Head of Credit Operations

Monaco, Monaco

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Date live: Oct. 11, 2022

Business Area: COO & Functions

Area of Expertise: Operations

Reference Code: 90279103

Contract: Permanent/Regular

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Overall purpose of role

This role holder will manage the day-to-day delivery of all operational aspects for a key team in Monaco the Credit Operations Team. The role holder will be asked to support and oversee Monaco Credit Operations as requested by the Global Head of Credit Operations to ensure best practice and synergies are leveraged across the location.

The Monaco Credit Operations team is responsible for working with Private Bankers and their Executives, to ensure that all matters post credit sanction are dealt with in a well-organized and proficient manner: from analysing the credit sanction to preparing complex credit legal binding documents; to the gathering of all relevant information to issue a Safe-to-Lend and hence drawdown of funds; proactively managing the credit lifecycle of deals; and performing loan-to-value collateral monitoring management to ensure all margin calls are communicated to Credit Risk and the Business appropriately, to assist in effective management of credit risk exposure. The team is seen as the ‘project management’ service for complex transactions bringing together various stakeholders to find resolutions fast, leading to an excellent client experience. Therefore this team has exceptional attention to detail and a strong controls culture, combined with a commitment to meeting the needs of the client. The team work closely with Private Bankers, their Executives, Wealth Legal, Credit Solutions and Credit Risk amongst other relevant Operational teams. The role holder will also be asked to liaise with Monaco Credit Operations as requested by the Global Head of Credit Operations to ensure best practice and synergies are leveraged across both locations.

The role will include leading, directing and implementing a strategy to ensure full delivery of the department’s operational service level commitments (SLA’s), client satisfaction and service improvements via day-to-day performance management, resolution of persistent service issues and the forecasting and management of medium-term workload and resource fluctuations. They must provide visible leadership of the team, clear business direction and drive performance to optimise results, create and deliver a short and long-term operational improvement agenda.

The role holder will coach and develop direct reports, as well as be a point of referral. They will ensure clients are serviced in accordance with agreed policies, procedures and commercial customer practices, whilst minimising exposure to risk. Involvement will be required in any strategic change and business management affecting the service delivery of Credit Operations.

The candidate will need to use their legal knowledge and training to explain complex credit procedures and products in a straightforward and concise manner to the Bankers and their Executives enabling them to pass these solutions to their customer. They will ensure that Credit Operations best practice is represented on all new projects. The candidate will need to be fully aware of budgetary and resource requirements and manage those constraints whilst still providing excellent service to all stakeholders.

Key Accountabilities

Personal Leadership: The role holder will demonstrate visible leadership and inspire high levels of performance across the function. The individual is responsible for creating and communicating an inspirational vision of the team with clear business direction and performance culture that will ensure everyone understands their contribution and value.

Stakeholder and Service Management: The role holder is responsible for the ongoing development of all stakeholder management activity, including reporting, engagement and issue resolution. In addition, the individual will take full accountability for the end to end credit service delivery operation. The individual will deliver service excellence for our clients and stakeholders, ensuring the credit operations area are efficiently managed so that a superior client experience is delivered consistently across areas of responsibility. The role holder will be a vital escalation point requiring quick judgement and issue resolution to manage stakeholder expectations.

Transformational Leadership: Create and sell a vision for Credit Operations capability, its values and performance aspirations. Motivate, appraise and develop direct reports and the wider team ensuring that they are equipped to meet their objectives through coaching, training and management of development plans. Deliver operational performance targets through direct reports. Develop relationships and encourage team working between all Wealth and Investment Management teams ensuring that Operations and in particular your department is championed. Work in partnership with key stakeholders on a day-to-day basis to ensure consistent improvement is achieved and pursue own development to increase personal effectiveness acknowledging strengths and areas for development.

Performance Management: The role holder is accountable for achieving performance targets for the team (primarily SLAs and qualitative objectives) and delivery of a world standard client experience. The role holder will ensure clients are serviced in accordance with agreed policies, procedures and commercial/customer practices, including achieving all quality checking requirements. The role holder is responsible for cross-site service performance using techniques such as key performance indicators (KPIs) and balance scorecards to monitor and track BAU progress.

Change Management: The role holder will support the Credit Operations leadership team in service delivery aspects of strategic change and business management whilst ensuring day-to-day service quality is maintained.

Risk Management: The role holder will ensure that operational processes are robust so that all risk and regulatory requirements are adhered to using effective controls such as key risk indicators (KRIs) to spot potential issues and logs to manage issues.

Project Management: The role holder will ensure that effective participation in various work streams and initiatives are adequately planned and followed through with any risks actively managed using project management techniques.

Subject Matter Expertise: The role holder will ensure that they have an effective understanding of Credit Products (in particular French property transactions) Credit Legal and Credit Risk to ensure that operational performance of the team is linked to the E2E Credit Experience for WIM clients. A Legal background and understanding is desirable for the role holder.

Risk and 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

Supervisory Responsibilities

The role holder will build, develop and motivate a high performing teams committed to achieving success through collaboration. The individual is responsible for communicating performance development planning process for all staff, agreeing challenging performance objectives and measures, providing regular and ongoing feedback and honest assessment on achievement. The individual will ensure the team has sufficient resources at all times to meet required timeframes and that planning is undertaken to achieve this. The role holder will deliver effective resource availability reporting and exceptions. The individual will also be responsible for delivering fair and consistent application of Barclays Plc HR policies.

Key Clients (Internal and External)

There are a number of key stakeholders which the role holder will have to interact with on a daily basis. These will include Senior Private Bankers and their executives, Relationship Managers, Business Service Managers, Wealth Legal, Credit Risk, and Credit Solutions (both in Monaco and globally) as well as other Operational teams, and other senior management within the Credit Operations teams.

Role Requirements

Professional/technical experience: The right candidate will possess strong knowledge of legal processes especially relating to French and UK mortgage transactions. The candidate should have extensive experience in the drafting of complex facility letters, the instruction of panel lawyers, notaries and valuers for large and complex secured lending applications and cross border credit transactions. The candidate’s legal and technical knowledge will also be used to support other Credit Operations booking centres.

The ideal candidate will have experience of operational dynamics and key business drivers such as service level management, recruitment, training, people management and the ability to cope with fluid, fast moving complex environment. They will have a proven experience working in a dynamic, client focussed, target driven environment with a demonstrable desire to continually improve performance. The right candidate will have a proven track record of coaching skills and delivering feedback to drive quality and performance and will have the ability to improve and drive performance. The ideal candidate will have a depth of experience, knowledge and ability to use variety of coaching methods and techniques, in order to develop and apply rigorous process controls. A background in Credit Operations and legal experience would be advantageous, but experience of high volume, complex transaction processing is a pre-requisite.

Academic and professional qualifications: The right candidate will have a strong academic record and be educated to degree level (possibly post-graduate level) focussing on Management, Banking, Finance, Law or Economics and possess a solid understanding of French property purchases and Credit business.

Communication skills: The right candidate should be fluent in French (French mother tongue or equivalent level) and fluent English and will have strong written, verbal and presentation skills, as they are an essential aspect of this role.

Personal attributes: The successful candidate will be a solution and action orientated leader, with a focus on continuous improvement in all areas of work. Known for high productivity levels, the right candidate will be able to deliver quality results with a challenging, positive, influential style. They will have the ability to inspire exceptional team performance through their people and be seen as a role model for core behaviours. They will possess sound commercial skills and have the ability to negotiate and influence senior stakeholders. A relationship builder with a reputation for integrity, the role holder will have the ability to drive the credit and banking operations service proposition forward at pace.

Essential Skills: As outlined within the candidate specification section.

In addition, the successful candidate must have a strong track record of successful management of Operational teams. It is also vital that they have a proven track record in the Credit environment, given that the team focus on complex transactions that require a deep understanding of lending documentation and credit products.

The successful candidate will have proven experience of managing a large team of people. They must have the ability to build influential and productive relationships with colleagues across the business and operate at both tactical and strategic levels. It is essential that the right candidate has a track record of managing relationships with senior stakeholders and delivering against agreed commitments within a large organisation.

The successful candidate will have a depth of experience, knowledge and ability to use a variety of coaching methods and techniques in order to develop and apply rigorous process controls.

Desired Skills: preferably the successful candidate will have experience and an understanding of, or exposure to, Continuous Improvement methodologies and Process Improvement with the ability to demonstrate a continued commitment to learning and development.

Knowledge of and experience in using Microsoft Visio for effective process mapping; creating procedure/policy documentation to support and use of Microsoft Project for effective project planning.

More about working at Barclays

Our approach to hybrid working ensures there’s the right balance of working alongside colleagues at our onsite locations, as required for each role. For business areas that offer a hybrid working experience, this will be in a structured way, where colleagues work at an onsite location on fixed, ‘anchor’, days of the week. Some roles may require full onsite working. Please discuss the working pattern requirements for the role you are applying for with the hiring manager.

We continue to embed and review our hybrid working environment and remain in a phase of testing and learning. This means that working arrangements could change, with reasonable notice, to align with the needs of our business.

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 committed to providing an inclusive culture and environment, that recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees globally to work flexibly empowers each of us to work in a way that suits our lives, as well as enabling us to better service our customers’ and clients’ needs.

Our approach to working flexibly is designed to support you to balance your life and to accommodate diverse needs, whilst still allowing us to meet our business needs. If you’d like to request a flexible working arrangement, please discuss this with your hiring manager.

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