Relationship Manager - Operations Client Services (OCS)

Join us as an Relationship Manager Operations Client Services (OCS) at Barclays, where you'll manage the operations relationships with a high-profile group of important clients to ensure they receive a consistently excellent level of service from Barclays. This challenging and exciting role includes oversight of clients’ operational experience through regular collaboration with service leads to identify process performance trends, themes, and areas for service improvement. Consistent engagement with senior operational leads at each in-scope client to gather direct feedback about expectations and performance, and clear communication of/alignment with clients’ strategic operational priorities. Support investigation/resolution of operational escalations which clients raise to OCS. This includes close partnership with operational service leads to ensure ownership of consistently excellent day-to-day query management, as well as driving longer-term action plans to address any thematic areas for improvement.

This role may also require travel to client’s site for face-to-face meetings.

To be successful as an Relationship Manager Operations Client Services (OCS), you should have:

• Previous client-facing experience in Investment Banking Operations, with examples of successfully delivering excellent client service, and effectively managing situations requiring conflict resolution.
• Fundamental financial markets operations exposure, and understanding of trade lifecycles including trade capture, trade enrichment, trade confirmation, settlement processing, asset servicing, claims investigation, etc.
• Can demonstrate product knowledge of multiple asset classes such as Fixed Income, Cash Equities, Derivatives, FX, Securitised Products, Wholesale Lending, Prime Brokerage, etc.
• Strong track record of being an active and collaborative, team-oriented contributor.
• Experience utilising data for analysis of operational processes to drive efficiency or service improvement.
• Ability to form problem statements and identify accountable owners.
• Ability to utilize MS Excel to facilitate data analysis and PowerPoint for effective pack production.
• Skill and comfort in preparing and delivering formal presentations. 

Some other highly valued skills may include:

• The ideal candidate is passionate about and energised by delivering an excellent Client Service experience. 
• Should have strong desire, confidence, and poise to lead successful interactions with clients, colleagues, and stakeholders at all levels of experience and seniority.
• Has had positive engagement or collaboration with sales, trading, and/or operations stakeholders.
• Experience with and strong understanding of the operational lifecycle of multiple asset classes. 
• Has a transformation-oriented mindset and has identified opportunities to improve processes.
• Demonstrates a broad knowledge of financial industry landscape including relevant market initiatives.
• Previous use of Sales Force, Tableau, Qlik View, Alteryx, CRUD DB is an advantage.

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.

This role is based in France.

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.