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Representing the voice of the customer
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Developing a culture within both the Account Management function and broader Client Delivery group that creates a focus on high levels of client service and satisfaction
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Ensuring that agreed quality standards are defined, measured (where appropriate), and sustained for both internal and external stakeholders.
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Effectively engaging with current and prospective clients, investment managers, banks and other relevant parties as part of BAU service delivery and in support of new business initiatives
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Leading interactions with Client Delivery, Client Service and Relationship Management functions with a common focus of increasing the customer value proposition and internal efficiency supporting this outcome
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Further develop and deliver a differentiated service level model for our strategic client base
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Defining and delivering a future Target Operating Model to support the needs of a growing and global client base, leveraging the scale of our offshore service locations as appropriate
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Aligning Asia Pacific Operations to the best standards of Banking Service Operations regionally and globally
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Representing the interests of customers through market advocacy
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Understand market and industry trends and developments within the FI&C, Asset Owner and Asset Manager market segments to create a strong value proposition
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Understand client strategy to ensure BNP Paribas is positioned as “partner of choice” in the provision of solutions. Ensures relevant Product Heads and managers are made aware of opportunities.
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Builds strong personal relationships with key clients and market influencers. Ensure BNP Paribas is responsive to client concerns and issues
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Be part of the new sales process locally, regionally and globally to provide operational input and advice as required.
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Meeting all internal governance, compliance and regulatory requirements
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Ensure relationship meets both client and BNP Paribas operational SLA’s and KPI’s.
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Ensuring client satisfaction levels are maintained at a high level through excellent and consistent service delivery of required products and service and prompt resolution to complaints, issues and disputes
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Building a reputation as a trusted advisor to all clients
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Ensuring that the matrix structure ( if required) running across functions and geographies is effective
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Have clearly identified objectives for the team including potential market segment opportunities for direct reports and broader BP2S business targets.
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Build a high performing and accountable team ensuring clear guidance and leadership through developing, coaching and mentoring the team, which report directly to this position.
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Development of the individuals reporting to position including growing the area’s technical depth and capability
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Building a culture in line with the organisational values and enabling staff to perform to their maximum capacity.
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Timely performance management of the team including goal setting, direction and development
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Identification and retention of high potential resources and succession planning
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Maintain effective internal and external communication systems. Review and adopt the Hobart platform for all communications and improve customer and internal workflow management
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Implementation and compliance with BNP Paribas Group policies and procedures.
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Provision of ongoing coaching, communications and proactive support to the team to ensure direct and indirect reports achieve optimum performance. This includes ensuring relevant cross training and succession planning is in place.
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Contributing to organisational strategy and vision through working effectively with internal teams and management locally and globally
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Developing and maintaining internal and external client relationships including brokers, clearers and regulatory bodies.
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Ensuring the team deliver against all Risk and Compliance and administrative requirements
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Financial Management of the team - Controlling costs through effective management, rationalisation and improvement of controllable annual operating budget. Ensuring strategic objectives including cost saving objectives, risk and operational loss reductions are met.
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Monitor local profitability and review unit costs in liaison with Finance
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Analysis, innovation, development and implementation of change and process improvement.
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Demonstrated experience at enabling teams to deliver against strategic goals, to drive and develop a culture of client focus, quality, high performance and accountability.
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Overall accountability for managing their teams deliveries and performance
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Staff mentoring, counselling and development and divisional resource management, including growth, succession planning, area morale, staff satisfaction and retention.
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Overseeing the development and implementation of induction, training and staff development programs;
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Re-engineering / implementing team structures, procedures and controls where required
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Budget/Cost Management, rationalisation and improvement / cost efficiencies.
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Area profitability in ensuring management of SLA compliance costs vs ad hoc query cost considerations.
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Representing the team in corporate forums, steering groups and internal/external presentations;
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Contributory Leadership participation with the relevant Management Team and committees. Ability to work cohesively and positively with colleagues and peers at a management level.
