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
About BNP Paribas India Solutions:
Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, a leading bank in
Europe 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 6000 employees, to provide support and develop best-in-class solutions
About Businessline/Function :
In partnership with Global Markets stakeholders, notably the GM Head of Sales (Institutional / Investors and Corporate), the responsibilities span across 4 Key Pillars:
Overview of the Markets ITO Platform Client Excellence Key Pillars:
- Product E2E Value Chain: ensuring quality of product delivery, leveraging on OCRM’s client direct feedback as quality gauge; (including entire Client Journey i.e. Onboarding).
- Business Development: work in partnership w/ the business in developing potential non transaction product and service offerings (i.e. Market Data subscriptions).
- Markets Platform Strategic advisory: act as the key SPOC & sounding board in supporting business ambition by providing guidance on our strategic architecture (functional & technical) impact against client request and demands (i.e. clients inquiry on GM cloud strategy, etc.)
- Other Service Offerings: expand Markets ITO Platform offering across the bank to Non-CIB metiers (e.g. WM, Fortis) including defining SLAs, billings and metrics for cross entity services
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.
Job Title:
CIB ITO – Markets Platform - Client Excellence - Program Manager
Date:
Department:
CIB ITO
Location:
Business Line / Function:
CIB ITO
Reports to:
(Direct)
Grade:
(if applicable)
(Functional)
Number of Direct Reports:
Directorship / Registration:
NA
Responsibilities
Direct Responsibilities
The term “Program” refers to a set of functionally and/or technically coherent “projects”. The Program Manager has the following duties:
· Responsible for achieving the programme objectives in accordance with the commitments made to the business line, the strategic aims of the entity and the expectations of the sponsor.
· Manage the programme’s project portfolio and the associated budget allowance for its execution.
· Perform functional and cross-divisional management for a portfolio of projects.
· Coordinate projects, manage interdependent factors and challenge implementation solution
THE COLLABORATOR WILL BE INVOLVED IN SOME OR ALL OF THE FOLLOWING ACTIVITIES.
- Responsible for achieving the programme objectives in accordance with the commitments made to the business line, the strategic aims of the entity and the expectations of the sponsor:
- Is responsible for achieving the programme objectives in line with the budget, agreed deadlines and quality of the deliverables
Clarifies and challenges the expression of need for the various aspects of the programme
o Defines the objectives and deadlines for completion of the projects in the programme
o Manages risks that may arise during the execution of the programme
o Ensures that the appropriate resources are obtained to meet the requirements for execution of the programme Proposes innovative solutions and/ or services
o Identifies the impacts of the programme to anticipate and support the necessary strategic changes within the entity
o Organises and guarantees transfer to the appropriate governance bodies
Manage the programme’s project portfolio and the associated budget allowance for its execution:
- Measures and monitors the progress of the programme
- Takes decisions concerning impacts on costs, quality and deadlines, while integrating the value created for the business line
- Guarantees the reporting of alerts when necessary and rigorous and appropriate reporting procedures
- Ensures interoperability tests of deliverables for all projects
- Incorporates change management into the programme and provides support in this respect for the activities concerned
- Prepares the programme roll out plan with all stakeholders and guarantees its execution
- Guarantees the transition of projects to the maintenance stage
- Carries out a final review of the programme and oversees its closure Perform functional and cross-divisional management for a portfolio of projects
- Manages relationships with all stakeholders and clients of the programme
- Manages and coordinates the programme teams
- Ensures that the members of the project teams monitor the programme objectives
- Where necessary, helps to evaluate players in the programme Coordinate projects, manage interdependent factors and challenge implementation solutions
- Coordinates the proper execution of the programme projects with a view to maintaining overall consistency and makes any necessary alterations
- Manages interdependent factors between projects and ensures proper management of interfaces between all players
- Challenges implementation solutions with a view to simplifying and optimising the functional system
Accountability:
- Implement a client centric perspective in the Markets Platform book of work and obligations, highlighting milestones (IT & Ops) which will improve the Client servicing.
- Drive the improvement of the client experience either through faster delivery of IT and Operations work-items or resolution of pain points across the entire ITO Value Chains (Markets), or through recommendations to process changes in the Operations working models.
- Work closely w/ CEFS Team ensuring key deliveries for client dashboards/KPI tools are addressed and prioritized accordingly (i.e. Client Key Indicators, SSI implementations, etc.)
- Work with partners to define and implement the KPIs to track the Client Experience.
- Provide visibility on the Markets Platform functional architecture and strategy to Clients Relationship officers (Sales, Marketers, MO); in return become their voice within the Markets Platform structure.
- Initiate and push the propagation with the ITO Markets Platform structure of a mindset shift and cultural change required to become a top tier firm focused on Client Excellence.
In his role, the candidate will assist the Head of GM Client Excellence in the day-to-day execution of various topics, client escalations, track progress of key IT and Operational deliveries. The PM will ensure that proper Governance is implemented and adhered to; follow up on various IT topics specifically client urgent escalation issues.
Prior experience/skills:
- Experience and exposure to Client Management / Engagement
- Prior exposure to Markets Platform businesses either in senior IT or senior Operations roles or similar roles.
- Capacity to demonstrate understanding of Markets Platform businesses (GM, ALM-T, Risk) landscapes and strategic objectives.
- Track record in managing various topics (geographically, functionally, organically).
- Evidence of capacity to operate under Markets Platform level of expectations (i.e. resilience under periods of volatility, resilience under tight deadlines, delivering content to CIB senior stakeholders)
- Evidence of capacity to manage by influence notably outside of direct reporting lines.
- Strong program management skills
- Strong people person striving to build relationships, inclusive of talents development.
The successful candidate will be driven by the ambition to become a key member of the Markets Platform Client Excellence team bringing his/her experience to complement the talent pool of his/her peers and affirming his/her position as a solution enabler to all stakeholders.
Technical & Behavioral Competencies
- IT Knowledge BNP Paribas Organization knowledge
- Understanding of various Markets products and value chain
- Business organization architecture
BEHAVIOURAL SKILLS
- Decision Making
- Ability to deliver / Results driven
- Personal Impact / Ability to influence
- Communication skills - oral & written
TRANSVERSAL SKILLS
- Ability to manage a project
- Ability to understand, explain and support change
- Ability to develop and leverage networks
- Ability to inspire others & generate people’s commitment Ability to conduct a negotiation.
