Job Description
Purpose of the role
To manage client service and set the strategic direction. Provide support to the bank's senior management team, and to manage client service risk across the organisation.
Accountabilities
* Development of strategic direction for client service, including the implementation of up to date methodologies and processes.
* Management of client service activities, including oversight of colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness. .
* Relationship management of client service stakeholders, including identifying relevant stakeholders, and maintenance of the quality of external third party services.
* Development and implementation of policies and procedures for client service.
* Management of client service risk, including identification of potential risks, development of strategies to mitigate those risks, and maintenance of alignment between the bank's client service and compliance functions. .
* Monitoring the financial performance of the client service department, including revenue, profitability, and cost control.
* Conducting thorough market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.
Assistant Vice President Expectations
* To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
* Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
* 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 lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
* Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
* Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
* Take ownership for managing risk and strengthening controls in relation to the work done.
* Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
* Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
* Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, solve problems creatively and effectively.
* Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
* Influence or convince stakeholders 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.
Join us as the Mass Affluent Executive Team Leader, where you'll play a key role in delivering a seamless, high‑quality experience to prospects and clients across our rapidly growing Mass Affluent planning and advice proposition. This role sits at the heart of our planning‑led offering, ensuring clients receive timely, accurate and supportive servicing throughout their journey.
As the Support Team Leader, you'll guide the team through a range of administrative responsibilities, including the full lifecycle of pension Letter of Authority (LOA) management, assisting Wealth Planners with data work for pension transfer reviews, drawdown and annuity support. Your team will also handle multichannel client support—spanning onboarding help and digital journey assistance.
Your mentorship will be crucial in creating a consistently excellent servicing environment, helping the team act as a smooth link between digital channels, Wealth Planners, Wealth Managers and the wider operational ecosystem. You'll help drive process improvements, encourage meaningful internal collaboration and shape an efficient, client‑centred model that continues to develop as the proposition grows.
This is an opportunity to shape the client experience end‑to‑end—building a team culture grounded in thoughtful customer care, while reducing friction across our client journeys. You'll also play an important part in embedding new processes, supporting governance, and maintaining high service standards within a proposition that is central to the bank's growth strategy.
To be successful as a Mass Affluent Executive Team Leader, you should have:
* Practical people‑management and coaching experience
* Confident problem‑solving abilities
* A background in paraplanning or financial planning support
* Steady stakeholder‑management skills
* A thoughtful approach to identifying and managing risk
Other valuable skills may include:
* Contributing to process improvements
* Knowledge of pensions and UK taxation
* Curiosity and adaptability in a fast‑changing environment
You may 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 Glasgow.