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Manager - Change Management (Global Markets Operations)

Apply REF: CHA000147

Job Code :  Manager – ISPL Change Management Operations


Group :  BNPP ISPL

Div/Dept:  ISPL Operations Change Management, CIB-ITO

Reports to : Head of ISPL Operations Change Management

Supervises:  ISPL – Client Management

Function/Position: Manager – Change Management Operations (Client Management)


Directorship/Registration :  N/A

Position Purpose :

An increasing role is played by ISPL Operations to support Client Management Business line & there is a need to strengthen ISPL around a Drive mandate. The position main purpose is to equip ISPL – Client Management Operations with the ability to contribute to 2020 Transformation around the 5 levers defined at Group level


v  Implement new customers journeys

v  Upgrade the operational model

v  Adapt information systems

v  Make better use of data to serve clients

v  Work differently

Scope of the role requires intervention on occasional / ad hoc subjects (requiring reactivity & analytical mind) & on projects of greater scale (horizontal projects & multi sites). Coordinating with various Client Management Department (Middle office / Operations / IT) as well as other CIB or Group Functions (Finance / Compliance / Risk, etc.)


To assist Client Management Business lines in the development, expansion, growth of its business activities by ensuring the end-to-end value chain design is addressing several aspects such as Process Expertise, Operational efficiency (Automation, Process Design, etc.) & Financial Security (Payment transparency, Sanctions, Group policies, etc.)


Stakeholders Relations (not limited to):

Internal to ISPL

v  ITO management

v  Client Management  Operation department

v  Client Management IT Team

v  Change management team

v  OPC team

v  Compliance team

External to ISPL

v  Central & Regional ITO management

v  Central & Regional Drive teams

v  Central & Regional Client Management Operations departments

v  Central & Regional Client Management  IT teams

v  Business lines & Coverage

v  Central CIB Analytics Consulting team

v  IG & Audit teams

Skills / Competencies


v  Project & Transition Management

v  Client Management Products & Processes

v  Continuous Improvement Achievements

v  Organization agility & optimization

v  Operational Risk & Control awareness

v  External Customer & Service Focus


v  Takes initiative & is results driven

v  Decision capabilities

v  Excellent Interpersonal & Communication skills

v  New Tech appetite: RPA, OCR, NLP, Blockchain

v  Anti-Money Laundering / Financial Sanctions

v  Ability to innovate & manage change & complexity with confidence

Key Results Areas :

Detailed description of the role:

1.     Transitions / Projects

a)     Actively contribute / lead in projects / initiatives driven by central and/or regional Client Management Operations and/or Business

b)     Manage key transformation projects bringing them to a successful conclusion (quality/cost/delay) by a close coordination of ITO departments & other functions involved to achieve the objectives initially set.

c)     Active participation on ad hoc tasks and/or projects as assigned by Management from time to time

d)     Contribute / Lead some of CIB Transformation Initiatives for Client Management  (regional organization towards target operating model, digital transformation)


2.     Change Management & Continuous Improvement

a)     Drive continuous improvement  to review & streamline operations processes to converge towards better STP Rate, to improve Turn-Around Time & to minimize error rates

b)     While not interfering on OPC & Risk ORC mandate, challenge existing controls plan with the aim of continuously minimizing residual risks

c)     Propose / Contribute to new systems/features deployment & coordinate with IT & regional management teams. This can be achieved by participating in Process re-engineering, Process & systems standardization & re-alignment, & business development support & enabling.

d)     Behave as one of the senior referent on Client Management Operations within Global ITO community & continuously build, advocate & brand for an end to end operation/process workflow perspective

3.     Operations Process Framing around Quality & Time delivery & Operational Risk Excellency

a)     Provide operational expertise to define solution that meets / exceeds the operations & regulatory needs

b)     Assess the feasibility & identify the setup along with the appropriate level of controls from an ITO perspective to support exceptional transaction or new activities

c)     Minimize operational failure, including but not exclusively, the risk of fraud, by implementing sufficient regular controls, by measuring operational risk & taking actions to maintain it at an acceptable level.

d)     Ensure appropriate escalation to management & /or Permanent Control (or compliance as appropriate) as soon as an issue remains unsolved beyond & above what can be reasonably handled within the considered remit.


4.     People

a)     Work with ISPL Client Management Operations department to develop a strong expertise & knowledge on Client Management End-to-End chain

b)     Promote, within ISPL Client Management department, a mindset around continuous improvement, change management & innovation

Job Type: Standard/Permanent
Education Level: Bachelors Degree or equivalent
Experience Level: At least 10 years

Schedule: Full-time

Primary Location: IN-MH-MumbaiJob Type: Standard / PermanentJob: OPERATION PROCESSINGEducation Level: Other Degrees / Certifications / Vocational, Technical or Professional QualificationsExperience Level: At least 10 yearsSchedule: Full-time Behavioural competency: Ability to collaborate / TeamworkTransversal competency: Analytical Ability