The bank for a changing world

We are looking for

Manager - Client Communications

Job type Permanent
Schedule Full time
Job Function Transaction processing
Level of experience 6 to 10 years
Apply REF: CLICOM004


Job Description



Note to Hiring Manager:


In support of BNP Paribas APAC's Diversity Commitment, Hiring Managers are to consider at least 1 Asia Pacific national, 1 male and 1 female candidate for the position to be filled.


Job Title:

Manager

Date:

12/11/2019

Department:

Client Communication

Location:

Chennai

Business Line / Function:

COO-Ace & Digital

Reports to:

(Direct)

Manager, NeoLink Support Asia

Grade:

(if applicable)

(Functional)

Global Head of NeoLink Admin & Support

Number of Direct Reports:

5

Directorship / Registration:

CLICOM004

 

Position Purpose

This position will be responsible for the overall team handling & BAU delivery of the ‘NeoLink Support Asia’ team, which provides client support for Asia pacific region clients from Chennai. This member will be in-charge of management of relation with the Client, internal operation team & spoke locations receiving the services

The member will be responsible for the people management & their career development. This position is also in-charge of escalation management and service review with the location.

Responsibilities

Direct Responsibilities

  • To ensure that all client technology queries are appropriately documented and resolved within the agreed timeframe
  • Management of relation with the Client, Spoke location and other internal team receiving the services
  • Management of production KPI’s, follow up of queries
  • Escalate unresolved open issues / high risk items to the senior management
  • Manage staff to take corrective measures/actions
  • Training (pre and post-sale) on site or via ‘web demo’ for internal and external users/Clients in NeoLink
  • To provide first/second level of support on ‘NeoLink’ to the clients in Asia-Pacific region
  • Follow-up and coordinate with NeoLink IT, project teams, service delivery teams in case of any incidents
  • Consistently evaluate and update documented procedures to ensure they are complete, accurate and current
  • Maintain good communication with internal peer groups, and central team

Contributing Responsibilities

  • Continually strive to improve the client experience through better and wider use of BPSS technology
  • Ensure high level of communication network is established with all the departments within the Business group
  • To collect the Requests/enhancements requirements from locations.(calls, emails, NeoTracking)
  • Ensure client is well-informed through locations proactively by location communication.
  • Delegating the tasks to the assistant managers and other team members
  • Participate in Cross Training and ensure the Knowledge transfer between the team and processes is happening on periodic basis
  • Share the best practices and ideas with the peer groups and team members

Roles & Responsibilities

 

Knowledge and skills required

Technical & Behavioral Competencies

  • Strong Business and product knowledge
  • Experience in a IT related role, project management or more technical, gained within the financial services industry
  • Results focused: understands the strategic objectives of the business overall and of the client facing teams
  • Time management: priorities the tasks to ensure all project deliverables are completed in a timely manner. Able to manage workflow effectively to achieve individual and team goals
  • Team delivery: contribute and participate in the team proactively. Delivers against strategy
  • Technical knowledge: being able to pick up new tasks, processes and knowledge quickly when completing analysis
  • Communication: expresses ideas effectively and clearly in both verbal and written, in a professional and appropriate way. Seek clarification when not clear
  • Maturity and judgment: learns from experience, assess issues using relevant information and applies intuition where necessary
  • Accountable: take personal responsibility for all the projects assigned, deliver quality service against personal and team work, also seeking way of improvement
  • Initiative: Tries to find new ways to improve current work, bring fresh ideas to problems and always open to suggestions
  • Strong analytical skills, detail orientation, service commitment and interpersonal skills
  • Prioritization and foresee the risk involved in any action taken.
  • Capacity to handle issues during crisis and otherwise

Specific Qualifications (if required)

        

Skills Referential     

Behavioural Skills: (Please select up to 4 skills)

Ability to collaborate / Teamwork

Communication skills - oral & written

Decision Making

Attention to detail / rigor

Transversal Skills: (Please select up to 5 skills)

Analytical Ability

Ability to understand, explain and support change

Ability to develop others & improve their skills

Ability to manage / facilitate a meeting, seminar, committee, training…

Ability to set up relevant performance indicators

Education Level:

Master Degree or equivalent

Experience Level

At least 7 years

Other/Specific Qualifications (if required)

 



Primary Location: IN-TN-ChennaiJob Type: Standard / PermanentJob: OPERATION PROCESSINGEducation Level: Master Degree or equivalent (> 4 years)Experience Level: At least 7 yearsSchedule: Full-time Behavioural competency: Teamwork, Ability to learn, Accountability, Self-confidence, Taking initiative, Negotiation skills, Analytical skills, Active listening, Building effective relationship, Communication skills, Ability to summarize, Resilience, Creativity & Innovation / Problem solving, Ability to share / pass on knowledge, Client focused, Communication skills - oral & written, Active listening, Ability to deliver / Results driven, Adaptability, Attention to detail / rigor, Personal Impact / Ability to influence, Decision Making, Proactivity, Ability to collaborate / TeamworkTransversal competency: Understanding the business environment of the entity, Knowing how to use IT, Understanding the BNP Paribas group, Ability to develop and adapt a process , Ability to develop others & improve their skills, Ability to set up relevant performance indicators, Ability to manage / facilitate a meeting, seminar, committee, training…, Ability to conduct a negotiation, Analytical Ability, Ability to understand, explain and support change, Ability to manage a project