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
