About the job
- The Cash Management Client Support Senior Officer’s mission is to be the single point of contact to our Corporate Clients for all their Cash Management requests from the account opening on, ensuring high client satisfaction, while protecting the bank interest
- To be the preferred intermediary (single point of contact) for BNPP's large strategic clients, requiring centralized and personalized support in connectivity and post implementations topic
- To deliver and ensure high quality service and the best possible client satisfaction
- Play a key role in understanding the client's business and advising on the evolution of the client's cash management set-up
- Maintain the high standards of excellence of BNPP Cash Management Servicing
Your Main Activities Are
- Take charge of projects after the initial implementation of the cash management solution at the customer's site
- Manage post-implementation projects (scope, planning, technical specifications, testing, start-up)
- Take charge of maintenance and connectivity actions concerning the client's electronic banking and cash pooling channels
- Take charge of the formalization of contractual documents to be signed with the client
- Ensure that billing is set up properly
- Manage all testing steps as part of the implementation process and coordinate internal resources
- Provide a daily service focused on the customer experience
- Provide a positive customer experience
- Understand the customer's needs and translate them into simple requests in coordination with business actors and internal teams
- Incident Management
- Coordinate with the CMCC Business Incident Communication team or the local Incident Manager and the Cash Customer Analyst to communicate with the customer appropriately depending on the impact of the incident on the customer
- Identify and notify customers, estimate the importance of the impact of the incident
- Inform the customer and communicate regularly until the incident is over
- Ensure customer satisfaction and look for opportunities to enhance it
- Be the preferred point of contact for the customer
- Ensure customer satisfaction with all Group departments serving the customer (local middle office, back office, ...)
- Establish and lead internal meetings to ensure that all Cash Management players in relation to the client are fully informed and coordinated
- Cash Management Sales Support
- Provide technical sales support: Participate in meetings with prospects alongside the sales teams to present BNPP's online banking platform and answer client's technical questions regarding electronic channels
- Offloading all servicing issues to the sales teams
- Selfcare and look for opportunities to enhance
- Provide suggestions for the development/improvement of cash management products and share customer feedback on the bank's cash management product offering
Profile and Skills to Success
- Bachelor Degree in Economics / Finance / Accounting or related
- Up to 2 years of experience in Banking and Financial Operations or similar
- Advanced level of English, both written and oral
- Knowledge in MS Office Excel
- Ability to understand, explain and support change
- Analytical ability
- Ability to manage a project
- Communication skills, both oral and written
- Client focused
- Organisational skills
- Proactivity
#LI-Hybrid
Why joining BNP Paribas?
· Leading banking institution
BNP Paribas is the European Union’s leading bank, and key player in international banking. It operates in 63 countries and has nearly 183.000 employees, including more than 146.000 in Europe.
· Our presence in Portugal
In Portugal since 1985, BNP Paribas today has more than 8.700 employees, distributed across the Group's 10 business entities established in the country. Its presence also extends to 11 excellence centres providing value-added services to various countries where the BNP Paribas Group also operates.
· International reach
Thanks to its international presence and regular and close collaboration among its different entities, BNP Paribas has the resources to support all clients with financing, investment, savings and protection solutions that help make their projects a success. BNP Paribas holds key positions in its three core operating divisions:
- Retail Banking, a division that brings together all of the Group’s retail activities and specialised business lines;
- Investment & Protection Services that include specialised businesses offering a wide range of savings, investment and protection services;
- Corporate & Institutional Banking division that offers tailored financial solutions for corporate and institutional clients.
· Diversity and Inclusion commitment
BNP Paribas is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.
· Commitment towards work/life balance
At BNP Paribas we care about our employees wellbeing and promote a culture of good integration between work and rest. We believe our employees have rich personal lives outside of work, being fundamental to be disconnected from work to recharge both physically and mentally. Only through this balance we may all be at our best while working.
· Remote Working Conditions
At BNP Paribas, we embrace a Smart Working framework based on trust, autonomy and collaboration. Within this framework, eligible employees can benefit from flexible remote working modalities adapted to our hybrid working environment. To guarantee a comfortable and efficient working set-up, eligible employees are provided with both the office and home equipment, are entitled to an equipment allowance and can benefit from exclusive partnerships to purchase additional equipment at reduced prices.
To find out more on why you should join BNP Paribas visit https://bnpp.lk/why-BNP-Paribas-Portugal
* Please note that only applications submitted in English will be considered.
* In case you are selected for this role, further documentation will be requested to support your hiring process.
