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Service Team Leader

Douglas, Isle of Man

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Date live: 07/09/2025

Business Area: Crown Dependencies

Area of Expertise: Relationship Management

Contract: Permanent

Reference Code: JR-0000058852

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Barclays Relationship Management

Join Relationship Management, to build and maintain relationships with customers, clients, stakeholders, and strategic partners. Your focus will be on driving business growth through effective relationship-building and delivering tailored solutions to meet client needs.

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Service Team Leader | Barclays |Isle of Man

Come join us as a Service Team Leader! 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 operational risks, ensuring compliance with Barclays’ risk framework. Driving change initiatives and process improvements will be key, along with embedding a strong control culture across the team.


In service delivery, you’ll act as a central point of coordination between relationship support and internal departments. You’ll resolve complex issues, manage challenging conversations, and maintain a client-first mindset while building trusted, collaborative partnerships across the business. This is an excellent opportunity for a forward-thinking professional to make a tangible impact on client service standards, operational efficiency, and strategic relationship support.

Essential Criteria:

  • Strong stakeholder management skills – Able to build and maintain relationships with internal departments and external clients.
  • Proven problem-solving ability – Confident in addressing complex service issues and resolving them independently or through collaboration.
  • Excellent communication skills – Able to handle challenging conversations professionally and convey information clearly across various audiences.


Desirable Criteria:

  • People management - Previous experience managing or leading people, with exposure to coaching and performance management.
  • Front-office or client-facing experience – Ideally within financial services, demonstrating comfort interacting with clients.
  • Risk awareness and control mindset – Demonstrated ability to identify, escalate, and manage operational risk effectively.
  • Experience supporting or delivering change – Practical experience contributing to or managing operational change or continuous improvement initiatives.


This role is based on Isle of Man.

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.

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.

Barclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please review Adjustments to the recruitment process.

We’re a global, vital and highly respected financial organisation with an inspiring Purpose. Operating in 39 countries and employing around 100,000 people across the world, we help communities, individuals and businesses thrive. And we’ve created financial solutions and technology that the world now takes for granted. A career with us can offer incredible variety, depth and breadth of experience, and the chance to learn from some of the best minds in technology and finance.

To find out more about Barclays' strategy please click here.

We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Barclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.

Learn more about Barclays locations

Across our campuses, we offer modern workspaces, collaborative areas, and state-of-the-art meeting rooms. Facilities include wellness rooms, on-site cafeterias, fitness centers, and tech-equipped workstations. Designed for innovation and comfort, they support a dynamic and productive work environment.

Gain access to wellness rooms, gyms and mental health support.

Our welcoming and inclusive culture supports you to bring your whole self to work, explore your potential and pursue your passions.

Modern spaces designed for teamwork and brainstorming.

There’s so much more than work to involve and engage you on campus. From socialising to sports, from community events to volunteering.

Learn more about Barclays locations

Across our campuses, we offer modern workspaces, collaborative areas, and state-of-the-art meeting rooms. Facilities include wellness rooms, on-site cafeterias, fitness centers, and tech-equipped workstations. Designed for innovation and comfort, they support a dynamic and productive work environment.

Health and wellness

Gain access to wellness rooms, gyms and mental health support.

A place where you can belong

Our welcoming and inclusive culture supports you to bring your whole self to work, explore your potential and pursue your passions.

Collaborative Areas

Modern spaces designed for teamwork and brainstorming.

More than work

There’s so much more than work to involve and engage you on campus. From socialising to sports, from community events to volunteering.

Multicultural ERGs at Barclays

Be you. Be valued. Belong.

We celebrate the unique perspectives and experiences each individual brings, believing our differences make us stronger and drive success.

You can learn more about our commitment to our colleague on our Inclusion and Opportunities page.

Learn more

Application Process

Your application

We’ll ask for information about you, your CV and cover letter.

1

Your assessment

Covering your behaviours and ability at work.

2

Your interview

Exploring your past experiences and skills.

3

Next step

We’ll request additional information so that you can complete our screening process

4
How to ApplyRead our FAQ's
Barclays

Working flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports your personal needs, alongside the professional needs of our business. If you'd like to explore flexible working arrangements, please discuss this with the hiring manager. Your request will be reviewed in-line with the requirements of the role/business needs of the team.

Hybrid working

We have a structured approach to hybrid working, where colleagues work at an onsite location on fixed, ‘anchor’, days, as set by the business area. Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

Barclays is built on an international scale.

Our geographic reach, our wide variety of functions, businesses, roles and locations reflect the rich diversity of our worldwide customer base. All of which means we offer incredible variety, depth and breadth of experience.
And the chance to learn from a globally diverse mix of colleagues, including some of the very best minds in banking, finance, technology and business. Throughout, we’ll encourage you to embrace mobility, exploring every part of our operations as you build your career.

Find more information

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You can learn more about our commitment to our colleague on our Inclusion and Opportunities page.

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