Global Service Manager - Portuguese Speaking London, England
Job description
Global Service Manager - Portuguese Speaking
London
As a Barclays Global Service Manager this is an exciting opportunity where you will be joining Corporate Banking Business area. You will be a part of the Corporate Banking Client Service, consists of 650 colleagues, who are responsible for providing overarching Day to Day, Channels, Implementation and Specialist Support services to Corporate Banking Client base.
Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality, and innovation behind us. We offer careers that provide endless opportunity – helping millions of individuals and businesses thrive and creating financial and digital solutions that the world now takes for granted.
Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment 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. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.
We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month, or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally can request work patterns to reflect their personal circumstances. Please discuss the detail of the working pattern options for the role with the hiring manager.
• Acting to servicing requests received from clients, as well as those from other business areas and third parties in Portuguese over telephone, fax, and email
- Providing the delivery of world-class service through excellent client servicing and transactional processing
- Leading and acting as a point of contact for technical and procedural lead queries in multiple languages
- Seeking client feedback to monitor service levels and drive appropriate improvements to achieve number one client satisfaction when measured against other Banks
- Overcoming customer objections and handle complaints effectively by ensuring records are maintained to provide a complete record of progress
- Working closely with the rest of the team providing mutual assistance by covering, training, coaching, and distributing knowledge of best practice
- Handling banking and methods of payments/transactions within the UK and throughout Active European banks
- Delivering level one assistance to our clients with product and channel queries in multiple languages
• Fluent written, reading, speaking, and listening in both English and Portuguese to native level
- World Class Customer Service Skills both on the telephone and via email with ability to utilize basic Microsoft systems (such as Outlook, Word, and Excel)
- Ability to take ownership of customer queries and cross-aid colleagues with customer queries
- Excellent Ability to work towards strict deadlines and Service Level Agreements (SLAs) for efficient resolution of customer queries
Skills that will help you in the role:
• Knowledge and experience of Europe and UK Banking and systems used within Barclays – i.e., Barclays.Net, iPortal, MassPay, FileGateway, SEPA Direct, QMS, etc
- Comprehensive knowledge of SEPA and payment methods plus knowledge of International and UK electronic payment methods and payment cycles
- A knowledge of the Data Protection Act, and a good knowledge of Operational Rigour
- Additional ability to read, write and speak any of the following languages (German, Portuguese, or Portuguese)
Where will you be working?
In the heart of Canary Wharf, our headquarters at Churchill Place boasts onsite amenities such as; a gym, staff restaurant and deli bar, and is easily accessible by tube and bus links. With a population of around 5000 staff the atmosphere is second to none with a real buzz being created around the offices within.
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