Head of Relationship Support - Jersey

Head of Relationship Support | Barclays | Jersey

We are seeking a highly skilled and self-motivated individual to take on the role of Head of Relationship Support in our Jersey office. This VP-level position is central to ensuring the effectiveness of client servicing, risk management, and operational excellence across the business.

The Head of Relationship Support will be responsible for ensuring all service level agreements and workflow processes are fit for purpose in Jersey, with a particular focus on the timely completion of risk and control activities, treasury deposit management, and oversight of complex servicing tasks. Acting as the key interface between Operations and Relationship Teams who support some of the firm’s largest fiduciary and fund clients, where servicing decisions can impact thousands of underlying beneficiaries.

A critical element of the role is driving digital advocacy and transformation in client servicing. This includes promoting and embedding self-service solutions where possible, ensuring Account Executive and Relationship Teams are proactively engaging with clients on digital adoption, and improving the overall client journey.

In addition, the successful candidate will play an integral role in the organisation’s change and transformation agenda. This involves assessing the impact of regulatory and market changes, reviewing, and challenging existing processes, and seeking out opportunities to improve efficiency and effectiveness across relationship support. The role requires someone who is proactive, commercially aware, and able to question “why we do the things we do” while delivering practical solutions that enhance risk management and client outcomes.

This is a senior leadership position, providing strategic direction to Relationship Support, managing risk across the function, and partnering closely with senior management and cross-functional stakeholders to deliver both immediate and long-term objectives.

Essential Criteria:

• Strong communication and stakeholder engagement skills, with the ability to influence across multiple teams and functions.
• Proven organisational and prioritisation skills, with a track record of managing complex workflows.
• Strong knowledge of risk management and control frameworks.

Desirable Criteria:

• Previous people management and leadership experience.
• Proven experience in process improvement, operational change, and transformation.
• Familiarity with digital client servicing solutions and advocacy.
• Demonstrated ability to manage strategic initiatives and change agendas, challenging existing processes and driving improvements.

This role is based in Jersey.

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.

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.