The bank for a changing world

We are looking for

Relationship Manager, Registry Oversight (permanent)

Apply REF: C D000102

Department overview

The Registry Oversight Team is responsible for overseeing the Registry service provided by OneVue Fund Services, and other external registry providers. The team sits within the Client Delivery division and is responsible for supporting, and developing activities, practices and opportunities that will expand the Registry services provided to our existing and new clients.

OneVue is a provider of registry and member administration services across managed funds, investment platforms, SMSF and superannuation funds. They provide registry services to several BNP Paribas clients, under a sub-contract arrangement, where BNP Paribas contracts for the services directly with the Client.

Providing oversight of other external registry providers is required, to ensure a standardized approach to inbound and outbound registry data that touches BNP Paribas.

The Registry Services Oversight team key focus areas include:

  1. Ensuring relevant contracts, SLA’s, rate cards are in place with OneVue – and management of  the periodic review of the SLA and Business Rules

  2. Incident management, including recording all OneVue incidents in the BNP Paribas incident management tool and monitoring through to resolution

  3. Review of OneVue Incident reports, ensuring appropriate details of issue cause, remediation & preventative measures

  4. Review OneVue performance including, but not limited to, delivery against service level agreements and escalate as appropriate within BNP Paribas and OneVue.

  5. Review of monthly KPI’s to clients, investors, regulatory bodies and to BNP teams

  6. Assist in the resolution of escalated operational difficulties

  7. Participate in regular client meetings (some weekly, some monthly) as required

  8. Participate in regular OneVue oversight meetings

  9. Point of escalation for issues with BAU, periodic services, systems and infrastructure, change management and transitions

  10. Review OneVue Invoices and tracking through to payment

  11. Oversee change management that impacts Registry and/or BNP Paribas registry interfaces & processes

  12. Project lead as required, including regulatory or client requested change activity

  13. Other activities include:

  • Quarterly review of Compliance Certificates and SLA attestations from OneVue

  • Reconciliation report to be reviewed weekly

  • Quarterly review of OneVue staff access to BNP Paribas registry client data, Client access to

  • OneVue Web Portal, BNP staff access to TA and 3rd party access to OneVue Web Portal

  • Annual review of ISAE3402 report from OneVue

  • Participate and or co-ordinate due diligence including annual BNP Paribas DD and client DD, including tracking of action items through to completion.

Purpose of the role

The Registry Oversight Relationship Management role encompasses a wide range of requirements, including detailed operational aspects (dealing with operations staff at OneVue Fund Services and internally at BNP Paribas), as well as the very high level aspects, including dealing with senior managers and executives of our service providers. The role will require regular contact with Client Service Managers and with clients.

The successful candidate will be able to operate independently, make decisions and guide outcomes that are beneficial to BNP Paribas and their clients.

Key responsibilities

Client Liaison

  • Provide escalation point for Registry related client service queries directed to BNP Paribas

  • Oversee OneVue KPI’s and KRI’s and incorporate into BNP Paribas periodic service reporting

  • Review of OneVue Business Rules at take-on and for incremental changes

Service Management

  • Point of escalation for OneVue service issues – registry processing, call centre, IT infrastructure.

  • The Operations Service Delivery Analyst will work with stakeholders to manage and resolve issues

  • Incident management – facilitate client incident reporting process including the reporting of incidents in the BNP Paribas incident monitoring systems

  • Monitoring and reporting of KPI’s & KRI’s

  • Management of implementation of new and amended services

  • Participate in service management governance forums

  • Act as a Registry Subject Matter Expert (SME) to guide BNP Paribas departments on registry related matters, and communicate BNP Paribas requirements to OneVue as necessary

Vendor Management

  • Assist with finalising service level agreements and rate cards, ensuring these are in place prior to commencement of services

  • Monitor OneVue service and project invoices for accuracy; query and resolve where appropriate and facilitate payments through BNP Finance

  • Assist with the annual due diligence process ensuring OneVue have the appropriate governance frameworks and controls

  • Monitor all inputs of OneVue into the relevant BPSS compliance programs (client compliance certification, ISAE3402, FATCA, AML/CTF …)

  • Ensure OneVue and BNP Paribas  DRP and BCP models are tested successfully

Product management

  • Assist the OneVue RM & Oversight Manager to support the BNP Paribas Product and Client Services teams in regards to:

    • Management of any changes with the OneVue services agreement

    • Development and management of new services and service requests respectively with OneVue

    • Development and maintenance of standard service level agreements for BNP Paribas  clients

    • Identify and negotiate the development of requirements for new services based on market developments, innovations and regulatory changes

Risk and Control

  • Apply effective monitoring/supervision over:

    • Completion of required controls

    • Escalation and logging of incidents and errors into the BNP Paribas incident management register

    • Preparation of audit samples for ISAE 3402 audit processes and adhoc IG or other audits

  • The candidate should have a strong grasp of the importance of the risk control framework and experience in the application of risk controls as part of a service offering

Sales and Promotion

  • Assist with responses to RFP and DD questionnaires relating to Registry, and/or assist with co- ordination of OneVue to provide responses

  • Monitor the new business transition pipeline with BNP Paribas business development and business implementation teams


Qualification / experience

  • A proven history of successful Relationship or Vendor Management experience

  • 5+ years Registry or related Financial Services industry experience

  • A good understanding of how Registry impacts Investment Admin teams, Fund Managers, Investment Managers, Investors and third parties (such as the Australian Tax Office)

  • Demonstrable experience with issue resolution and incident management

  • Awareness of how and when to escalate complex issues - and the ability to maintain a questioning attitude and a continual improvement mindset

  • The ability to deal with all levels of seniority, from junior officer level staff through to executives and Managing Directors

Desirable:

  • An understanding of the Fund Administration area would be beneficial
  • Prior experience in working with an external service provider

  • Experience in Client Service or Relationship management would be highly regarded

  • Degree qualified in Business, Accounting or related discipline; or comprehensive relevant work experience in a similar role

Primary Location: AU-NSW-SydneyJob Type: Standard / PermanentJob: OPERATIONAL EFFICIENCY TRANSFORMATION AND BUSINESS ANALYSISEducation Level: Bachelor Degree or equivalent (>= 3 years)Experience Level: At least 7 years Behavioural competency: Ability to collaborate / Teamwork, Personal Impact / Ability to influence, Attention to detail / rigor, Resilience, Communication skills - oral & written, Client focused, Ability to deliver / Results drivenTransversal competency: Analytical Ability, Ability to understand, explain and support change