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Investments Platform Delivery Manager

Geneva, Switzerland

Date live: Jun. 27, 2024

Business Area: COO & Functions

Area of Expertise: Relationship Management / Sales

Reference Code: 90389520

Contract: Permanent

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About Investment Platform Delivery

The team is responsible for the delivery of client and colleague services on the Private Bank Switzerland platform within the Private Bank & Wealth Management division of Barclays. Built around a defined set of services, the team drives end-to-end standards, quality and resilience in order to provide an exceptional client and colleague experience.

Overall purpose of role

The Europe International Private Banking teams offer bespoke banking and investment solutions to high net worth clients in various international locations across UK, Ireland, Switzerland, Monaco, the Middle East and Africa. Barclays private bankers act as trusted advisors to clients providing bespoke banking services, lending and wealth structuring, in addition to a world class range of investment solutions and products across all asset classes.

To support growth aspirations, Barclays is focused on building a robust and scalable Private Banking business across its core geographies.Key principles of this include providing clients with a high quality experience; making our front office staff more productive; and building efficiency and effectiveness across all core processes and platforms. The Investments Platform Delivery Manager plays a key part in this delivery.

Working in the PBWM Global COO team, with oversight of the Switzerland investment service journeys to raise the service benchmark across the business, supporting, coordinating and communicating issue management to improve E2E process and client and colleague experience. Identify and implement initiatives that enable the business to transform and achieve its client experience standards. Deliver process improvements and reviews to enhance the client experience in line with Client Satisfaction Survey findings and manage BAU service issues.

The purpose of the role is to ensure that Switzerland is able to provide high-end services in an effective, scalable and compliant manner. A key requirement is balancing the competing requirements of regulatory and operational risk against the client experience and commercial considerations.

Core accountabilities

Provision of direct support to Bankers, PBEs and Investments colleagues (including Investment Managers and Advisors) in relation to services and the resolution of specific client transactional issues. The roles holder will be the recognised technical expert / go-to person.

The successful candidate will be responsible for managing, coordinating, and communicating service issues raised by the Front Office teams. The individual will also be accountable for sharing best practice ideas and implementing solutions to service issues. The candidate will undertake a ‘service partner’ role for the Private Bank and investments teams, supporting resolution of servicing and/ or issues impacting client experience. The candidate will work in accordance with Barclays risk management policies and adhere to these within this role.

Service Management for the location: Supporting high value client investments transactions; Resolving day-to-day service issues; Creating best practice standards using central team experts; Service recovery and complaint mitigation; Direct liaison within wider Barclays group for support where required, and ensuring that service provision from internal and external support providers is at the required standards.

Business Delivery for the location: Liaising with other Location Platform Delivery Managers to ensure effective coordination of cross business issues; Ensuring that administrative processes are completed, where possible with minimal impact on bankers; Liaison with all internal and external service providers.

Supervisory responsibilities

The role holder will not be required to supervise individuals, but will be expected to develop collaborative workingrelationships with multiple functional and Group stakeholders, navigating the organisation with minimal direction.

Role requirements

The successful candidate will:

·Be action oriented and organised with the ability to handle a number of tasks simultaneously and prioritise accordingly.

·Be self-motivated, able to work on their own initiative and remain calm under pressure.

·Have good interpersonal and influencing skills, as well as the ability to work as part of a team.

·Have the ability to absorb, analyse and provide concise and accurate summary of complex information to inform and potentially guide senior management decision-making.

·The role holder will have a good grasp of investments processes and ideally possess knowledge of Barclays systems and procedures.

·They will demonstrate a logical and structured approach to achieving desired outcomes along with good written and oral communication with ability to communicate across all levels.

·The right candidate will display high integrity and trust due to the sensitive nature of information handled.

·The successful candidate will have worked in a customer service orientated environment.

Risk and Control Objective

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

Purpose and Values

We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.

Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.

Respect

We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution.

Integrity

We operate with honesty, transparency and fairness in all we do.

Service

We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.

Excellence

We champion innovation, and use our energy, expertise and resources to make a positive difference.

Stewardship

We prize sustainability, and are passionate about leaving things better than we found them.

Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.

Empower

Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure.

Challenge

Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.

Drive

Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.

More about working at Barclays

We’ve had a presence in Europe almost as long as there’s been a Barclays. So, we’re building on solid foundations, leveraging our embedded talent, in 10 locations across the region allowing us to draw on a wealth of local and regional insight. For more information click here.

At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

Barclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please review Adjustments to the recruitment process.

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business.

Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a Carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility then please discuss this with the hiring manager.

We're committed to providing a supportive and simplified experience for our candidates throughout the application and assessment process. Here, you will find information about what to expect and some guidance around your assessment and interview.

While the application process depends on the role, there are some constant steps, which are;

Step 1 - Your application
Step 2 - Your assessment
Step 3 - Your interview
Step 4 - Next steps

We aim to create an inclusive work environment where everyone can reach their full potential. If you require any adjustments to our recruitment process, please click here to learn more.

Find out more information here.

Barclays offers a diverse, inclusive and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do and celebrated for their contribution to our business and our community.
We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

The Barclays Way

This is the spirit of Barclays. It’s why we exist, what we believe and how we behave. But most importantly, it’s how we make decisions, take action and get things done.

Learn more