GMO Client Services Manager

Join us at Barclays in Global Markets Operations (GMO) as a Client Services Manager to help deliver a world class level of service to our clients. The role is to support a key function within Operations in their service delivery with a specific focus on the provision of client service.

The successful applicant will have extensive interaction with our clients and internal stakeholders, working across a range of different functions and issues to ensure all client issues are resolved in a timely manner.

To be successful in the role of GMO Client Services Manager,  you should have a minimum of 1-2 years’ experience at mid- senior level along with a proven track record of the following:

• Exceptional Client Service skills coupled with the passion for delivering the ultimate client experience.
• Excellent verbal and written communication skills, able to clearly articulate complicated issues to senior management, senior stakeholders and other impacted areas.
• Ability to foster and develop strong networks across the organisation and collaborate to produce the best outcomes for our clients and our organisation.
• Outstanding problem solving skills with the ability to bring together the key stakeholders involved to identify the path to resolution.
• Capable of managing multiple conflicting priorities and navigating complex challenges with professionalism and urgency under scrutiny from senior stakeholders and regulators.
• Experience in handling and managing escalations and a knowledge of how to escalate potential items of risk or concern to senior management.
• Demonstrates resilience and composure under pressure, delivering consistently excellent client service in an intense, fast-paced environment.

Some other highly valued skills include

• Data Analysis with the ability to identify trends and themes and devise plans to address and resolve at source.
• Excellent knowledge of MS Office applications, including and not limited to Outlook, Excel, Word and PowerPoint.
• Ability to work independently without excessive oversight and management.
• Ability to influence a variety of senior stakeholders. 
• Previous experience with Salesforce.

You may be assessed on 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.

This role will be based out of Glasgow.

Purpose of the role

To provide escalation support to Markets Operation’s differentiated clients, while supporting proactive outreach and support activities.  

Accountabilities

• Provision of support and advice to Markets Operation’s differentiated clients by responding and resolving escalations efficiently and proactively sampling clients for feedback on service.
• Collaboration with various stakeholder groups including trading & sales, and Operations teams to meet the client's needs.
• Proposal of    new processes and procedures through monitoring and analysing client activities to identify opportunities for improvement.
• Collaboration across functional projects and initiatives to support the broader Markets Operations team.
• Regular relationship engagement to ensure understanding of / alignment with client’s strategic priorities.

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.