Asset Management - Global Client Group - Client Account Manager (9-month contract)

Role Description and Purpose

Client Account Managers play a key role within the Global Client Group at BNP Paribas Asset Management. Working in close tandem with Client Relationship Managers, their principal objective is to deliver an outstanding Client Experience to our Clients, drawing upon expertise from the entire Firm. Client Account Managers ensure that BNP Paribas Asset Management delivers on its promises to Clients.

The key focus of this role is on Greater China Institutional Clients and Prospects.  

Key Responsibilities

• Client Service
  1. Establish and maintain high quality, long-term, ‘trusted advisor’ relationships with clients, allowing for both formal and informal interactions and ensuring that we always understand the actual client experience, and actual client intentions and proactively manage any risks to the relationship.
  2. Act as a preferred point of entry for all client queries, take ownership and ensure adequate answers within agreed timeframes. 
  3. Be responsive in dealing with issues and complaints as they arise, escalating in a timely and appropriate manner. 
  4. Ensure high quality, timely and accurate delivery of client reports, in collaboration with the Reporting teams. 
  5. Manage the regular client review process, gather all relevant information and present in an appropriate format. 
  6. Monitor client satisfaction and work with relevant stakeholders to improve the overall quality of service provided. Ensure service delivery in line with our client tiering model. 
  7. Act as the interface with clients to assist with the negotiating and implementation of services as stipulated in the contractual documentation, working as required in conjunction with the centres of expertise.  
  8. Pilot on-site client visits and training: validate purpose for visit, assist in developing agendas and arrange logistical support as required.
  9. On-board new accounts, coordinate fund/mandate changes, periodic review and closing in collaboration with the corresponding centres of expertise.

• Business Relationship Management and Development
  1. Maintain a comprehensive understanding of the services that BNP Paribas Asset Management can provide.
  2. Contribute to the overall sales effort through involvement in RFPs, RFIs, marketing materials and other administrative duties.
  3. From time to time, assist CRM at client/prospect meetings focused on new opportunities, with the objective to clarify servicing requirements and constraints and advice on on-boarding & implementation.
  4. Participate in other client meetings, functions and events as appropriate.
  5. Capture all the relevant client information and activity indicators in Salesforce, share it with Sales teams.
  6. Contribute to the retention of existing business. Log assets at risk in a timely manner and develop remediation plans as appropriate. 
  7. Understand competitor activities and industry trends.
  8. Contribute to projects with a direct impact on clients or sectors covered.
  9. Assist the Sales team in reviewing client profitability and client risk, and with the implementation of any retention strategies put in place.

• Operational Risk Management
  1. Be aware at all times of operational risk and always adhere to all relevant procedures.

• Risk and Compliance 
  1. Always adhere to applicable laws, rules and regulations and internal procedures (Code of Ethics, management of conflicts of interest, client confidentiality, …)
  2. Advise Compliance of any issues as soon as they may arise, with relevant escalation. 
  3. Ensure that clients are always treated fairly
  4. Be alert to possible or actual complaints from clients and manage these in line with agreed procedure

• Financial Security
  1. Collaborate with the KYC Centre of Expertise on AML/KYC tasks.

Key Internal / External Relationships 

• Internal:
  • Client Relationship Managers
  • Client Service colleagues locally and throughout the organization, especially within Centres of Expertise
  • Relevant stakeholders across the Firm and across different cultures/time zones: Portfolio Management, Legal, Compliance, Investment Risk and Compliance, Finance, Investment Operations, Fund and Mandate Operations, etc.
• External: 
  • Clients and Prospects
  • External stakeholders involved in servicing client accounts

Role Requirements

Essential Qualifications & Experience

• Technical and industry experience
  1. Excellent academic background, with evidence of a deep interest in the investment management / financial markets
  2. 3-5 years of successful experience in the financial services industry, with at least 2 years in the Asset Management business, ideally with Institutional Clients.
  3. Experience in Client Servicing
  4. Excellent command of English, Cantonese and Mandarin, written and spoken
  5. Onboarding experience is an advantage
  6. Strong interest in ESG and sustainable investing is an advantage
  7. Project Management experience is an advantage

• Data/Digital skills
  1. Data savvy: advanced working knowledge of Excel; working knowledge of Power BI, Tableau is a plus
  2. Digital savvy: well versed in Salesforce (or other CRM tool), working knowledge of collaborative online tools like MS Teams, Sharepoint, Webex, other digital Client Engagement tools is a plus
  3. Proficiency in PowerPoint, ability to make impactful presentations

• Personal attributes
  1. Has high standards, values hard work and is results-driven:
     • Demonstrate client-centric mindset, maturity and upholds highest personal integrity standards
     • Is meticulous and precise. Makes sure to fully understand Client’s needs and the reasons behind them, from the big picture to the slightest detail
     • Gets things done: is rigorous, resilient, resourceful and relentlessly reliable; sets realistic expectations and follows through on commitments. Understands that sometimes it will be necessary to put long/late hours to ensure getting the deal/resolving an issue.
     • Has the ownership mindset and practices radical personal accountability
  2. Has high clarity of thought thatmanifests itself in:
     • Ability to analyse and structure complex problems into actionable solutions
     • Sharp business writing that gets things done
     • Systems thinking and understanding of interdependencies between different parts of the Firm
  3. Has excellent collaborative, communication and interpersonal skills:
     • Builds and maintains excellent relationships with the Clients and across the Firm/cultures/time zones, treats everyone with dignity and respect
     • Communicates and presents clearly and persuasively
     • Demonstrates cultural awareness and sensitivity
  4. Has growth mindset: believes in own ability to learn, get better and achieve ambitious goals
  5. Demonstrates enthusiasm, energy and drive