Responsibilities

:

  • Build client knowledge and trustful relationships
  • Develop a strong contact network across the client organisation
  • Understand the client strategy and requirements to enable BNP Paribas Securities Services to deliver on the promises to meet client needs
  • Manage the operational contact between the client and the operational areas by ensuring a full understanding of the client’s needs and expectations across the organisation and providing clarity for the required actions to serve the client
  • Oversee prompt resolution to clients complaints, and efficient response to requests
  • Document, coordinate and oversee resolution of problems or issues by Client Delivery and affecting the quality of the service delivered and the overall client experience
  • Facilitate across the organisation the resolution of escalated operational issues by establishing and overseeing a formal service governance framework
  • Monitor the performance of the service delivery and client satisfaction
  • Monitor the service delivery quality delivered (based on operational KPIs) according to the Service Level Agreements
  • Organise regular formal service performance reviews with clients according to strategic priorities and client needs, including preparation of the review (agreed agenda) and follow up on agreed action plans. This should be conducted according to global guidelines, including call memos, minutes and issues escalation measures
  • Use issue logs, query database and client feedback to conduct reviews both internally and externally with the client
  • Collect client feedback via service review scorecards, client satisfaction surveys as well as feedback from the various teams in direct contact with the client
  • Engage the IT and Operations local/global teams in the pursuit of service quality delivery and improvement
  • Manage the formal complaints process according to the “Client Complaints Procedure”
  • Manage client reviews, audits and due diligence questionnaires and visits for existing clients, coordinating the various services and product areas according to strategic priorities and client needs
  • Ensure consistent messages are delivered to the client about business recovery incidents in accordance to issued guidelines
  • Initiate and regularly review Service Level Agreement (SLA) and Service Level Description (SLD) documents (and any other formal agreements referring to service requirements) based on the standard documents issued by Client Delivery
  • Identify and coordinate service modifications in response to changes in the client needs by raising change projects (within existing service scope) via the Client change request process
  • Respond to escalation by the client in the case of concerns with major projects, including onboarding
  • Ensure proper coordination of relationships with third parties related to the client activity, including third party asset managers, auditors and external middle office service providers
  • Contribute to the client relationship by referring identified business development opportunities to the Relationship Manager/Sales, contributing to product/service development initiatives etc
  • Fully adhere to BNP Paribas Compliance, Financial Security (Know Your Customer “KYC”, Anti-Money Laundering “AML”, Anti-Bribery and Corruption “ABC” and Sanctions), Conduct & Risks policies

    • Essential

  • Relevant financial industry experience or professional qualifications relating to the financial markets, asset management or securities services, ideally within a client servicing or operational environment
  • Extensive experience in a role with a strong client management focus
  • Proven track record of working within a client servicing environment within a global financial services organisation
  • Proven track record of working within a financial services operations environment
  • Strong influencing and team working skills
  • The ability to communicate effectively at all levels in an organisation
  • Excellent oral and written communication skills
  • The ability to foster and maintain strong internal and external relationships
  • Competent strategic thinker with the ability to identify and implement solutions
  • Adaptability to changing environments and ability to work well under pressure
  • Demonstrate leadership, assertiveness, and define clear deliverables
  • Demonstration of innovative/creative thinking, problem-solving and taking the initiative
  • Proven track record of results and quality orientation within a client services role

    • Preferred

  • Detailed knowledge of Securities Services products

    • Equal Opportunities

    BNP Paribas promotes equality of opportunity and is committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

    As an employee with BNP Paribas Securities Services, we want to make sure that you are rewarded for your commitment. As such, you will be entitled to our award winning benefits package which includes a generous holiday allowance of at least 34 days (including bank holidays), a non-contributory pension of 10%, private healthcare and GP service all as standard, along with a number of personal insurances such as income protection, life assurance and personal accident insurance. We believe in ensuring all our employees have a positive work life balance and so in addition to the core benefits you will also have access to a variety of flexible lifestyle benefits including dental cover, cycle to work schemes, season ticket loans and reduced cinema and gym membership to name a few.