About BNP Paribas:
BNP Paribas is a leading bank in Europe with an international reach. It has a presence in 74 countries, with more than 192,000 employees, including more than 146,000 in Europe. The Group has key positions in its three main activities: Domestic Markets and International Financial Services (whose retail-banking networks and financial services are covered by Retail Banking & Services) and Corporate & Institutional Banking, which serves two client franchises: corporate clients and institutional investors. The Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporate and institutional clients) to realize their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, the Group has four domestic markets (Belgium, France, Italy and Luxembourg) and BNP Paribas Personal Finance is the leader in consumer lending. BNP Paribas is rolling out its integrated retail-banking model in Mediterranean countries, in Turkey, in Eastern Europe and a large network in the western part of the United States. In its Corporate & Institutional Banking and International Financial Services activities, BNP Paribas also enjoys top positions in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific.
The Hispanic Latin America region is a key market for BNP Paribas. While Brazil remains the largest economy in Latin America, other major countries in the region are also significant contributors for the business and for long standing relations with clients. For example, BNP Paribas has been uninterruptedly present in Colombia for more than 40 years.
BNP Paribas has a historical footprint in the Hispanic Latin America. The Bank has been in the region since 1914 and is now present in 5 countries with nearly 2000 employees between Corporate and Institutional Banking (CIB) and International Financial Services.
CIB in Hispanic Latin America has world-class teams of roughly 200 professionals spread among Colombia, Mexico, Chile, Peru and Argentina, thus ensuring an overall coverage of BNP Paribas’ client franchise in the region. All BNP Paribas’ business lines have operations in Hispanic Latin America and are structured in such a way as to provide their clients with the best combination of specialists according to sector, product or geographic region. In the context of growing globalization, they are able to accommodate their clients thanks to their powerful regional platforms:
- In North America (essentially New York but also other hubs such as Houston and San Francisco) and Brazil (Sao Paulo) with a number of professionals covering Latin America.
- In the whole of Europe with major hubs such as Paris, London, Frankfurt, Madrid, etc.
- In Asia with a broad coverage of all major economies in the region.
In Colombia, BNP Paribas has presence through 5 entities representing the Group: the Rep. Office, the Corporación Financiera and a Trust company for the Corporate and Institutional Banking pole. As for International Financing Services, an insurance company (Cardif) and a Rep Office for Asset Management Services. BNP Paribas is the European bank with the longest uninterrupted presence in the country.
To provide first and second level support for all the activities in Americas and part of Asia-Pasific for the begining of the day. Act as an expert of Neolink as well as contribute in the promotion and improvement of the product by proactively supporting sales and products team to meet clients needs.
Duties and Responsibilities
Act as responsible but not restricted of (i) L1: addressing (i.e. log, categorize, prioritize, track and route) all the inbound requests received through different channels and (ii) L2: managing incidents that are out of scope of (i) as well as coordinate with L3 or other different dependencies for a proper and timing resolution of the raised issues.
Procatively collaborate in the identification of improvement opportunities and developmet of project tha allows the enhancements of the process for the benefit of our stakeholders and clients.
Aimed to be a highly skilled professional to convert issues into solutions with high recognition within the company as a services partner for internal as well as external clients.
Client onboarding in Neolink: Support onboarding process, verifiyng that all the requirements are in place for client setup.
Client setup in Neolink: Assist client on administration definitions as: profiles, roles, rights, accesses, etc. This aligned with the information and details provided by CCS Ops Team regarding accounts´structure.
Basic Neolink Client training: -Training (pre and post-sale) on site or via ‘web demo’ for internal and external users/Clients in NeoLink. - Participate in Cross Training and ensure the Knowledge transfer between the team and processes is happening on periodic basis. - Training and information about new features and releases.
Requests management: - Assist clients on their queries, issues or problems in the system and being their first suppot level on the region. Management of request according to local and global procedures in order to mitigate risks and comply with internal policies and controls. - Escalate and liase with Manager, L3 or other dependencies for unresolved open issues / high risk items. - In case of new enhancements, escalate requirements to Paris Neolink Support Team so all the requests are centralized and requested to the central team with feedback from the business.
Incident & support Management: - Act as first level of investigation (issues linked to NeoLink features). - Management of incidents raised by the clients (i.e. unavailabiliy, slowness, reports delay, etc.) and coordinate with internal teams for crisis management situations according to internal procedures. - Management of communication to client services, clients and location linked to on-going incidents. - Declare identified incident to IT support (L3). - Resolution followup of incident and functional impact analysis.
Cross (transversals) funtions: - Share the best practices and ideas with the peer groups and team members. - Consistently evaluate and update documented procedures to ensure they are complete, accurate and current. - Maintain good communication with internal peer groups, and central team.
Undergraduate in Engineering, Finance, Administration, International business or related careers with desirable knowledge of financial and stock market and/or IT support. Mandatory to be fluent in English and Spanish, additional language is desired.
Well developed written and verbal communicative skills (in Spanish and English)
Self-motivation and demonstration of initiative.
Ability to develop and document processes and procedures.
Proven ability to juggle multiple priorities while respecting tight deadlines.
Displays a keen sense of ownership, responsibility and accountability.
Strong involvement and good communication skills with client focus.
Excellent analytical skills and problem solving skills.
Proactive, motivated and willing to absorb new concepts.
0 to 2 years in Operations, IT or Client Services for Financial sector companies. Desired in Settlement and Custody Services