance, ensuring high service standards are consistently met in a fast-paced environment.

You’ll also support senior management in identifying and managing operational risks, ensuring compliance with Barclays’ risk framework. Driving change initiatives and process improvements will be key, along with embedding a strong control culture across the team.

In service delivery, you’ll act as a central point of coordination between relationship support and internal departments. You’ll resolve complex issues, manage challenging conversations, and maintain a client-first mindset while building trusted, collaborative partnerships across the business. This is an excellent opportunity for a forward-thinking professional to make a tangible impact on client service standards, operational efficiency, and strategic relationship support.

Essential Criteria:

• Strong stakeholder management skills – Able to build and maintain relationships with internal departments and external clients.
• Proven problem-solving ability – Confident in addressing complex service issues and resolving them independently or through collaboration.
• Excellent communication skills – Able to handle challenging conversations professionally and convey information clearly across various audiences.

Desirable Criteria:

• People management - Previous experience managing or leading people, with exposure to coaching and performance management.
• Front-office or client-facing experience – Ideally within financial services, demonstrating comfort interacting with clients.
• Risk awareness and control mindset – Demonstrated ability to identify, escalate, and manage operational risk effectively.
• Experience supporting or delivering change – Practical experience contributing to or managing operational change or continuous improvement initiatives.

This role is based on Isle of Man.

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

Purpose of the role

To manage relationship support initiatives and set the strategic direction. Provide support to the bank's senior management team, and to manage relationship support risk across the organisation. 

Accountabilities

• Development of strategic direction for relationship support, including the implementation of up to date methodologies and processes.
• Management of relationship support initiatives, including oversight of colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness.  .
• Relationship management of relationship support stakeholders, including identifying relevant stakeholders, and maintenance of the quality of external third party services.
• Development and implementation of policies and procedures for relationship support.
• Management of relationship support risk, including identification of potential risks, development of strategies to mitigate those risks, and maintenance of alignment between the bank’s relationship support and compliance functions.  .
• Monitoring the financial performance of relationship support teams, including revenue, profitability, and cost control.
• Conducting thorough market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.

Assistant Vice President Expectations

• 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 performance relative to objectives and determination of reward outcomes
• 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 lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will 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; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing 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, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders 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.