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Cash Customer Analyst Senior

Postuler REF: 2007GMOCM5295
BNP Paribas is a leader in the Eurozone, and a prominent international banking institution with strong roots in Europe's banking history. It has a presence in 71 countries, with 200 000 Employees – including more than 150 000 in Europe and 6 000 in Portugal alone.

BNP Paribas is present in Portugal since 1985, having been one of the first foreign banks to operate in the country. Today, the Group has several entities operating directly in this territory, offering a wide range of integrated financial solutions to support its clients and their businesses.

Thanks to its international presence and regular and close collaboration among its businesses, BNP Paribas has the resources to support all clients -- individuals, entrepreneurs, SMEs, large corporates, institutional investors and community organisations -- with financing, investment, savings and protection solutions that help make their projects a success. BNP Paribas holds key positions in its three core operating divisions: Domestic Markets and International Financial Services for retail banking and specialised financial services, and Corporate & Institutional Banking for corporate and institutional clients.

ROLE AND RESPONSIBILITIES

  • To ensure daily servicing by promoting a positive client experience
  • To answer to daily servicing questions of the client on after sales cash management topics: bank reconciliations, important payments monitoring, technical Connectivity issues solving
  • To challenge and simplify client requests
  • To report incident alerts and elaborate adapted reports on recurrent issues
  • To Manage incidents impacting the clients by:
    • Identifying and alerting the clients, measuring the importance of the impacts
    • Informing and communicating regularly until the end of the issue
    • Creating a post-incident plan and acting according to it
  • Regularly analyzing the Cash Management activity for the client and creating the action plans
  • Promoting “Selfcare”  habits to client, as part of the BNP PARIBAS digitalization project
  • Constantly suggesting and implementing concrete solutions to the service for payment means, channels or cash pooling
  • Identifying and suggesting improvements for internal processes by transversal communication with back offices, Business Centres, Cash Management, compliance
  • Getting involved in continuous improvement of client satisfaction, in regards of quality scores (such as Cash Management NPS)
  • Being an active member of the Account Managers community (France & International)
  • Being the single point of contact of the client but also with every stakeholder of the relationship within the bank
  • Communicating towards the stakeholders
  • Measuring and acting on the client’s overall satisfaction of their relationship with any servicing department (MAEL, CSD, CCS…) and being the escalation point of contact on any servicing and small implementation topic
  • Organizing & chairing client meetings and « Client team » meetings
  • Coordinating technical projects related to cash management
  • Assisting the client with small implementation matters: services and tools enhancements or assistance on technical issues

PROFILE

  • Knowledge of BNPP Group’s organization
  • Knowledge of cash management services and products
  • To master Cash management transactions
  • To master Cash management risks and procedures
  • To know and use business applications
  • To speak one or more foreign languages would be an advantage. English is mandatory, French desirable,
  • Proficiency in the use of computers and the ability to use relevant tools
  • Client oriented
  • Excellent analytical and problem solving skills
  • Logical and analytical mind
  • Excellent verbal, presentation and written communication skills
  • Capacity for taking initiatives
  • Adaptability
  • Organizational capacity
  • Strong interpersonal skills
  • Ability to report
Mobility is one of the core principles of BNP Paribas career and management strategy, that aims to meet our employees’ needs for personal development along with ensuring that the company meets the overall business and resources needs. For further details, we invite you to explore the mobility principles available on https://mymobility.hr.echonet/#/mymobility. Before applying, please assure to discuss it with your manager whose support is critical to ensure a smooth mobility process.
 

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Primary Location: PT-11-LisbonJob Type: Standard / PermanentJob: OPERATIONAL EFFICIENCY TRANSFORMATION AND BUSINESS ANALYSISEducation Level: Not indicatedExperience Level: Not IndicatedSchedule: Full-time Reference: 2007GMOCM5295