Operational Client Relationship Manager (OCRM)

• Within the CIB ITO Client Engagement and Protection of BNP Paribas CIB, the Operational Relationship Management team is owning strategic and long-term relationship with key operational stakeholders of Global Markets (GM) priority C100 clients. 

• We are seeking a motivated and experienced Operations Client Relationship Manager to join our dynamic team in Japan.

Primary Role Responsibilities

• Build relationships with GM priority clients based in Japan and act as single point of contact for client escalations.
• Foster and create genuine relationships and constant communications with client senior operations leads from the bank’s T20 and C100 priority clients.
• Act as client’s advocate across BNPP Operations and Technology for gathering feedback and providing opportunity for our clients to share operation performance feedback 
• Ability to leverage internal client analytics to measure Operations performance, proactively reach out to clients to address lagging performance.
• Leads the preparation for and delivery of regular operational reviews, scorecard meetings and other strategic meetings to monitor operational performance.
• Regularly connect with business stakeholders to discuss business and operational areas impacting the client relationship and align objectives across the business and ITO functions. 
• Collaborate with local and global operational teams to deliver solution to clients. Escalates complex cases to Senior Management in OCRM or Operations Management.
• Assist in the growth of BNPP’s OCRM brand by contributing or owning programs focused on KPIs, Fintech Agenda, regulatory awareness, and industry partnerships.
• Work in alignment with global OCRM initiatives to deliver services excellence to clients.
• Functional engagement ownership in line with Global OCRM coverage.

Other contributions

• List 3 or 4 of lesser importance but still significant and which merit recognition

What is required for you to succeed?

Description of experience required – i.e.; technical and behavioral competencies – keep to 5-6 points

• 5+ years of experience in client relationship management or operations, preferably in the financial or bank sector.
• Client-focused mind set with excellent communication and relationship management skills.
• Fluent in Japanese and Advanced in English (both written and spoken) to communicate with operational stakeholders of the Bank’s priority clients and internal stakeholders.
• Understanding of Japanese business culture and practices.
• Professional knowledge of full end-to-end operational processes (pre and post trade) for Financial Services.
• Strong experience of Financial Institutions and Global Markets products is an advantage and ability to apply the knowledge to improve our processes and procedures.
• Excellent coordination, prioritization, and multi-tasking skills.
• Strong ability to influence senior stakeholders within BNPP functions as well as at client level.
• Work autonomously and successfully to manage team workload.
• Proficient in data analysis and performance metrics.
• Advance knowledge of Microsoft software i.e. PowerPoint and Excel.

Required education/certification/license

• Bachelor’s degree in business administration, finance, or related field.