Job details

Head of Client Lifecycle Management (CLM) Operations

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Job Description

Purpose of the role

To manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators.

Accountabilities

Identification of trends and opportunities to improve areas and develop new process and procedures through the monitoring and analysis of operation data and performance metrices.
Management of operations for a business area and promote efficient processes, risk management and compliance initiatives to support the bank's operations.
Collaboration with internal stakeholders (including business leaders, project manager and SMEs) and external stakeholders (including vendors and service providers) to support business operations and promote alignment with the bank's objectives and SLAs.
Management of operational professionals and provide guidance, coaching and support to improve colleagues' delivery quality.
Management and development of KPIs to measure the effectiveness of operation functions, utilising data and technology to support the identification of areas that require improvement.
Compliance with all regulatory requirements and internal policies related to customer experience.
Creation of a safe environment for colleagues to speak up, actively and regularly encourage and solicit feedback to ensure people agenda remains focused on the right areas.
Management of attrition by working closely with HR in implementing retention initiatives for work force.

Director Expectations

To manage a business function, providing significant input to function wide strategic initiatives. Contribute to and influence policy and procedures for the function and plan, manage and consult on multiple complex and critical strategic projects, which may be business wide..
They manage the direction of a large team or sub-function, leading other people managers and embedding a performance culture aligned to the values of the business. Or for an individual contributor, they lead organisation wide projects and act as deep technical expert and thought leader, identifying new ways of working and collaborating cross functionally. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
Provide expert advice to senior functional management and committees to influence decisions made outside of own function, offering significant input to function wide strategic initiatives.
Manage, coordinate and enable resourcing, budgeting and policy creation for a significant sub-function.
Escalates breaches of policies / procedure appropriately.
Foster and guide compliance, ensure regulations are observed that relevant processes in place to facilitate adherence.
Focus on the external environment, regulators, or advocacy groups to both monitor and influence on behalf of Barclays, when appropriate.
Demonstrate extensive knowledge of how the function integrates with the business division / Group to achieve the overall business objectives.
Maintain broad and comprehensive knowledge of industry theories and practices within own discipline alongside up-to-date relevant sector / functional knowledge, and insight into external market developments / initiatives.
Use interpretative thinking and advanced analytical skills to solve problems and design solutions in often complex/ sensitive situations.
Exercise management authority to make significant decisions and certain strategic decisions or recommendations within own area.
Negotiate with and influence stakeholders at a senior level both internally and externally.
Act as principal contact point for key clients and counterparts in other functions/ businesses divisions.
Mandated as a spokesperson for the function and business division.

All Senior 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.

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.

To lead the Global CLM Ops teams. To manage and enhance all processes, people and controls related to the onboarding, review and maintenance activities involved in the lifecycle of PBWM clients in all jurisdictions and in full compliance with the relevant regulations and Financial Crime requirements. This is a team of c.400 FTE spread across 6 separate PBWM sites operating within the PBWM Chief Operating Office (COO).
Global Operations accountability for CLM customer journeys: Client Onboarding; Anti-Money Laundering [AML] Periodic Reviews; Client Maintenance; Client Exits.
Management and development of Key Performance Indicators [e.g. Onboarding cycle times; Periodic AML Review timeliness] to measure the effectiveness of Ops teams; utilising data and technology to support the identification of areas for improvement.
Drive CLM process optimisation to enhance the Client Experience; improve CLM control frameworks; deliver a commercially sustainable Operating Model.
Partner with Financial Crime colleagues to ensure CLM Operations journeys evolve and develop in-line with International Regulatory demands.
Partner with the Agile Tribe Lead and Technology to drive automation as well as the adoption of the latest technology [GenAI / Machine Learning] capabilities to deliver scalability across all CLM journeys in-line with the PBWM business strategy.
Manage and influence senior stakeholders, including PBWM Executive Committee members, to understand the demands of the PBWM sub-BU’s.
Prioritise talent development and succession planning to create a CLM Ops function with fungible resources across different CLM functions / locations.
Leverage awareness of industry trends to embed journey benchmarking and identify opportunities to optimise and improve front to back processes.
Create and foster a safe environment for colleagues to speak up; actively and regularly encourage / solicit feedback to ensure the People agenda remains dynamic and focused on the right topics.

What You Should Know About Head of Client Lifecycle Management (CLM) Operations, Barclays

At Barclays, we are on the lookout for a dynamic Head of Client Lifecycle Management (CLM) Operations to spearhead our operations on the Glasgow Campus. In this pivotal role, you will manage our operational framework, ensuring compliance with relevant regulations and enhancing processes through analysis and insights. Your knack for identifying trends will drive our continuous improvement efforts, enabling us to streamline operations and elevate the client experience. Collaborating closely with various internal stakeholders—be it business leaders, project managers, or SMEs—you'll promote alignment with corporate objectives and service level agreements. Your leadership will guide a team of operational professionals, fostering a culture of coaching and improvement to enhance delivery quality. With a focus on key performance indicators (KPIs), you'll utilize data and technology to pinpoint opportunities for enhancement. Adhering to regulatory standards is paramount; your role will ensure that our processes not only meet but exceed these expectations, while also maintaining a safe environment that inspires team feedback and growth. As a senior leader, you will influence strategic initiatives, manage substantial projects spanning multiple functions, and ensure our operations are agile and responsive to the latest market trends and regulatory requirements. This is an exceptional opportunity to impact our operations meaningfully while developing a high-performing team that exemplifies our values of Respect, Integrity, Service, Excellence, and Stewardship at Barclays.

Frequently Asked Questions (FAQs) for Head of Client Lifecycle Management (CLM) Operations Role at Barclays

What are the key responsibilities of the Head of Client Lifecycle Management (CLM) Operations at Barclays?

The Head of Client Lifecycle Management (CLM) Operations at Barclays is responsible for managing comprehensive operational processes, risk management, and compliance initiatives. This role involves collaboration with both internal and external stakeholders to promote alignment with business objectives, while identifying trends and opportunities for process improvement. It also includes managing a team of operational professionals, developing key performance indicators, and ensuring adherence to regulatory requirements.