About BNP Paribas India Solutions:
Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, European Union’s leading bank with an international reach. With delivery centers located in Bengaluru, Chennai and Mumbai, we are a 24x7 global delivery center. India Solutions services three business lines: Corporate and Institutional Banking, Investment Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 10000 employees, to provide support and develop best-in-class solutions.
About BNP Paribas Group:
BNP Paribas is the European Union’s leading bank and key player in international banking. It operates in 65 countries and has nearly 185,000 employees, including more than 145,000 in Europe. The Group has key positions in its three main fields of activity: Commercial, Personal Banking & Services for the Group’s commercial & personal banking and several specialised businesses including BNP Paribas Personal Finance and Arval; Investment & Protection Services for savings, investment, and protection solutions; and Corporate & Institutional Banking, focused on corporate and institutional clients. Based on its strong diversified and integrated model, the Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realize their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, BNP Paribas has four domestic markets: Belgium, France, Italy, and Luxembourg. The Group is rolling out its integrated commercial & personal banking model across several Mediterranean countries, Turkey, and Eastern Europe. As a key player in international banking, the Group has leading platforms and business lines in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific. BNP Paribas has implemented a Corporate Social Responsibility approach in all its activities, enabling it to contribute to the construction of a sustainable future, while ensuring the Group's performance and stability
Commitment to Diversity and Inclusion
At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in.
About Business line/Function:
The Coverage & Territories Credit Management (CTCM) Team is responsible for completing the credit analysis for MNCs (including due diligence when necessary).
The Credit Team performs credit analysis and provides credit recommendations on their respective delegation perimeter to Credit Committees, Transaction Approval Committees when the credit opinion on a specific counterparty is required, other RISK entities, Business Units or functions in response to general enquiries, Portfolio review committees.
Job Title:
Head of Client Service, ISPL
Date:
10-Mar-25
Department:
Client Service Desk, ISPL
Location:
Mumbai
Business Line / Function:
CIB
Reports to:
(Direct)
ISPL CAO & Head of Front Office Support
Grade:
(if applicable)
VP1/VP2
(Functional)
Number of Direct Reports:
10 to 12
Directorship / Registration:
NA
Position Purpose
· Manage a team of client service professionals who are the primary point of contact to respond to clients’ request for information, service activities and problem resolution across a wide spectrum of TB products covering Cash Management, Loans, Deposits, FX, Accounts and the associated e-Banking channels and platforms.
· Ensure that the client service team delivers a high level of client satisfaction which should translate to client loyalty, reduction in risk of client and revenue attrition, and potentially revenue growth. This needs to be achieved while adhering to SOPs, controls and appropriate risk management, and be executed at a reasonable cost level.
Responsibilities
· Lead a team of CSR to:
o Ensure a high level of client satisfaction and quality of response when dealing with clients’ requests.
o Deliver an overall positive client experience and deepen relationship with clients.
o Leverage strong relationships and client satisfaction to enhance client loyalty and promote revenue growth.
o Evolve and expand the scope of the team to continuously support and contribute to the success of the business.
· Execute initiatives / processes that will:
o Enhance the team’s efficiency and effectiveness in supporting clients and maintaining a high level of client satisfaction.
o Support the banks objectives and priorities.
· Responsible for the team’s overall performance through:
o Managing and monitoring the ability to deliver on target KPIs and set objectives and goals.
o Ensuring a sound control environment with satisfactory audit results.
o Provide coaching and mentoring to team members to ensure professional growth and development.
· Extensive partnership and stakeholder management through:
o Identifying, addressing and escalating risks associated with client experience and/or revenue attrition for internal teams to investigate, rectify and improve.
o Collaborating with internal stakeholders that provide support to clients to ensure alignment to clients’ needs and address any potential issues at the root cause level.
o Proactively seeking and sharing market information and opportunities that will be beneficial to Sales, Product and Coverage in addressing client needs and requirements.
Technical & Behavioral Competencies
Technical:
· At least 8-10 years of experience leading a client services team
· Strong TB product knowledge (Cash Management, Trade, Loans, Deposits, FX, and e-Banking channels)
· Good knowledge of project management methodologies
· Degree in Finance, Business or Mathematics
· Proficient in written and spoken English
Behavioral:
· History of achievement in previous leadership roles
· Resourceful & receptive to changes
· Excellent interpersonal and influencing skills
· Excellent analytical and problem solving skills
Specific Qualifications (if required):
People management capability
Skills Referential
Behavioural Skills: (Please select up to 4 skills)
Organizational skills
Ability to collaborate / Teamwork
Adaptability
Ability to deliver / Results driven
Transversal Skills: (Please select up to 5 skills)
Analytical Ability
Ability to manage a project
Ability to develop others & improve their skills
Ability to manage / facilitate a meeting, seminar, committee, training…
Ability to develop and adapt a process
Education Level:
Bachelor Degree or equivalent
Experience Level
At least 10 years
Other/Specific Qualifications (if required)
NA
