We are BNP Paribas S.A. (Branch in Poland), a part of BNP Paribas Group with 200 years of experience in banking. Since 2008, we are at the heart of Warsaw, and now we are also in a brand-new location in Krakow. As Corporate and Institutional Banking (CIB), we offer financial solutions for corporate and institutional clients in a number of locations globally.

Client Services Specialist

The Client Services Management team is part of the global Client Development team responsible for all client management related activities (ie sales, client relationship management and client satisfaction) for the Securities Services business. Within this team, the Client Services Managers oversee the service delivery with an overall responsibility to ensure an optimized client experience. Oversight of client satisfaction includes monitoring that the services delivered are aligned with the service level agreements, managing regular client service reviews to ensure ongoing fulfilment of client expectations and working across the organisation to address any issues or queries escalated by the client.

Responsibilities

Client Relationship Management:

Build and maintain strong client relationships and network.
Understand and align with client strategy and requirements.
Manage operational contacts and client expectations.

Service Performance Monitoring:

Track service delivery quality per Service Level Agreements (SLAs).
Conduct regular service performance reviews with clients.

Client Reviews and Audits:

Manage client reviews, audits, and due diligence questionnaires.
Coordinate services and products according to client needs.

Client Communication:

Ensure clients receive relevant market and service information.
Deliver consistent messages regarding business incidents.
Foster aligned service delivery and communication approach.

Service Level Agreements (SLAs):

Initiate and review SLA documents.
Manage necessary modifications with clients.

Client Projects:

Identify and coordinate service modifications.
Assist in client on-boarding, implementations, and business requests.

Relationship Management Duties:

Perform KYC recertification and support the credit process.
Monitor client revenues and lead contract renegotiations.

Complaint Management:

Manage formal complaints process according to the "Client Complaints Procedure".

Requirements

University degree (economy, banking, management, marketing and communication studies)
Fluent English
Polish - nice to have
Proven track record of working within a client servicing environment will be an advantage
Financial industry experience or professional qualifications relating to the financial markets, asset management or securities services, ideally within a client servicing or operational environment
Client orientation
Excellent communication and interpersonal skills
Team and collaborative work (internal and external) with ability to influence others to work collectively towards a common goal
Adaptability to changing environments and ability to work under pressure
Demonstration of innovative/creative thinking, problem-solving and taking initiative to identify and implement solutions
Willingness to take ownership and responsibility
Self-motivated, willingness to learn
Proven track record of results and quality orientation

What we offer