Digital Support/Global Administration Officer

About the job

• The Digital Support/Global Administration Officer mission is to provide first level support, administration coordination and incident management for all the activities in the Europe, Middle East and Africa (EMEA) regions, according to the procedures in place and the services policies to ensure that follow-the-sun model is applied and fully granted to our clients, for the Neolink Client Support team
   

Your Main Activities Are

• Act as responsible but not restricted of L1 (addressing all the inbound requests received through different channels) and L2 (managing incidents that are out of scope of, as well as coordinate with L3, if required, or other different dependencies for a proper and timing resolution of the raised issues)
• Support onboarding process in Neolink, verifying that all the requirements are in place for client setup
• Assist client on administration definitions as: profiles, roles, rights, accesses, among others, aligned with the information and details provided by different implementation teams, Client Services Managers, Relationship Managers regarding accounts' structure and contracted products and services
• Basic Neolink Client training: training (pre and post-sale) on site or via ‘web demo’ for internal and external users/Clients in NeoLink; participate in Cross Training and ensure the Knowledge transfer between the team and processes is happening on periodic basis; and training and information about new features and releases
• Requests management: assist clients on their queries, issues or problems in the system and being their first support level on the region; management of administration request according to local and global procedures in order to mitigate risks and comply with internal policies and controls; escalate and liaise with Manager, L2 or other dependencies for unresolved open issues / high risk items. In case of new enhancements, escalate requirements to Paris Neolink Support Team so all the requests are centralised and requested to the central team with feedback from the business
• Incident and Support Management: act as first level of investigation (issues linked to NeoLink features); management of incidents raised by the clients (for example, unavailability, slowness, reports delay, among others) and coordinate with internal teams for crisis management situations according to internal procedures; management of communication to client services, clients and location linked to on-going incidents; declare identified incident to Neolink L2 support and/or IT support (L3). Resolution follow-up of incident and functional impact analysis
• Proactively collaborate in the identification of improvement opportunities and development of projects that allow the enhancements of the process for the benefit of our stakeholders and clients
   

Profile and Skills to Success

• Bachelor’s degree in Business Management
• Up to 2 years of relevant experience in Client Management
• Fluent (C1) level of English
• Proficient use of MS Office Pack, namely Microsoft Excel
• Ability to collaborate/Teamwork
• Client focused mindset
• Critical thinking ability
• Adaptability
• Good communication skills, both oral and written
   

#LI-Hybrid

Why joining BNP Paribas? 

BNP Paribas, the European leader in banking and financial services in Europe, operates in 64 countries and has nearly 180,000 employees. The Group is structured around three operating divisions. Its business lines cooperate closely, as part of our integrated model, to meet the needs of all our clients in a coordinated manner:

Our presence in Portugal

In Portugal since 1985, BNP Paribas today has more than 9.700 employees, distributed across the Group's 10 business entities established in the country. Its presence also extends to 11 excellence centres providing value-added services to various countries where the BNP Paribas Group also operates.

Diversity and Inclusion Commitment

BNP Paribas´ ambition is to cultivate an open and responsive environment for all that encourages collaboration and interaction. We demonstrate our commitment by actively contributing to the Group’s Diversity and Inclusion strategy and goals, in line with the United Nations Sustainable Development Goals. As part of our local Corporate and Social Responsibility - Diversity & Inclusion strategy, BNP Paribas Portugal is committed to:

To foster the effort of BNP Paribas Portugal, multiple initiatives and events take place throughout the year where our people can find out more on the importance of diversity inclusion at the workplace and in our society.

Remote Working Conditions

At BNP Paribas, we embrace a Smart Working framework based on trust, autonomy and collaboration. Within this framework, eligible employees can benefit from flexible remote working options adapted to our hybrid working environment. To ensure a comfortable and efficient working setup, eligible employees are provided with both office and home equipment, are entitled to an equipment allowance and can benefit from exclusive partnerships to purchase additional items at reduced prices. 

Commitment towards work/life balance

Supporting employees in a hybrid way of working while providing them with the means to maintain a work-life balance is an essential dimension of our Smart Working program. At BNP Paribas, we care about our employees’ wellbeing and promote a culture of good integration between work and personal life. 

To find out more on why you should join BNP Paribas please read our Employee Value Proposition and our Career path page.

* Please note that only applications submitted in English will be considered. 

* In case you are selected for this role, further documentation will be requested to support your hiring process.