Overall purpose of role

The Head of Client Service is accountable for the service strategy and delivery of general front line services to Private Bank Clients for the Monaco platform, including the effective performance, governance, strategic direction, project implementation and operation of all elements across the Client Services areas. These include the handling of client complaints, payment execution, client communication as well as first line support and onboarding of clients onto our digital platforms. 

Core accountabilities

This role is intended to define, establish, lead and deliver the Client Service Strategy for the Private Bank business in Monaco. The Head of Client Services Monaco is accountable for the leadership of the Client Service executives and online banking teams through direct reporting line responsibility. This accountability includes the effective performance, governance, strategic direction, project implementation and operation of all elements of the function.  Critical to this element of the role is to forge close relationships with senior leaders of the Private Bank business, creating a culture of collaboration to ensure the teams can deliver a world class digital and banking service to our clients.  The role holder must ensure that the Client services teams in the region  are able to respond flexibly to the changing needs of the business, carefully embedding change activity, and proactively looking for ideas for continuous improvement through feedback from clients and colleagues. 

This role is also accountable for the risk and assurance monitoring and activities for the Client Service team, ensuring a high standard of risk control, and that risk events are properly managed and work undertaken to minimise any repeat.  The aim is to ensure a low risk environment, ensuring there is a comprehensive view of the business risk profile and that all relevant risks are identified, evaluated and controlled. The successful candidate will ensure that all activities and duties are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Barclays Policies and Standards.

For the project side of the role, the role holder will be the responsible for:

• Supporting the delivery of the Digital strategy locally effectively and with minimum client experience disruption.
• Setting up an effective governance structure to track client improvement programs and working closely with Infrastructurepartners to execute and communicate benefits and progress to key stakeholders/ the local ManCo and Private Bank leadership teams.
• Guide the teams to be able to understand issues and implement immediate fixes. Reporting back on specific requests and escalate when issues have remarkable impact.
• Reviewing and sign off Client Services processes and structure to improve client experience and efficiency.

On the responsibility for Client Experience and general services ongoing management:

• Defining the scope, objectives metrics and success factors required to deliver excellent internal and external clients service.
• Monitor and manage an increase of client satisfaction through the implementation of improved service standards across key clients touch points.
• Align all clients facing communication effort and leverage digital channels to improve efficiency and client experience.
• Reviewing E2E processes touching the front office to establish where efficiency gains can be made and what is required to deliver them. Ensure that this dovetails into the improvements be made to address client service issues.
• Scoping and hiring a team to understand issues and implement immediate fixes. Reporting back on specific requests / funding requests to Wealth ExCo.

Key Clients (Internal and External)

The role holder's key internal clients will include:

• Senior leaders across Monaco and EMEA
• Monaco ManCO
• Legal, Risk and Compliance business partners
• Client Serviced and Digital Channel Teams across EMEA
• Operations and Technology business partners