CDI - FA Client Account Manager (H/F)
BNP Paribas Securities Services, a subsidiary of the BNP Paribas group, is one of Europe's leading providers of custody services for securities.
The Luxembourg branch plays a major part in its operations, offering clients high value-added services extending from custody to securities lending, fund administration, performance measurement and ratings, and bond issuance services.
To support its current growth, BNP Paribas Securities Services is looking for several:
FA Client Account Manager (H/F)
CLIENT FACING & REPRESENTATION:
Ensure proactively and concisely client satisfaction by being the single point of entry for all clients and cover client demands linked to the production of BP2S Luxembourg. The aim is to acknowledge quickly and answer efficaciously to the client
Ensure FA representation by participating actively in quality reviews meeting with the CSM / RM in charge of the client relationship. Participate actively also to all Service Review meetings with Client Development and present FA KPI figure. Interact constructively with Client development to share a joint view of the Clients' relationships and action point
Take ownership for the FA part of the preparation and presentation of Due Diligence or RFP with clients together with FA CAM Managers.
BUSINESS QUALITY CONTINUTY:
Ensure the Nav cycle continuity by assisting internal transversal teams to properly allocate the different query received.
Ensure knowledge of specific clients by informing the operational FA teams of any changes to take into account to provide the best service to the client. Update operating memorandum documentation accordingly to properly reflect the service.
Collect incident report details and arrange an efficient communication to the client
Ensure the quality of the relationship with our clients by informing them of any changes that may have an impact on the relationship or the service provide by BP2S. Update operating memorandum documentation accordingly to properly reflect the service.
Ensure bottom up information to the FA Management regarding any client complaints received. Informing the FA Management of any highlight on client relationship from its identification.
Ensure bottom up information to Client Dev informing the CSM / RM of any client complaint received. Informing the CSM / RM of any highlight in the client relationship as from its identification
Maintain mapping of the contact list to insure best level of the relationship with clients and transversal actors.
SERVICE QUALITY CONTINUTY:
Maintain an action log in order to file all the open subjects to ensure proper monitoring of client requests. Answering all demands or following the requests requiring operational FA input and doing what is necessary for the response to be given to the client in an acceptable time. Make sure we provide quality responses in terms of content (control information transmitted) and editorial terms. Inform the client of the status of his request.
Be fully prepared for the bi-monthly meeting with the Head of FA Department and Group Managers. The objective is to give the management an overall status on each clients’ relationship. Presenting the analysis of the KPI that needs to be monitored intra-month in order to anticipate and propose with the support of Team Managers appropriate actions to be followed. Escalate any quality issue or delays in action delivery before client escalation. Giving an overview of the NAV errors and preventives measures together with a regular status on the actions from the One Liner.
Participate in finding solutions to improve the service and overall efficiency by reviewing official Nav timeline and associated dependencies.
Management of Client satisfaction/un-satisfaction by identifying and logging issue, implementation of preventive measure to anticipate any gap with level of service expected.
Education: Bachelor degree in Accounting, Economics or Finance
Professional experience: You have at least three year experience as a fund accountant
- Acting with perspective
- Taking initiative
- Client focus
Technical skills: You are a proficient user of Multifonds
Language skills: Excellent written and oral French and English skills are essential