It’s been five years since the Assistant Relationship Manager and Account Manager Programme, or A(R)M Programme for short, was launched. The internal certification programme’s main objective is to build the foundation for front talent development through a structured learning journey, covering skills and topics that are relevant from an A(R)M’s perspective. The programme has made tremendous strides in equipping front-facing employees with even higher client servicing skills. So far, 546 participants have completed the certification and, with almost 220 currently enrolled on the training, the programme is creating career development pathways that support internal mobility.
Oliver, Head of Talent Development Programmes at Julius Baer has played an instrumental role in designing the programme and further evolving it ever since its introduction in 2020. “It was particularly important that we not only focus on the development of relationship managers, but also create new career opportunities for assistant relationship managers and account managers, thus giving them the recognition and appreciation they deserve. These roles are the backbone of client service and are key to business success.”
In the A(R)M Programme, which takes up to 24 months to complete, participants take part in a series of tailored modules focusing on skills development and practical experience, culminating in a certified examination.
The success of the programme was recognised in 2021 soon after its inception, when it won a Skilly Award in the category ‘Team project competence development’ bestowed by skillaware — an initiative of Employers in Banking, the Swiss Bank Employees Association, and Association of Commercial Employees in Switzerland. Today, the programme continues to prepare ambitious assistants and account managers to be the relationship managers of the future, ensuring a strong RM talent pipeline and underpinning Julius Baer’s strategic ambitions.
Personal growth and development
Tamara, who started her career at Julius Baer as an apprentice in 2012, completed the A(R)M Programme back in 2022. Today she works as an associate RM within Intermediaries. Having progressed through several stages of her career journey since the apprenticeship, Tamara’s path is a great example of internal talent development. For Tamara, the A(R)M Programme came at the perfect time. “I wanted more of a challenge in my everyday work and the opportunity to learn something new. Completing the programme has provided me with a springboard to continue my career aspirations.”
In her current role, she still profits from the learnings gained during the A(R)M programme. “The service excellence skills that we learnt on the programme were very beneficial.” Tamara’s views are shared by Haroldo. Based in Montevideo, Uruguay, he is one of the first participants in this location to take part in the programme. He says: “The programme has allowed me to see the bigger picture, gain a deeper understanding of my responsibilities, and find a better, more strategic way to approach my work.”
Haroldo has seen an improvement in his soft skills because of his learning journey. “The human aspect of what we do can’t be overlooked. Having the opportunity to boost my soft skills has enriched my daily work; learning how to read body language, for example, can give insights into a person’s situation which can be used to engage with them in a more meaningful way. It’s valuable to have these skills to help you relate not only to clients, but also to your peers.”
Learning together from the best
Both Tamara and Haroldo’s enthusiasm for the programme is clear and it demonstrates their commitment to lifelong learning. From Oliver’s perspective this is paramount to success in all areas of business. He says that “lifelong learning is not just for specific functions. Whatever role you have, you never stop learning, growing, and developing yourself. Even the best tennis players have coaches and learn from each other. That’s what we facilitate with our programmes at Julius Baer: you can learn from the best.”
“Despite having more than ten years’ experience in the financial services industry, it is essential to professionalise my skills and improve them on an ongoing basis,” comments Haroldo. “The world is changing very quickly through advances in technology, so keeping skills updated is more important now than it ever has been. The programme provides a way to master these skills before putting them into practice in real life situations This will bring advantages in the long term.”
Self-improvement combined with the support of a strong team has been an aspect of the programme that Tamara has appreciated the most. “The collaborative learning environment was one of the highlights for me. I found it valuable to have the support of colleagues. It helped me to become more confident in understanding and mastering new topics.”
A global view with a local impact
The programme has now been rolled out in almost every global location where Julius Baer has a presence, except for Asia, UK and Guernsey – where, due to regulatory requirements, such trainings and certifications already exist.
Oliver explains that the roll-out was an organic result of the programme’s achievements. “Today our approach is global, but we customise content to be market specific. For example, our modules related to processes and tools are tailored to individual markets.
“Although we always planned to go global, we never had to push any location to introduce the programme. Internally, people were already talking about its success. Regional offices actively came to us saying that they wanted the programme. Employees are keen to be part of it not just to acquire skills to do their jobs better, but also because they recognise this unique offering makes Julius Baer stand out.”
But the programme doesn’t just offer training. “It’s also about creating a community,” says Oliver. The A(R)M programme is supported by the A(R)M community, a platform which connects participants around the world and provides an excellent space for knowledge sharing. “The implementation of initiatives, like a group chat that all have access to, has proven to be advantageous. Someone is always available to answer questions; it provides an excellent space for knowledge sharing.”
Haroldo explains that for him “communication is key to producing great results. Exchanges with colleagues locally and around the globe provide an opportunity to see what different approaches are being used to solve challenges similar to those I am facing in my day-to-day work. It’s invaluable to be able to draw on the wide variety of experience and knowledge of the other candidates.”
These meaningful interactions with colleagues remind Tamara of the beginning of her career at Julius Baer: “It has the same community feel as when I was an apprentice. We’re bonded together and can help each other. There’s a very personal feel about the programme.”
Looking beyond the now
For Tamara, the programme has opened the door to pursue her ambition to become a relationship manager - a goal she shares with Haroldo. “The programme has been hugely rewarding for me. I am proud to be working for an employer where I can develop myself,” says Tamara. “Not many people of my generation stay at an employer for as long as I have. At Julius Baer, if you work hard and use the opportunities available, you can grow into another role, if you want to.”
Haroldo adds: “By taking part in the A(R)M Programme, I have a strong feeling that Julius Baer takes care of their employees and has an active interest in them. I honestly appreciate that.”