We are looking for

Head of Account Management

Apply REF: C D000323

Position Purpose

The key objectives of the Head of Account Management include the following:
Ensure Business as Usual excellence by:
  • Representing the voice of the customer
  • 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
  • Ensuring that agreed quality standards are defined, measured (where appropriate), and sustained for both internal and external stakeholders.
  • 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
  • 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
  • Further develop and deliver a differentiated service level model for our strategic client base
  • 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
  • Aligning Asia Pacific Operations to the best standards of Banking Service Operations regionally and globally
  • Representing the interests of customers through market advocacy
Ensure strong management and leadership by:
  • Demonstrating full range of BNPP manager behaviors
  • Building and maintaining a strong and productive high performing team and effective relationship with internal stakeholder groups
  • Promotion of a change mentality and innovation within the team and adoption of technologies available
  • Budget/Cost Management, rationalisation and improvement / cost efficiencies
  • Meeting operational risk incident objectives
Contribute towards management of BP2S Asia Pacific by:
  • Participating actively in the management committees and forums as required
  • Creating a cooperative and professional relationship with my peers
  • Actively supporting business development and client relationships
  • Playing a leading role to BP2S Asia Pacific achieving its corporate objectives


The primary roles of the Head of Account Management is to:
  • Understand market and industry trends and developments within the FI&C, Asset Owner and Asset Manager market segments to create a strong value proposition
  • 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.
  • Builds strong personal relationships with key clients and market influencers. Ensure BNP Paribas is responsive to client concerns and issues
  • Be part of the new sales process locally, regionally and globally to provide operational input and advice as required.
  • Meeting all internal governance, compliance and regulatory requirements 
  • Ensure relationship meets both client and BNP Paribas operational SLA’s and KPI’s.  
  • 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
  • Building a  reputation as a trusted advisor to all clients
  • Ensuring that the matrix structure ( if required) running across functions and geographies is effective
  • Have clearly identified objectives for the team including potential market segment opportunities for direct reports and broader BP2S business targets.
  • 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.
  • Development of the individuals reporting to position including growing the area’s technical depth and capability
  • Building a culture in line with the organisational values and enabling staff to perform to their maximum capacity.
  • Timely performance management of the team including goal setting, direction and development
  • Identification and retention of high potential resources and succession planning
  • Maintain effective internal and external communication systems. Review and adopt the Hobart platform for all communications and improve customer and internal workflow management
  • Implementation and compliance with BNP Paribas Group policies and procedures. 
  • 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.
  • Contributing to organisational strategy and vision through working effectively with internal teams and management locally and globally
  • Developing and maintaining internal and external client relationships including brokers, clearers and regulatory bodies.
  • Ensuring the team deliver against all Risk and Compliance and administrative requirements
  • 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.
  • Monitor local profitability and review unit costs in liaison with Finance
  • Analysis, innovation, development and implementation of change and process improvement.

Technical & Behavioral Competencies


Leadership & Management

  • Demonstrated experience at enabling teams to deliver against strategic goals, to drive and develop a culture of client focus, quality, high performance and accountability.
  • Overall accountability for managing their teams deliveries and performance
  • Staff mentoring, counselling and development and divisional resource management, including growth, succession planning, area morale, staff satisfaction and retention.
  • Overseeing the development and implementation of induction, training and staff development programs;
  • Re-engineering / implementing team structures, procedures and controls where required
  • Budget/Cost Management, rationalisation and improvement / cost efficiencies.
  • Area profitability in ensuring management of SLA compliance costs vs ad hoc query cost considerations.
  • Representing the team in corporate forums, steering groups and internal/external presentations;
  • Contributory Leadership participation with the relevant Management Team and committees. Ability to work cohesively and positively with colleagues and peers at a management level. 

Change Management

  • Effective Project sponsorship and Delivery of business benefits from initiation to implementation
  • Deliver all initiatives to be completed for strategic and client-specific purposes within deadline, with appropriate documentation and quality controls,
  • Analysis, innovation, development and implementation of change management process improvements/ re-engineering including leading and managing internal and external resources as required.

Industry Knowledge

  • Utilising Industry knowledge to leverage market development opportunities and referral to relevant internal areas as appropriate.
  • Discussing industry changes and developments with colleagues, Product & Strategy, vendors and consultants;
  • Developing relationships with key individuals and entities in the industry including attendance of seminars and conferences which enhance professional competence;

Strategic Awareness

  • Ensure a clear understanding of the key drivers for growth and profitability of the business area;
  • Strategic and Operational Development of functions with existing and potential clients alongside Product and Strategy and Coverage as well as relevant key internal stakeholders
  • Monitoring and developing appropriate team structures to efficiently service clients;
  • Monitoring and developing infrastructure, systems and tool sets to ensure team capabilities are optimised;
  • Using management information (volumes, KPI’s and KRI’s) to identify points of weakness or areas for development;
  • Apply industry knowledge to formulate future plans for development of the business line.

Client Services

  • Develops close and effective relationships with key internal and client stakeholders;
  • Establish and develop effective communication and direction for the business line with effective communication to relevant parties
  • Creates a culture of BAU excellence
  • Lead and drive relevant Projects and Change initiatives as required;

Specific Qualifications (if required)

  • Minimum 10- 15 years’ experience within the Financial Services industry with a minimum of 5 years management experience 
  • Minimum of 5 Years direct Australian and New Zealand market experience in Custody and Treasury operations.
  • Proven success with development of business opportunities within this client segment and ability to manage change processes or be key operational sponsor.   
Primary Location: AU-NSW-SydneyJob Type: Standard / PermanentJob: OPERATION PROCESSINGEducation Level: Other Degrees / Certifications / Vocational, Technical or Professional QualificationsExperience Level: At least 10 years Reference: C D000323