DEPARTMENT: ELS VENDOR OPERATIONS - OPERATIONAL SUPPORT
CONTRACT TYPE: PERMANENT
BNP Paribas Leasing Solutions helps companies to expand
their business capabilities by offering tailored leasing and finance
solutions. Our expert teams partner with equipment vendors that are looking
to grow their sales, and businesses that require outsourcing services for
assets within a number of key markets. We’re a European leader in leasing,
backed by the stability of the BNP Paribas group.
WHAT AM I ACCOUNTABLE FOR?
the control and management of the Handling of Complaints in line with
procedures ensuring the business objectives and SLA’s are met and all
processes and procedures are compliant within ELS Vendor Operations.
MY KEY ACTIVITIES
- Taking primary responsibility for the
complaints process, dealing with complaints in line with published time lines
(including escalation of complaints in line with published procedures) and
safe guarding our profitability at all times and in line with FCA and TCF.
Liaising with Vendors, End Users, Solicitors, Collections, Recoveries, Sales
and any other relevant internal or external contacts in order to resolve
- Managing complaints reporting, publishing results on a monthly basis and
making amendments to the reporting as and when required and to be involved in
the analysis of complaints including looking at trends, attending meetings
and conference calls with regards to this analysis
- Ensuring all of ELS Vendor Operations process
and procedures are documented, reviewed on an annual and amended accordingly
and cascade new and existing policies and procedures content to all ELS
Vendor Operations team members
- Taking ownership of all development testing
requirements including identifying resource, managing test plans, validating
results and identify system developments required in order to improve process
and customer experience
MY EXTERNAL CUSTOMERS
External Service Providers
Brokers and Banks
MY INTERNAL CUSTOMERS
excellent communication, organisation and time management skills, be
resourceful and have the ability to use initiative. I must have strong
attention to detail, be enthusiastic and have a willing approach. I need
strong IT and keyboard skills with the ability to maintain the highest
standards under pressure.
Working in a busy, open plan office.
Normal working hours are 8.45 to 17.15 Monday –
Friday; however we operate on a shift system from 8.00 to 18.00 each day. Additional
hours will be required on an ad-hoc basis.
Dress code is
business formal Monday-Thursday, business casual on a Friday.
MY ADDITIONAL RESPONSIBILITIES
- Attending inter department meetings
- Any other ad-hoc
duties as required by my Line Manager
for adhering to policies, procedures, guidelines and the internal control
framework established to guide the operation of their function in addition to
regulatory compliance requirements.
WHAT CAN I EXPECT
On joining the company I will attend a Company Induction which
will introduce me to the different areas of the business and what they
Have regular performance reviews with my line manager; this will
include a mid-term and end of probationary review and regular one to one
I will be expected to complete annual online Compliance training
modules via My Development, our online training platform and will continue to
receive on the job training throughout my career.
Primary Location: GB-ENG-HampshireJob Type: Standard / PermanentJob: CUSTOMER RELATIONSHIP MANAGEMENTEducation Level: Not indicatedSchedule: Full-time
Behavioural competency: Ability to share / pass on knowledgeTransversal competency: Ability to develop and adapt a process