Job Title: Client Service manager
Business Unit: Client Development
Contract Type: permanent contract
Location: Dublin, Sandyford

About BNP Paribas

At BNP Paribas, we center our values on what drives the company forward. Our driving forces are Agility, Client Satisfaction, Compliance Culture and Openness.

  • Agility: we want to behave more simply to embrace useful innovation and digital transformation.
  • Client Satisfaction: we believe that our success lies in being the customers’ and clients’ preferred choice. We seek to listen carefully to them and work closely with them.
  • Compliance Culture: We believe in promoting clear rules to foster a strong culture of compliance and ethics.
  • Openness: We promote open-minded attitudes towards our stakeholders. We aim for everyone in Group to feel included, to have their say and be empowered.

    Our strengths are based off four key areas of Stability, Expertise, Responsibility and Good Place to Work.

  • Stability: we build upon our solid, long-term oriented management, our diversified and integrated business model and our international footprint.
  • Expertise: We build upon our recognised and expanding knowledge of our teams.
  • Responsibility: We build upon our culture of responsibility and integrity to ever better serve the interest of our customers.
  • Good Place to Work: We foster a stimulating workplace where people are treated fairly and with respect

Description of the Team
The Client Services Management team is part of the global Client Development team responsible for all client management related activities (ie sales, client relationship management and client satisfaction) for the Securities Services business. Within this team, the Client Services Managers oversee the service delivery with an overall responsibility to ensure an optimised client experience.
The global Client Services Management team has the mission to implement a global service model and to ensure a consistent top-quality client experience worldwide. This team includes each local Client Services team and the Central team managing global tools and processes to facilitate their overall mission. The global Client Services team is responsible for service delivery oversight, client satisfaction, client communication, as well as managing relationships with the third party asset managers serving the business’ asset owner clients.
Oversight of client satisfaction includes monitoring that the services delivered are aligned with the service level agreements, managing regular client service reviews to ensure ongoing fulfilment of client expectations and working across the organisation to address any issues or queries escalated by the client. In addition, the Client Services Managers monitor the touch points of the client across the entire organisation to ensure that the client experience with BNP Paribas is optimised, always with a client focus approach. 
Given the global nature of the business and clients, the Client Services Managers are expected to work jointly with all teams servicing the clients and also overseeing their activities across all locations.

Summary of the Role
The Client Service Manager is responsible for ensuring overall satisfaction of their assigned client(s) across the full scope of services delivered by BNP Paribas Securities Services locally or globally.
The Client Service Manager pilots the client experience to achieve a desired level of service across the entire organisation. By understanding the client business and service expectations, the Client Service Manager translates this into service delivery requirements for each team responsible for the service delivery. The Client Service Manager ensures that all client touch-points across BNP Paribas Securities Services are optimised by ensuring each contact person understands the big picture of the client, what the client values and how each person’s role impacts the client experience. The Client Service Manager should guide everyone to look at services from the clients’ point of view and empower everyone involved directly or indirectly with the client to take the actions required to ensure the best possible client experience. 
The Client Service Manager also leads service reviews with the client. The aim is for the Client Service Manager to assess the on-going satisfaction of the client with the service delivered, to identify and to oversee actions to ensure continuous improvement of the client satisfaction. 
Also responsible for the commercial activities for the client in terms of business development and revenue protection.  This includes preparing response to RFPs, Business Acceptance Committees (BAC), pricing, contracts and credit line requests, in addition to KYC recertification, credit line monitoring, legal updates and billing.
The Client Service Manager should be seen as a “champion” of client focus and the optimal client experience leveraging the “Uplifting Service” principles.

Key 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

Manage the formal complaints process according to the “Client Complaints Procedure”

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 client reviews, due diligence visits and questionnaires
• 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

Manage communication to clients 
• Ensure clients receive appropriate market and service information by managing the distribution lists for updates and newsletters
• Ensure consistent messages are delivered to the client about business recovery incidents in accordance to issued guidelines
• Foster an aligned service delivery and communication approach to clients across services and product areas

Manage SLA modifications with the client
• 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

Contribute to client related projects
• 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
• Participate in onboarding project governance managed by the Business Implementation team and act as sponsor if needed
• Respond to escalation by the client in the case of concerns with major projects, including onboarding

Manage third party relationships
• 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
• Refer identified business development opportunities to the Relationship Manager/Sales
• Contribute to product/service development initiatives
• Contribute to client strategy meetings with the Relationship Manager 
• Contribute to the development of the BNP Paribas Securities Services brand and market reputation
• Identify, understand and communicate appropriate key management information / business metrics (based on the global standards) that will facilitate the client relationship

New business development and business at risk management
• Lead client relationship locally
• Protect revenues related to existing business 
• Coordinate response to client business requests, RFIs and RFPs, including pricing proposals in coordination with Client Lines and Market Specialist

Relationship Management duties
• Carry-out KYC recertification within the prescribed timeframe and continuous vigilance responsibility
• Support the credit process by providing direct input on the client entity’s activity and ensuring adequate credit lines are in place
• Follow client revenues by checking first invoice after implementation / repricing and by regularly reviewing revenue reports 

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, (including the analysis of ESG factors through the ESG assessment framework when acting as SBO)

Qualifications & Experience required for this role:
• 10 years financial industry experience
• Professional qualifications relating to the financial markets or securities services, with client servicing and alternative fund experience.  

Essential skills

Client orientation
• Extensive experience in a role with a strong client management focus
• Proven track record of working within a client servicing environment

Team and collaborative work
• Proven track record of working within an financial services operations environment
• Proven behaviours for effective teamwork and influencing others to work collectively towards a common goal

Communication
• Ability to communicate at all levels in an organization 
• Effective written and oral communication in [local language] and English

Interpersonal skills
• Ability to foster and maintain strong interpersonal internal and external relationships
• Competent strategic thinker with the ability to identify and implement solutions
• Adaptability to changing environments and ability to work under pressure

Leadership skills
• Demonstrate leadership, assertiveness, and define clear deliverables
• Demonstration of innovative/creative thinking, problem-solving and taking initiative to identify and implement solutions
• Proven track record of results and quality orientation
• Demonstrated behaviours of being organised, structured and able to recognise essential elements

Other skills
• Detailed knowledge of Securities Services products

Why Work with Us?

  • We are the bank for a changing world and aim to build positive change together with our employees.
  • We are a team of passionate people who genuinely care about what we do and the impact our work delivers to our clients. We operate in a highly collaborative, open-minded environment that embraces innovation and creativity.
  • Our remuneration and benefits packages are generous, with competitive salaries, a discretionary bonus scheme, company pension contribution, comprehensive private healthcare packages and numerous other benefits.
  • We have a genuine commitment to work-life balance throughout the whole organisation. We are also committed to equality, diversity and inclusion and actively promote equal opportunities.
  • Development and mobility is actively encouraged. We are a learning company – there is real opportunity to grow, develop and expand your skills, experience and career path.
  • We are a global company operating in over 60 countries with over 190,000 employees from over 150 nationalities. In Ireland we have approximately 500 employees across Dublin and Galway working in Corporate Institutional Banking (CIB) and BNP Paribas Security Services (BP2S) and Greenval.

Compliance Culture: We believe in promoting clear rules to foster a strong culture of compliance and ethics.  We would expect any incoming member of staff to respect all financial security related legislation, including: anti-money laundering (AML); countering the financing of terrorism (CFT); international financial sanctions and embargoes (IFS); anti-bribery and corruption (ABC); KYC; ongoing client related data screening; and transaction monitoring.  BNP Paribas have clear policies on these topics which all staff are expected to familiarise themselves with upon successful entry to the Group.

Equality and Diversity 
BNP Paribas is an equal opportunities employer and proudly cultivates a diverse workforce. We believe that diversity of experience enhances our service offering to clients and leads to a better working environment. We encourage applications from the best candidates regardless of age, ethnicity, gender, gender identity, nationality, disability, sexual orientation, socio-economic background, parental and caring status, or religious belief.

By submitting your application, you agree to BNP Paribas completing a background check and screening in advance of any potential offer being made

Job Title

CIB Outsourcing Co-ordinator

Business Unit

CIB

Contract Type

Fixed-term contract (12 months)

Location

Dublin, Sandyford

 About BNP Paribas: 

At BNP Paribas, we center our values on what drives the company forward. Our driving forces are Agility, Client Satisfaction, Compliance Culture and Openness.

Ø  Agility: we want to behave more simply to embrace useful innovation and digital transformation.

Ø  Client Satisfaction: we believe that our success lies in being the customers’ and clients’ preferred choice. We seek to listen carefully to them and work closely with them.

Ø  Compliance Culture: We believe in promoting clear rules to foster a strong culture of compliance and ethics.

Ø  Openness: We promote open-minded attitudes towards our stakeholders. We aim for everyone in Group to feel included, to have their say and be empowered. 

Our strengths are based off four key areas of Stability, Expertise, Responsibility and Good Place to Work.

Ø  Stability: we build upon our solid, long-term oriented management, our diversified and integrated business model and our international footprint.

Ø  Expertise: We build upon our recognized and expanding knowledge of our teams.

Ø  Responsibility: We build upon our culture of responsibility and integrity to ever better serve the interest of our customers.

Ø  Good Place to Work: We foster a stimulating workplace where people are treated fairly and with respect. 

Role:

The CIB Outsourcing Co-ordinator oversees the Outsourcing Organization for all CIB Outsourcing activities in the Territory;

·       Ensuring Conformance with Group & Regulatory Requirements

·       Ensuring Governance Forums are established and adhered to

·       Ensuring SLAs & Repositories are up to date including the Portal/ORM360/ARGOS/TPRM SharePoint

In addition to the Outsourcing brief this Role is also Responsible for the CIB Portal, with the specific brief to Champion the development of the Knowldege-Bank & associated Expertise Programme across the CIB Business lines & Functions (incl 2S). 

2S has its own dedicated Outsourcing Co-ordinator & depending on target organization will work either in collaboration with the CIB Outsourcing co-ordinator or directly with, in order to ensure consistency of approach and roles of the contributing Functions such as CISO, OPC, Facilities & the Outsourcing Beneficiaries.

The Role can be seen first & foremost as a Governance & co-ordination role with Stakeholders including ; Business Owners, Providers, CISO, OPC, Finance, Regulator.

Associated policies

Group Policies ; Risk0417/418(Outsourcing), GSS0008(RiMES), CPL3046(KYS)

Local Regulations ; CBI Outsourcing Regulations Chapter 2 of S.I 604 of 2017 Central Bank (Supervision and Enforcement) Act 2013 (Section 48(1)) (Investment Firms) Regulations 2017)

Key Responsibilities:

Outsourcing Governance;

  • Maintaining & Implementing the “Outsourcing Governance Memo” thru the CIB platform in Ireland.
  • Scope; includes direct co-ordination of Transversal and Global Banking Outsourcings.
  • Ensuring the local implementation of fore-mentioned Group Policies & Regulatory Requirements.
  • Maintaining the TOM (target operating model); including the education and animation with Stakeholders. Single point of contact for Group incl ; TPRM HUB TOM implementation co-ordinating the Change Management with the local & Hub Stakeholders.

Outsourcing – Arrangements Coordination & Maintenance;

  • Single point of contact between service Provider and Beneficiary for all new Outsourcing Arrangements and revisions.
  • Provides Outsourcing expertise and administrative support to Business Owners during the Outsourcing Risk assessment process. Ensures completion of Risk assessments in conjunction with Business Owners & OPC.
  • Co-ordination of any required Regulatory Approvals.
  • Ownership and maintenance of Local Outsourcing Register.
  • Maintenance of all local and central repositories (CIB portal, Argos, ORM360)
  • Gathering & loading of evidences to group share point for execution of TPRM Generic Control Plan by TPRM hub in India.

Outsourcing – Oversight;

  • Coordination of the (ORC) Outsourcing Risk Committee with 3 main Agenda points;
  • Performance Monitoring with the Voice of the Business Owner, tracking Issues.
  • Resilience Risk Mgt (TPRM) contributed by & the Voice of CISO, tracking Action-Plans.
  • OPC Control framework

To be Noted ORC can be consolidated @ CIB level or we can have dedicated ORCs by Business Line, but sharing the same format as much as possible but specifically the CISO TPRM segment and the OPC segment.

  •           Providing a Central Storage Space to Business Owners to store Performance monitoring.
  • Prepares & submits Annual Outsourcing Register in line with local regulatory requirements.
  • Contributing to the preparation of ICC & ad-hoc reports to Senior Management .

CIB Portal – Guardian Role, Knowledge-Bank Champion;

  • Overall Responsible for the Portal Design across the CIB Platform including 2S.
  • Ensuring the Content is suitably fresh ; setting a review/recertification calendar with the contributors and following up / chasing said recertification and/or updates
  • Ensuring Org Charts for all Business Lines/Functions are updated to the Portal on a Timely Basis.
  • Champion the Knowledge-Bank co-ordinating the input with the Business-Lines & Functions
  • Champion the setup & maintenance of the Expert/Knowledge Sharing Programme (Learning Bites)

Qualifications & Experience required for this role:

·       Autonomous

·       Strong Communication Skills

·       Strong Organization Skills

·       Ability to Lead & facilitate Change initiatives

·       Ability to Learn quickly ; no specific Technical Skills or Business Experience required

·       Project Mgt experience on small projects an advantage, but not essential

·       Years of Experience: can either be a strong graduate looking to develop or a profile with experience in this area. Both types of profiles can be considered for this role.

Why Work with Us?

Ø  We are the bank for a changing world and aim to build positive change together with our employees. 

Ø  We are a team of passionate people who genuinely care about what we do and the impact our work delivers to our clients. We operate in a highly collaborative, open-minded environment that embraces innovation and creativity. 

Ø  Our remuneration and benefits packages are generous, with competitive salaries, a discretionary bonus scheme, company pension contribution, comprehensive private healthcare packages, and numerous other benefits.

Ø  We have a genuine commitment to work-life balance throughout the whole organisation. We are also committed to equality, diversity and inclusion and actively promote equal opportunities. 

Ø  Development and mobility is actively encouraged. We are a learning company – there is real opportunity to grow, develop and expand your skills, experience and career path.

Ø  We are a global company operating in over 60 countries with over 190,000 employees from over 150 nationalities. In Ireland we have approximately 500 employees across Dublin and Galway working in Corporate Institutional Banking (CIB) and BNP Paribas Security Services (BP2S) and Greenval.

Compliance Culture: We believe in promoting clear rules to foster a strong culture of compliance and ethics.  We would expect any incoming member of staff to respect all financial security related legislation, including: anti-money laundering (AML); countering the financing of terrorism (CFT); international financial sanctions and embargoes (IFS); anti-bribery and corruption (ABC); KYC; ongoing client related data screening; and transaction monitoring.  BNP Paribas have clear policies on these topics which all staff are expected to familiarise themselves with upon successful entry to the Group.

Equality and Diversity

BNP Paribas is an equal opportunities employer and proudly cultivates a diverse workforce. We believe that diversity of experience enhances our service offering to clients and leads to a better working environment. We encourage applications from the best candidates regardless of age, ethnicity, gender, gender identity, nationality, disability, sexual orientation, socio-economic background, parental and caring status, or religious belief.

By submitting your application, you agree to BNP Paribas completing a background check and screening in advance of any potential offer being made

VIE Global Trade Solutions Analyst – Dublin, H/F

Concrètement votre quotidien ?

Vous ferez partie intégrante de l’équipe Global Trade Solutions à Dublin. Votre mission sera d’assister l’équipe Global Trade Solutions dans le développement , l’implémentation et le management des produits proposes par GTS Dublin avec un focus particulier sur la Supply Chain Finance. 
Vos principales tâches seront:
– Assister les Implémentation managers dans les différents aspects de l’implémentation client
– Préparer les communication internes des nouveaux deals, et partager des informations aux autres équipes pour faciliter l’implémentation des facilités.
– Contribution à la préparation des RFIs et RFPs, ainsi que des autres supports de marketing
– Analyse des tendances des programmes et coordination du process des retards de paiements
– Assistance dans le planning et l’exécution de projets comme l’efficience opérationnelle entre la banque et les tierces parties (Fintechs, autres banques).
-Coordination entre les Implémentation Managers et les Product Managers sur les changements et améliorations de systèmes, dans le but de satisfaire les besoins clients.

L’environnement de travail, c’est important !

Le poste est ouvert au sein de l’équipe Global Trade Solutions (GTS) Supply Chain Management, qui est composée d’environ 20 personnes, et qui a de nombreuses interactions avec le Business, les Operations ainsi que les partenaires IT localisés en EMEA mais aussi en APAC ou aux Amériques. Le futur VIE sera localisé à BNP PARIBAS Dublin Branch (Irlande), dans un environnement dynamique dans le quartier de Sandyford, à Dublin 18. Les bureaux de BNPP Dublin sont faciles d’accès, donnant sur le LUAS (le tramway local) et sur des stations de bus. Deux jours de télétravail sont autorisés par semaine, selon les besoins du business et sous réserve de validation du manager.

Et après ?

La mission vous offrira une connaissance approfondie du Supply Chain Management (Working Capital- Besoin en fonds de roulement), des besoins clients aux process et normes bancaires. Les produits proposés à Dublin sont offerts à un vaste panel de clients, qui opèrent dans des secteurs d’activités bien différents. Dublin étant le Hub  EMEA de BNPP pour le Supply Chain Business, vous aurez des interactions avec des contreparties BNPP à travers l’Europe, ce qui vous permettra de découvrir de nombreux différents marches et vous permettra de développer votre réseau professionnel.  

Pourquoi rejoindre BNP Paribas ?

Notre monde change ! Aujourd’hui, ce qui compte dans un job, c’est de vivre de véritables expériences, d’apprendre, de partager objectifs et résultats avec ses collègues. Bref, de tracer son propre chemin, différent, responsable et durable. Chez BNP Paribas, nous recrutons nos collaborateurs avec l’idée qu’ils nous aideront à concevoir le monde et la banque de demain.
Vous voulez connaître toutes les raisons de nous rejoindre ? Rendez-vous sur : https://group.bnpparibas/emploi-carriere/bnp-paribas

Et la rémunération ?

Elle est fixée par Business France et consultable directement sur leur site.

Etes-vous notre prochain VIE Global Trade Solutions Analyst ?

A vous de nous convaincre !

Vous êtes titulaire d’un Master Grande Ecole d’Ingénieur, de Commerce ou Grande Université, avec une spécialisation en Finance ou en gestion de projets. Vous disposez de solides connaissances en affacturage, en présentation de produits avec une forte sensibilité aux risques et une bonne culture digitale. Vous justifiez d’une expérience d’un an (stage et alternance inclus) sur un poste similaire. 

Vous parlez couramment anglais et français. Vous maîtrisez parfaitement le Pack Office, en particulier Excel et PowerPoint et vous maîtrisez l’outil Project Management Framing.

De plus, votre adaptabilité et votre esprit d’équipe seront des atouts essentiels. Ajoutez à cela votre proactivité, votre rigueur et votre capacité d’organisation pour finir de nous convaincre.

Enfin, nous attachons une importance particulière à ce que nos futurs collaborateurs agissent au quotidien avec responsabilité éthique et professionnelle.

Durée et disponibilité

VIE à pourvoir dès que possible pour une durée de 18 mois.

Avant de postuler, veillez à vérifier les conditions d’éligibilité pour cette destination : Faire son V.I.E en Irlande (businessfrance.fr) et ajouter à votre espace candidat un CV et une lettre de motivation en anglais.