Senior Associate / Assistant Manager - Client Services

Global Markets Client Management division of BNP Paribas CIB, the EMEA Global Markets Client Service Technical Support teams objective is to provide our clients with a top of the range service (valuation reports, event notifications, factsheet) and ensure a dedicated follow up of their products. Working closely with the different Global Market teams ( Sales , Business manager , Middle and Back Office, etc ) , mtier ( GECD and FI ) and products ( Equity, Commodities, Credit, FX and Interest Rate derivatives, etc ), the EMEA Global Markets Client Service Technical Support engages all level of management internally in developing operational efficiency to advance the firm to firm relationship. Overall, through a dedicated operational relationship and a single point of contact, the team is responsible for the client satisfaction on any Post trade services. The job holder will be responsible for the day to day management of the team, ensure quality standards are maintained and exceeded. Reaching Operational excellence is expected for this role. The job holder will also have good technical skills and be able to problem solve and trouble shoot incidents and find appropriate workarounds.

Responsibilities

Manage Client Queries:

• Ensure any request relating to the factsheet is answered in a timely manner, in accordance with the procedure.
• Help Clients navigate the Bank.
• Ensure escalation of any incident to Operations Client Relationship Managers (OCRMs) and local management
• Ensure quality of service is commensurate with clients importance for the bank. Tier-1 client must be given very special attention.

Ensure Operational efficiency

• Ensure Factsheets production and distribution daily.
• Create new factsheets according to business or clients needs by using internal IT tools (Crystal report, VBA).
• Maintain, enhance and develop relevant related operational policies and processes. Update or create procedures accordingly.
• Propose and / or sponsor improvements leading to productivity gains or to increased reliability/security.
• Ensure developments/improvements you are responsible for are properly done, within the timeframe formerly agreed, and communicated to the team.
• Build and maintain a close and healthy relationship with internal services/data providers.
• Share and disseminate the best practices among all Client Services teams.
• To be a reference in terms of automation and productivity gains

Maintain internal network

• With the Sales dedicated to the client to get an accurate and updated understanding of the client need
• With Back and Middle Offices to ease problem solving through a partnership based relation
• Share and disseminate the common objective of global client satisfaction

Achieve Client Satisfaction

• Advocate for client while upholding bank policy and industry regulation
• Develop Firm to Firm relationship across product disciplines and functions
• Build and maintain a close and healthy relationship with internal Sales and make sure to get a clear understanding of their clients needs. Adjust services accordingly, in accordance with the manager.
• Maintain a high standard of relationship

Operational risk management

• Ensure a yearly review with legal to update disclaimers if necessary
• Ensure the quality and accuracy of any document sent to the client.
• Monitor potential risks such as legal, compliance and reputation
• More generally , always report to management identified potential risk

• Maintain and develop relationships with internal stakeholders (FO, Marketers)
• Contributes to develop of systems (bring ideas re. new functionality to improve the system)
• Contribute to the enhancement and tools to mitigate Operational risk to BNP Paribas
• Contribute to the development of colleagues through knowledge sharing on all aspects of the role.
• Be open minded and suggest ways to continually streamline and improve the process

Competencies

• Experience in banking or relevant experience is a plus
• Knowledge of Global Markets, related products, and derivatives and processes is a plus
• Ability to work with MS Office (namely, Excel)
• At least 4-5 years experience in finance or banking related industry

Technial Skills:

• Office pack including Advanced Excel
• Access
• VBA, Power BI, SQL
• Strong appetite for IT systems

Behavioural skills:

• Communication skill
• Organization skill
• Rigor and precision
• Results oriented
• Client oriented

• Degree in Finance, Business; post-graduate degree in Business or Finance
• Fluent in English, written & verbal.
• History of achievement in previous roles
• Innovative, creative and pro-active
• Rigorous to ensure quality
• Strong interpersonal skills
• Client Oriented
• Excellent verbal, presentation and written communication skills
• Excellent analytical and problem solving skills

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Organizational skills

Communication skills - oral & written

Client Focused

Critical Thinking

Transversal Skills: (Please select up to 5 skills)

Analytical Ability

Ability to develop and adopt a process

Ability to understand, explain and support change.

Choose an item.

Choose an item.

Education Level:

Bachelor Degree or Equivalent.