Service Team Leader

Aplaro Ltd; Jersey Marine; On-site; GBP 60,000 - 85,000; Full time

Job summary

Barclays Jersey Private Bank seeks a Service Team Lead to oversee frontline service delivery, support relationship initiatives, and shape the strategic direction of relationship support. You will lead a high-performing team, drive customer service excellence, and partner with internal stakeholders in a fast-paced environment.

Responsibilities include managing operational risk, coaching staff, and delivering continuous improvement aligned with Barclays values.

Responsibilities

• oversee frontline service delivery for the Private Bank and Wealth Management team
• support relationship initiatives and shape the strategic direction of relationship support
• lead a high-performing team and coach colleagues to achieve objectives
• manage operational risk and ensure adherence to governance standards
• drive continuous improvement in service quality and efficiency
• partner with internal stakeholders to align with business strategy

Job description

Job Description

Purpose of the role To manage relationship support initiatives and set the strategic direction. Provide support to the bank's senior management team, and to manage relationship support risk across the organisation.

Accountabilities

Development of strategic direction for relationship support, including the implementation of up to date methodologies and processes. Management of relationship support initiatives, including oversight of colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness. . Relationship management of relationship support stakeholders, including identifying relevant stakeholders, and maintenance of the quality of external third party services. Development and implementation of policies and procedures for relationship support. Management of relationship support risk, including identification of potential risks, development of strategies to mitigate those risks, and maintenance of alignment between the bank’s relationship support and compliance functions. . Monitoring the financial performance of relationship support teams, 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, etc).to 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.

Role Overview

Join us as a Service Team Lead in our Private Bank and Wealth Management team in Jersey. We are seeking a dynamic and motivated individual to oversee frontline service delivery, support relationship initiatives, and shape the strategic direction of relationship support across the organisation. This is a highly visible, client-facing role that also partners closely with internal stakeholders. You will play a key role in supporting senior leadership, managing operational risk, and driving continuous improvement in service quality and team performance. Within this role, you will lead, motivate, and develop a high-performing team, fostering a culture of accountability, resilience, and continuous improvement. You’ll oversee workflow and performance, ensuring high service standards are consistently met in a fast-paced environment. You’ll also support senior management in identifying and managing operation