Bank Overview
BNP Paribas is a leading bank in Europe with an international reach. It has a presence in 73 countries, with more than 196,000 employees, including around 149,000 in Europe. The Group has key positions in its three main activities: Domestic Markets, International Financial Services (whose retail-banking networks and financial services are covered by Retail Banking & Services) and Corporate & Institutional Banking, which serves two client franchises: corporate clients and institutional investors.
BNP Paribas Corporate and Institutional Banking is a globally recognised leader offering capital markets, securities services, financing, treasury and advisory solutions.

Purpose & Scope of role
Purpose: Acting for daily servicing activities as the single point of contact answering the Cash Management support and product requests of BNPP Corporate clients
Objectives: 
•    To produce the best client satisfaction possible
•    To maintain the standards of excellence of the BNPP Cash Management Servicing

Scope: Global Cash Management Clients

Key Responsibilities of role
To ensure a customer-experience driven daily servicing: 
- Offer a positive experience to the client
- Understand client requirements to simplify requests 
- Answer any question related to business as usual Cash Management support requests
- Promote “Selfcare” to the clients 

To manage Cash Management incidents: 
- Identify incidents and send alerts to the clients 
- Measure the impacts of the incident and communicate them to the client
- Communicate with the client until the incident resolution 
- Elaborate adapted reporting on recurrent incidents
- Understand requirements to simplify requests 
- Create a post-incident plan and act on it 

To continuously improve daily servicing quality:
- Investigate on clients Cash Management activity to identify potential servicing improvements
- Identify internal process optimization levers and communicate them to relevant stakeholders (BO, Compliance…)
- Take part to improvement of client satisfaction and client satisfaction metrics (NPS) 
- Work in close relationship with the Account Manager (if any) in order to ensure the best client satisfaction
 


Experience, Qualifications & Competencies
Knowledge: 
• Understanding of BNPP Group Organization
• Usage of all Cash Management related business application
• Proficient in the use Microsoft Office 

Functional expertise: 
• Cash Management services and product details
• Cash Management transactions (reporting, payment means)
• Cash Management risks and procedures

Technical skills: 
• Ability to communicate in English (mandatory) and possibly in French (appreciated)
• Ability to communicate in the country’s language (Spanish, Dutch, German… )
• Excellent communication skills both verbal and written
• Proficient in the use Microsoft Office 
• Excellent analytical and problem-solving skills for Cash Management related topics

Soft skills/mindset: 
• Be customer experience driven and always interact well with the client
• Take initiative for the improvement of daily servicing quality
• Remain curious and proactive to have up to date level of information on new products and services 

Primary Location
GB-ENG-London
Job Type
Standard / Permanent
Job
CUSTOMER RELATIONSHIP MANAGEMENT
Education Level
Not indicated
Schedule
Full-time
Reference
20115

Découvrez les métiers de BNP Paribas : Commercial et Relation Client

Travailler au sein de la filière Commerciale et Relation Client de BNP Paribas, c’est accompagner ses clientes et clients au quotidien, dans les grands moments de leur vie personnelle ou professionnelle.

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Pour quelles raisons je rejoindrais BNP Paribas et pas une autre entreprise ?

Parce que je souhaite...

  • Et si on vous disait que travailler dans notre Groupe, ce n’est pas ce que vous croyez ? Chez BNP Paribas, on exerce une multitude de métiers qui évoluent en permanence pour être en phase avec les attentes des clientes et clients comme de la société.

  • Se sentir bien dans son job, c’est avant tout venir travailler comme on est.  C’est aussi avoir les moyens d’un bon équilibre entre sa vie professionnelle et sa vie personnelle. Deux engagements majeurs pour BNP Paribas.

  • Chez BNP Paribas, le développement de vos compétences est essentiel, pour vous comme pour nous. Et cela vous servira pour toute votre vie professionnelle.

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