BNP Paribas SA a subsidiary of the BNP Paribas group, is one of Europe's leading providers of custody services for securities.
The Luxembourg branch plays a major part in its operations, offering clients high value-added services extending from custody to securities lending, fund administration, performance measurement and ratings, and bond issuance services.
To support its current growth, BNP Paribas SA is looking for a:
Private Capital – Client Service Manager (M/F)
CDI
Your mission
: In your role, you will :
- Be the interface between clients and BNP Paribas Luxembourg Private Capital Operations related activities and services to follow-up the daily service delivery.
- Ensure service delivery quality to client.
- Anticipate clients’ needs.
Advantages of the position
: Evolve in a dynamic department managing Private Capital products and services topics.
Working environment
You will be a part of a strong Group certified Top Employer for the 5th time.
Education:
- Bachelor Degree or relevant professional experience
- Experience of working in a customer-facing role
- Knowledge of the Private Capital products and services
Your responsibilities:
- Manage a portfolio of client accounts
- Operate as the main point of contact for clients and act as main point of escalation related to operations.
- Develop and maintain relationships with clients often through regular communication
- Identify opportunities to enhance the client’s experience
- Promptly and effectively address client issues by coordinating with internal teams
- Ensure close cooperation on transversal issues with different bank departments
- Maintain quality log and client action log
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
- Continuously monitor client satisfaction levels by gathering feedback and completing assessments or client pulse
- Conduct regular service reviews to assess the organisation performance
- Coordination and contribute to due diligence
Technical Skills :
- Analytical skills: Ability to capture any requirement and address it to the relevant stakeholder.
- Organisation skills: able to manage her/his day-to-day and priorities
- Accuracy:
- precision and attention to details
- to respect tight deadlines
- to follow to-do lists
- Client focus: ensure to satisfy client’s needs within deadlines
- Escalation:
- to ask for assistance when needed
- to refer issues to the appropriate person(s)
Ability to learn by adjusting practices following newly acquired knowledge
Language Skills:
Fluent in English and French; German/other languages will be considered as an asset
To be able to express her/his messages, both oral and written, in a clear way
During the finalization of the recruitment process, the preselected candidate will be asked to provide us an extract from his/her criminal record dated less than 3 months (record N°3 for Luxembourg), according to the dispositions of the law from July 23 2016 concerning the criminal record.
