Investments Platform Delivery Manager

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.

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 mínimal 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 working relationships with multiple functional and Group stakeholders, navigating the organisation with mínimal direction.

Role requirements
- 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.

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 empa