Head of Engagement, Acquisition and Communications

Role Overview

Assists relationship managers in managing client portfolios and optimises client experience while also leading the strategic acquisition and engagement of Wealth Management clients.

Responsibilities

• Maintain and update client information, contracts, agreements, and financial documents.
• Coordinate schedules for relationship managers and clients to ensure efficient time management.
• Process transactions, manage expense reports, and handle routine requests to free time for strategic activities.
• Gather market trends, competitor offerings, and industry news to support relationship managers with informed advice.
• Analyse client data, prepare reports on portfolio performance, and provide insights for portfolio adjustments and recommendations.
• Manage inbound and outbound communication through phone, email, and other channels.
• Support complex client projects by tracking timelines, allocating resources, identifying potential issues, summarising portfolios, and proactively communicating updates and opportunities.
• Assist clients with daily product and service tasks such as deposits, withdrawals, transfers, bill payments, mobile app support, and updating personal information.
• Guide new customers through account opening procedures, explain account terms, and set up online access and services.
• Resolve customer concerns and inquiries related to account balances, statements, transactions, and fees.
• Protect confidentiality and security of client data by following strict protocols.
• Define and deliver a 3–5 year acquisition strategy to achieve commercial targets for the Wealth Management business.
• Manage ongoing relationship with Barclays UK and internal lead generation networks.
• Lead the development and management of key external introducer channels.
• Define and coordinate delivery of a data strategy to identify target clients.
• Use data insights to recommend resource allocation to achieve commercial targets.
• Partner with PBWM Marketing to collaborate and drive the Wealth Management strategy.
• Ensure a coordinated approach across PBWM businesses for client acquisition, marketing, content, and engagement.

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