Team Leader - Smart Office
BNP Paribas is a leading European bank with an international reach. It has a presence in 72 countries, with more than 192,000 employees – including more than 146,000 in Europe and over 4,000 in Portugal alone.
BNP Paribas is present in Portugal since 1985, having been one of the first foreign banks to operate in the country. Today, BNP Paribas has several entities operating directly in this territory, offering a wide range of integrated financial solutions to support its clients and their businesses.
Worldwide, 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 realise their projects through solutions spanning financing, investment, savings and protection insurance.
BNP Paribas Smart Office is a Shared Service Centre composed of teams who are dedicated to Corporate Travel and Administration support services, to staff members throughout Europe. Client relations are at the cornerstone of group´s strategy, with the primary aim of developing long-term relationships and helping clients to make the best use of their time by dealing with their administrative tasks.
ROLE AND RESPONSIBILITIES
You will be responsible for managing a team over 10 staff members within Smart Office Portugal, positioned within Transversal Services. Administration Team V is a team dedicated to assisting clients across BNPP with administrative tasks, such as travel arrangements and processing expenses, amongst to answering in a timely manner to clients’ queries. Main responsibilities:
Ensure and perform daily controls and supervision over team members
Report directly to Smart Office Portugal Manager
Work with Smart Office Manager to develop, analyse, enforce and monitor KPIs
Assign tasks and define priorities for team
Manage team’s schedule and availability to ensure business continuity and operational efficiency
Develop and maintain training documents that support operations
Involved in recruitment, appraisal and team’s personal development plans
Act as a Single Point of Contact (SPOC) for day to day interactions between the team and main onshore and/ or stakeholders
Carry out the first level of escalation for queries and issues
Ensure that answers to clients’ queries are provided in a timely and accurate manner
Understand all services, procedures, guidelines and communicate same to all team members
Provide continual evaluation and improvement of processes and procedures
Perform all duties and responsibilities of a Smart Office Assistant when required
Level of experience: Minimum three years of experience
Advanced Microsoft Office skills (Word, Excel, Power Point; Outlook)
Experience in management roles (call center) is a plus
Experience in setting guidelines, procedures and processes is a plus
Experience as a Personal or Team Assistant is a plus
Fluent in English
Client and results focused
Excellent organizational and leadership skills
Please note that only applications submitted in English will be considered.
In case you are selected for this role, further documentation will be requested to support your hiring process.
BNP Paribas is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.