Account Manager

Job Title: Account Manager

Business Unit: Corporate & Institutional Banking

Contract Type: Permanent Contract

Location: Sandyford, Dublin

About BNP Paribas

At BNP Paribas, we center our values on what drives the company forward. Our driving forces are Agility, Client Satisfaction, Compliance Culture and Openness.

• Agility: we want to behave more simply to embrace useful innovation and digital transformation. 
• Client Satisfaction: we believe that our success lies in being the customers' and clients' preferred choice.
• Compliance Culture: we believe in promoting clear rules to foster a strong culture of compliance and ethics 
• Openness: we promote open-minded attitudes towards our stakeholders. We aim for everyone in Group to feel included, to have their say and be empowered

Role:

Mission: 

• Acting as the single point of contact for BNPP Complex Centralized clients
• Deliver and ensure high quality of service, support and client satisfaction.  
• Play a key role in understanding the client’s business and become an advisor to evolve the client Cash Management setup 

Objectives: 

• To provide the best client satisfaction possible
• To maintain the high-level standards of excellence of the BNPP Cash Management Servicing

Key Responsibilities:

To ensure a customer-experience driven daily servicing: 

• Offer a positive experience to the client
• Understand client requirements to simplify requests in coordination with all business partners and internal teams
• Manage the “Selfcare” promotion to the client, as part of the bank’s digitalization project

To coordinate with CMCC Business Incident Communication team or local Incident Manager if there is any and Cash Customer Analyst for communicating with the client on Cash Management incidents:

• Identifying and alerting the clients, measuring the importance of the impacts
• Informing and communicating regularly until the end of the issue
• Creating a post-incident plan in liaison with local Incident Manager if there is any and acting according to it

To guarantee client’s satisfaction and client’s satisfaction improvement:

• Be an active member of the Account Manager community to share and learn best practices
• Continuously build a network to facilitate tasks that involve multiple countries/ stakeholders
• Be the external single point of contact (for the client) 
• Be the internal single point of contact (for any BNP Cash Management stakeholder acting on the client)
• Measure the client satisfaction with all servicing departments
• Organize and lead client meetings on Cash Management related topics

Manage the client pain points:

• Ensure coordination of all stakeholders to solve any Cash Management related projects

Take in charge post-implementation projects:

• Manage client post implementation projects (scoping, planning, technical specification, testing, go live)
• Responsible for implementing and supporting clients across all electronic banking channels in alignment with the support teams
• Completion of all legal documents
• Ensure billing has been adequately set up
• Manage all testing requirements as part of the implementation process and co-ordinate internal resources

Provide end-to-end support of electronic channel solutions in close collaboration with the local & transversal team:

• Host high-quality training sessions (via WebEx or face-to-face) to clients on the usage of the bank’s proprietary online banking platform to ensure autonomy of users and reduce the number of day-to-day queries thereafter  
• Provide expert and informed guidance to clients on testing of payment files from a formatting, payment scheme and regulatory perspective, troubleshooting and resolving any failures
• Co-ordinate and work alongside the Local & Transversal team on matters related to e-banking and other products & processes covered by the Local & Transversal team 
• Active interaction with Cash Management Competence Centre to ensure that product knowledge is kept up to date at all times 

Support Cash Management Sales:

• Participate in meetings with prospective clients alongside Front Office teams and Head of Cash Management to present the bank’s proprietary online banking platform and act as point of reference/expertise on all matters relating to the bank’s e-channels product suite
• Actively participate in RFIs/RFPs 

Raised product development or improvement suggestions, as well as sharing feedback from clients on the bank’s CM product offering 

Create and continuously update a client product and services map of current services, technical setup and key internal and external stakeholders 

Qualifications & Experience required for this role:

Knowledge and functional / technical expertise: 

• Understanding of BNPP Group Organization
• Usage of all Cash Management related business applications
• Completion of BAU Cash Management products
• Excellent technical knowledge of payment/reporting file formats, e.g. ISO20022 (pain and camt), SWIFT (MT101, MT940/942), Local Channel 
• Understanding of different types of domestic and cross-border cash management and liquidity management products
• Good understanding of domestic and cross-border payments types, e.g. ACH vs RTGS, settlement processes and methods 
• Cash Management risks and procedures
• Project management methodology (problem clarification, meeting organization, presentation, reporting)
• Proficient in the use Microsoft Office

Soft skills/mindset: 

• Excellent analytical and problem-solving skills
• Excellent communication skills both verbal and written
• Ability to communicate in English (fluently) and any other language is a plus
• Ability to communicate in the local language
• Be customer experience driven 
• Excellent organizational skills and time management skills
• Ability to take initiative 
• Ability to work as a team and share information with colleagues 
• Be proactive and continuously improve your knowledge of Cash Management products and services

Why Work with Us?

• We are the bank for a changing world and aim to build positive change together with our employees
• We are a team of passionate people who genuinely care about what we do and the impact our work delivers to our clients. We operate in a highly collaborative, open-minded environment that embraces innovation and creativity 
• Our remuneration and benefits packages are generous, with competitive salaries, a discretionary bonus scheme, company pension contribution, comprehensive private healthcare packages, and numerous other benefits
• We have a genuine commitment to work-life balance throughout the whole organisation. We are also committed to equality, diversity and inclusion and actively promote equal opportunities. 
• Development and mobility is actively encouraged. We are a learning company - there is real opportunity to grow, develop and expand your skills, experience and career path. 
• We are a global company operating in over 60 countries with over 190,000 employees from over 150 nationalities. In Ireland we have approximately 500 employees across Dublin and Galway working in Corporate Institutional Banking (CIB) and BNP Paribas Security Services (BP2S) and Greenval.

Compliance Culture: We believe in promoting clear rules to foster a strong culture of compliance and ethics.  We would expect any incoming member of staff to respect all financial security related legislation, including: anti-money laundering (AML); countering the financing of terrorism (CFT); international financial sanctions and embargoes (IFS); anti-bribery and corruption (ABC); KYC; ongoing client related data screening; and transaction monitoring.  BNP Paribas have clear policies on these topics which all staff are expected to familiarise themselves with upon successful entry to the Group.

Equality and Diversity

BNP Paribas is an equal opportunities employer and proudly cultivates a diverse workforce. We believe that diversity of experience enhances our service offering to clients and leads to a better working environment. We encourage applications from the best candidates regardless of age, ethnicity, gender, gender identity, nationality, disability, sexual orientation, socio-economic background, parental and caring status, or religious belief.

By submitting your application, you agree to BNP Paribas completing a background check and screening in advance of any potential offer being made