We are looking for

AM / Manager/AVP- Production Support & Continuous Improvement, Mumbai

Apply REF: GLO004979

About BNP Paribas Group:

BNP Paribas is a top-ranking bank in Europe with an international profile. It operates in 71 countries and has almost 199 000 employees. The Group ranks highly in its three core areas of activity: Domestic Markets and International Financial Services (whose retail banking networks and financial services are grouped together under Retail Banking & Services) and Corporate & Institutional Banking, centred on corporate and institutional clients. The Group helps all of its clients (retail, associations, businesses, SMEs, large corporates and institutional) to implement their projects by providing them with services in financing, investment, savings and protection. In its Corporate & Institutional Banking and International Financial Services activities, BNP Paribas enjoys leading positions in Europe, a strong presence in the Americas and has a solid and fast-growing network in the Asia/Pacific region.

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 Business line/Function :

Global Trade Finance Operations (GTFO), an entity within BNP Paribas India Solutions, is a back office operations platform which caters to processing of Traditional Trade Transactions for various entities of the BNP Paribas group worldwide.

Job Title:

Manager / AVP / VP



Production Support & Continuous Improvement


Mumbai / Chennai

Business Line / Function:

CIB / Global Trade Finance Operations

Reports to:


Head – Production Support & Continuous Improvement


(if applicable)


Number of Direct Reports:


Directorship / Registration:


Position Purpose

Provide a brief description of the overall purpose of the position, why this position exists and how it will contribute in achieving the team’s goal.

To manage various offshoring and optimization projects for the platform, to be a facilitator between the Onshore and Offshore stakeholders for smooth operations and to monitor and report the SLA/KPI performance of the Back Office to the Onshore



Direct Responsibilities


I. Run Stabilization and Optimization:

1. Ensure maintenance of Standard Operating Procedure (SOPs) section-wise (imports / Exports / product Transverse / Support SOPs) and inform the Head - Organization and Support

2. Propose enhancements and quick wins (process, organization or system) and supervise alignment on best practices

3. Follow up and challenge partner's continuous improvement initiatives (FMEA: Failure Model Error Analysis)

4. Act as a local PMO to ensure follow-up of stabilization and run optimization activities and monitor possible dependencies with transition activities.

5. Conduct any project impacting BO organization.

 II. Transition activities:

1. Co-ordinate locally transition project office activities (offer a consolidated view of GTFO transition progress, survey dependencies within and between PUSH and PULL activities for organization and system topics) and report to the Transition manager

2. Represent the Trade Finance COO in the Operation Center Set-up work stream for all aspects.

3. Facilitate complementary investigation onshore.

4. Support Partner's transition action plan, conclusions and implementation

5. Propose actions to secure ramp up phases and lead data migration and business rehearsal activities at GTFO level

6. Contribute to SOPs documentation prior to knowledge cascade

7. Transfer knowledge of Territories specificities internally with other team members.


I. Performance Monitoring:

1. Analyse performance measures and report in a timely fashion with a focus and depth relevant to the client stakeholders:

    - Most of the indicators will be provided by the supplier (IBM Workflow Management)

    - Some data will be maintained and monitored directly by the Organization & Support team (e.g.: the users' access rights monitoring files, Error Log)

2. Liaise with BNPP Middle Offices for Performance Management issues

3. Make Process, Organization and system optimization recommendations

4. Contribute to service quality improvement

5. Chairing of SLA meetings with client sites

    - Enforce SLA commitments and report

6. Jurisdiction Management

7. ISO Certification and Management

II. Claims Management:

1. Perform Root Cause analysis and coordinate for correction. Manage accounting entries corrections in the accounting tool.

2. Monitor the effectiveness of Action Plan

3. Tool used: FileNet, Error Logs, Business Objects

4. Related SOPs: Customer Claims Processing, Processing of an error identified at BO level, Regularization / Reconciliation

 III. Performance Reporting:

1. Responsible for coordinating/reporting on all BNPP MIS reports / Governance

    decks and be SPOC for IBM WFM team.

IV. Other Responsibilities

  1. Bring Direct contribution to BNPP operational permanent control framework
  2. Minimize operational failure, including but not exclusively the risk of fraud by helping to devise and by implementing sufficient regular controls
  3. Ensure appropriate escalation to management and/or permanent control (or compliance as appropriate) as soon as an issue is identified.
  4. Comply with internal and external regulatory and compliance requirements
  5. Comply with the BNPP standards of Code of Conduct
  6. Comply with the BNPP IT Security policies
  7. Anti‐Money Laundering / Financial Sanctions “AML/FS”) related duties: Operations are an integral part of the control framework including for AML/FS topics. In that respect, in performing your role you are expected to ensure adherence to AML/FS‐related Group Policies and execution of associated operational controls, and to promptly escalate any resulting hit for analysis and decision.

Contributing Responsibilities

To contribute to the IT and Transversal projects from time to time.

Technical & Behavioral Competencies


  • Change Management
  • Strategic vision
  • Decision-making skills
  • Organizational skills
  • Risk Management
  • Analytical skills
  • Trade Finance Knowledge
  • MS Office skills


  • Ability to deliver / Results driven
  • Inspiring other
  • Client focus
  • Taking initiative
  • Adaptability
  • Ability to summarize
  • Creativity and innovation
  • Active listening
  • Knowledge sharing
  • Building effective relationship
  • Communication skills
  • Negotiation skills
  • Teamwork

Specific Qualifications (if required)

Certificate for Documentary Credit Specialist(CDCS) and Certificate for Specialists in Demand Guarantees (CSDG) certification an added advantage.

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Critical thinking

Creativity & Innovation / Problem solving

Organizational skills

Ability to deliver / Results driven

Transversal Skills: (Please select up to 5 skills)

Ability to understand, explain and support change

Ability to develop and adapt a process

Ability to manage / facilitate a meeting, seminar, committee, training…

Choose an item.

Choose an item.

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 10 years

Other/Specific Qualifications (if required)

Primary Location: IN-MH-MumbaiJob Type: Standard / PermanentJob: OPERATION PROCESSINGEducation Level: Bachelor Degree or equivalent (>= 3 years)Experience Level: At least 10 yearsSchedule: Full-time Reference: GLO004979