PB Singapore Head of Client Enablement and Business Support Role Profile

Join the Barclays Private Bank Singapore team and play a key role in managing client service risk across the business, overseeing day-to-day service delivery for Client Enablement, and Business Support. The role holder will build and manage separate teams geared towards servicing the complex needs of UHNW clients through multiple channels– one is focused on client servicing, including complaints management, and another team of Private Banking Executives, who in turn support Private Bankers.

In both areas, the role holder will

• Help the PB business deliver on its priorities (e.g. commercial targets) while adhering to regulatory expectations as well as internal standards.

• Be a key point of escalation for complex issues for PB Client Services & Complaints, PBEs, Private Bankers, and Leadership.

• Work with partners within Front Office and Infrastructure to ensure the prompt and effective resolution of issues across the client lifecycle.

Key Responsibilities

• Leadership & Team Management

  • Build, lead, coach, and develop high-performing teams. Drive a culture of accountability, client-centricity, and continuous improvement. Ensure that work is delivered in a timely manner and to a senior standard.

  • Manage team dynamics, wellbeing and morale to ensure that the Barclays work environment is conducive for employees to deliver high performance and consistently excellent outcomes in a balanced way.

  • Develop and manage a performance and career development plan for each colleague within the team.  Provide an objective, fair and balanced feedback on performance, encouraging growth as well as support further development so as to set colleagues up for success. 

• Client Servicing & Complains Management Oversight

  • Ensure adherence to MAS requirements. Implement an operating model that ensures adherence to MAS requirements and Barclays Standard.

  • Ensure consistent and timely handling of all service requirements and client queries across the client lifecycle (Call Back/Payments, Sundry Losses, eBanking support, Complains, Client Surveys, Client Comms, and other ad hoc queries)

  • Serve as an escalation point for complex service issues, working closely with Front Office and Infrastructure teams on resolution.

  • Ensure that issues and complaints are logged, investigated and resolved within SLA. Lead root cause analysis, and work with internal partners to improve service levels going forward

  • Champion the voice of the client, advocating for service enhancements across the bank

• Business Support

  • Ensure adherence to MAS requirements. Implement an operating model that ensures adherence to MAS requirements and Barclays Standard.

  • Uphold control and governance standards. Improve adherence to procedural and regulatory best practice by identifying training requirements for PBEs and Private Bankers.

  • Manage the book of work across the PBEs (including PBE Manager/s) to sustainably support Bankers and their clients. Dynamically manage the allocation of PBEs to Bankers to respond to evolving work demands.  

  • With support from the PBEs, produce management information to drive the right behaviours within the business (e.g. Account Opening updates, Banker Risk Dashboards, etc.)

  • Serve as an escalation point for complex service issues, working closely with Front Office and Infrastructure teams on resolution.

  • Judiciously use ‘Z Signatory’ responsibility, granting exceptional approvals after appropriately assessing the probability and impact of adverse outcomes.

• Risk Management & Compliance

  • Proactively identify and escalate service-related breaches

  • Ensure that team members maintain the requisite level of competency as well as risk awareness by ensuring bankers complete internal and external training modules including compliance with local CPD requirements. Identify areas of development for bankers to learn, train and upskill to maintain consistently excellent standards. Encourage team members to stay updated on industry trends, regulatory changes, and best practices.

You will 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 Singapore, and is regulated by the Monetary Authority of Singapore. The Team Lead must be CACS Certified (Paper 1 & 2), since the role holder needs to meet the knowledge and competency requirements set by the regulator for PBEs (who provide investment information to clients)

Purpose of the role

To lead and develop a highly engaged team, pioneering an omni channel experience to achieve consistently excellent customer outcomes. Build and maintain your team’s capability to deliver excellent customer outcomes through identifying, understanding, and meeting customer needs both internally and externally, using available tools and enablers to grow business performance. 

Accountabilities

• Customer service to create excellent customer satisfaction and positively influence NPS (Net Promoter Scores), act as an ambassador for Barclays externally and internally, creating connections and growth for customers.
• Identification and maintenance of active performance management standards across the team, communicating to and inspiring colleagues to be commercially minded, achieve goals and expectations, measure them frequently and honestly to ensure personal growth and support early identification and intervention where required.
• Day to day running of the business, using internal and external insights to develop an effective business plan, making evaluative judgments to support customers with their financial needs and drive long term sustainable revenue growth in your area.
• Market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.
• Cultivation of a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact.
• Creation of an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues and Outcomes.
• Operational performance of allocated sites and surrounding touchpoints. Ensuring operational and risk frameworks are adhered to for all direct reports, including observations.
• Creation of a culture which enables focus on building deeper relationships with customers and contribute to the overall success of Barclays.

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.