Business Area Overview
BNP Paribas is a European leader in global banking and financial services and is one of the 4 strongest banks in the world according to Standard & Poor’s. The group is present in 74 countries, with 190,000 employees, including 146,500 in Europe. The group holds key positions in three major segments: Corporate and Investment Banking, Asset Management & Services and Retail Banking. Present throughout Europe in all of its business lines, the bank’s four ‘domestic’ markets are France, Belgium, Luxembourg and Italy.
The main activities of BNP Paribas are complementary, providing strategic strength and assuring the banks financial solidity:
Retail Banking and Services
Corporate and Institutional Banking (CIB)
By placing the customer firmly at the heart of its operations, “the bank for a changing world” has positioned itself as a responsible company at the service of its customers. It defines itself through its rigorous approach to managing risk, its capacity to adapt and its ability to innovate.
BNP Paribas has had a presence in the UK for nearly 150 years. The UK is a key hub for the Group with a presence across BNP Paribas’ core businesses: Corporate and Institutional Banking and Retail Banking.
Overall Job Purpose
Within the Client Management division of CIB, the Client Service teams’ objective is to provide our clients with a top of the range service and ensure that a dedicated follow up of their products is ensured and the continuity of a high standard of service is maintained.
The Liaison Officer’s main role is to maintain the communication bridge between the, near-shored Client Support team in Lisbon and the internal onshore Corporate Banking teams (Sales, RM’s, Business Managers, Local Operations, Payments and Compliance ...). The role is contributing to the continuation of service to clients and that a high level of quality in support is maintained throughout.
In the senior role of the Liaison Officer to support Client Support (level 1 queries management relating to payments and accounts management), they are expected to closely communicate to Management, Key Stakeholders, Lisbon Management and local teams, about any key risks or concerns impacting the level of service provided to external clients.
Conclusively, the Liaison Officer will ensure the effectiveness of the newly implemented model, working as an onshore single point of contact. They will provide regular communication and feedback to all Stakeholders on the levels of service provided and will work towards achieving, maintaining and then improving the high quality of service expected by the clients for all their post corporate banking activities.
Provide a L2 Escalation point for Client service officers nearshore to local onshore key stakeholders ( Sales , RM’s , Business Management)
Provide Level 2 escalation for the near shore team to ensure any urgent or escalated issues that require key stakeholder interaction and intervention are dealt with in person, to full resolution in a timely manner
Act as second level point of contact for near shore team to help direct client queries (navigate the bank) to areas outside of Client Management
Act as point of escalation (or facilitate escalation via participating to coordination conference calls with Lisbon Client Support and/or management) for any major incident (systematic or operational) to local management, key stakeholders and OCRM (for Tier 1 clients).
Ensure the Lisbon team keep an appropriate log of any recurring issues and incidents (where an escalation to L2 was necessary) and collectively work with the near shore team and key stakeholders to determine an action plan to prevent future occurrence
Gain a full understanding of the operational set up of client service teams:
Attend regular client service meetings (WPR, Morning meetings, etc.)
Maintain a close relationship with nearshore client service officers
Maintain and report information on actions coordinated onshore:
Maintain a database listing all actions provided to offshore client service officers,
Implement KPIs on relevant volumes,
Provide feedbacks of internal meetings to the nearshore client service managers, and to the Regional or Global head of client services.
Develop, Maintain and Strengthen local Stakeholder relationships and network
Through regular forums, maintain relationships and communication between Client Support (Corporate Banking) near shore team and the key stakeholders (RM’s , Sales , FO management, local Compliance where relevant)
Provide added visibility to key stakeholders on KPI’s monitoring performance trends and reporting on any improvements / deterioration of the service to clients
Understand the business trends (e.g. extension of product offer, of client base, etc.) and local regulatory specific requirements (from local Compliance and Regulatory teams) and communicate new trends/requirements to the near shore team and management with as much
Contribute to maintaining Operational efficiency of client service team
o Propose and / or support any improvement (automation, simplification, etc. ) ideas in order to help reduce operational risk or streamline the processes cross border
o Suggest improvement action plans to overcome operational barriers and to help grow relationships between near shore teams and onshore other operational teams and functions (Example – Local Ops, Lisbon Hub, Local onshore Compliance, local onshore Regulatory teams...)
o Keep informed of improvements/enhancements implemented in Lisbon, to improve or strengthen the tools and processes for Corporate banking activity
• Extensive and proven track record in finance or banking related industry, preferably within Corporate Banking (good product knowledge)
• Experience in a client-facing role
• Operations experience (gained in a similar role, Payments processing, Local Ops …..)
• Good understanding of operational tools (previous experience in Atlas , StorQM , microsoft office , Hobart , Sibes , Connexis , Centric , IntelliTRACS/Match)
• History of achievement in previous Corporate banking related roles
Essential Skills/ Competencies
• Exemplary Client Focus
• Creative and Innovation mindset
• Excellent and confident Communication skills
• Organizational skills
• Excellent analytical and problem solving skills
• Sharing knowledge capability and mindset