Client Service Executive
|Company Name:||Barclays Corporate Banking|
|Employment Type:||Full Time|
|About Client Services|
The Client Services team is a one-stop client service stop that manages end-to-end client transactions and servicing requests. Objective is to improve client experience, improving self-service, as well as allowing the coverage team to focus on acquiring new business and deepening existing relationships through cross sell.
Overall Purpose of Role
Be the single point of contact for all Corporate client’s transactional and servicing requirements. Act as the enabler between the processing teams and the client to ensure seamless coordination and processing of all corporate transaction within the agreed turnaround time.
The role holder will be the service manager for the assigned top tier client portfolio ensuring end to end ownership of all the clients transactional and service issues proactively.
The role holder will require excellent written and oral communication skills as well as relationship building with the stakeholders across all processes to ensure smooth processing of transactions and exceptions handling.
The role holder will be responsible to ensure that customer focus is key and ensures that constant improvement to the processes to maintain a competitive edge over the market practices
The role requires team management and leadership skills, development and implementation of controls, governance and compliance for the team.
Be the single point of contact for all corporate clients transactional and servicing needs via dedicated email and phone
Ensure all KPI’s are met for all types of queries and complaints
Ensure end-to-end ownership of all transactional and service issues proactively.
Support self-service agenda to ensure clients/ RD use the available functionalities to service their own needs
Attend meetings with the top tier clients/ BarclaysME trainings along with the coverage team when necessary
Working with the relevant Corporate Coverage RD/AD engaging internal & external stakeholders to ensure satisfactory service delivery
End to end management of the complaint handling process in line with the Barclays complaints handling process
Own all servicing processes including but not limiting to; call back process, discrepant transaction resolution, discrepant documentation support, etc.
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.
Stakeholder Management & Leadership
The role requires strong interpersonal and communication skills due to interaction with a number of key stakeholders in Coverage and other Infrastructure partners. The role also requires coordination with teams located offshore and as such effective stakeholder management will also be essential. This role will also involve working closely with colleagues in the coverage team
Decision-making & Problem Solving
The role requires evaluative judgement and analytical skills to handle every client query and complaint fairly and in line with the processes of the bank, the regulatory requirements and conduct and reputation risks.
Risk & 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
Specifically, jobholder will have extensive knowledge and experience in corporate client servicing, operational processes with intensive knowledge of all corporate products especially for Trade and Cash Management.
Specifically UAE experience
Ability to be able to fluently and professionally communicate with clients both written and verbal
A strong focus on service excellence
Ability to critically analyse data including the identification of trends, themes and unusual outliers.
A proactive approach to problem solving with a knack for uncovering elegant solutions. Time Management:
Able to work in a pressurised environment, to tight deadlines and still deliver a consistently high standard of work. Requires a certain level of prioritisation and organisation alongside this to manage workload
Keen in learning how to use new technologies
Technically proficient in Microsoft suite of products (Word, Excel (Advanced), & PowerPoint).
Desirable (but not essential) skill
Be “tech savvy” and interested by the opportunities technology provides for quality, efficiency or accuracy.
The right candidate will have strong relationship building skills, senior management exposure and excellent communication skills are an essential requirement.
Excellent command of the English language with strong written and verbal communication skills is crucial.
Proficiency in Arabic would be a plus.
Academic And Professional Qualifications
Minimum 2 years corporate client servicing experience with intensive knowledge of all corporate products especially for Trade and Cash Management.
Proactive and motivated to achieve excellence; resourceful
Strong team player
Focused on enhancing client experience/client focused
Strong analytical skills and a diligent approach to understanding and confirming facts
Excellent written and oral communication skills
Interviewing skills and the ability to present, negotiate and influence effectively
Ability to provide information in report format.
Strong interpersonal skills, able to initiate, build and maintain good relationships
Constructive and positive approach to challenges, able to find mutually acceptable solutions
Ability to work independently and in a team environment
Self-starter who pro-actively takes on additional tasks and ad-hoc projects as requested
Recommend practical solutions or actions, which add value to the business.
The ideal candidate will demonstrate self-motivation, logical thinking and presentation skills and an ability to communicate with ease and credibility with senior leaders. Collegiate with a strong team approach and ability to network and build relationships across teams will be very important.
Role Profile Attestation
The content of this role profile is relevant for the role in question.
Name of reviewer: Emma Webster
Role of reviewer: HR Business Partner
Date of review: 05 March 2019
The Benefits: Our customers deserve the best. The same goes for our employees. That’s why at Barclays you’ll receive a range of benefits that include a competitive salary and all the tools, technology and support you need to succeed.
Our Culture: Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. The values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our employees. Simply put, success is not just about what you achieve, but about how you achieve it.
Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager.
Barclays is an equal opportunity employer and are opposed to discrimination on any grounds. For more detailed information, please visit our dedicated Diversity and Inclusion site here.
Purpose and Values
Barclays has a single cross-business Purpose for Barclays and five core Values which underpin it.
Our Purpose is helping people achieve their ambitions in the right way. Put simply this is the answer to the question ‘What is Barclays for?’ and it should guide our every action as employees.
We respect and value those we work with, and the contribution that they make.
We act fairly, ethically and openly in all we do.
We put our clients and customers at the centre of what we do.
We use our energy, skills and resources to deliver the best, sustainable results.
We are passionate about leaving things better than we found them.
19 Mar 2019
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