The bank for a changing world

Client Service – Client Reporting Team Leader (M/F)

Contract

Standard / Permanent

Location

PT-11-Lisbon

Job function

CUSTOMER RELATIONSHIP MANAGEMENT

Reference

17_081_CRTL

In a changing world, BNP Paribas acts as a responsible bank and provides solutions to all its clients: individuals, community associations, entrepreneurs, SMEs, corporate clients and institutional investors. BNP Paribas is a leading provider of banking and financial services in Europe. It is present in 75 countries with nearly 188,000 employees. The Group holds key positions in its 2 core activities: Retail Banking & Services and Corporate & Institutional Banking. To serve and process operations for the 13,000 Corporate and Institutional Clients based in 57 countries, BNP Paribas CIB relies on its IT & Operations (ITO) departments.
 
Built in 2012 from Capital Markets and Corporate Banking ITO teams, ITO Client Management regroups more than 1200 employees present in 38 countries. Client Management is a department focused on the Client and its main mandate is to provide him with high quality and services according to its needs and expectations, while being aligned with CIB Businesses’ strategies. Client Management department covers IT, Operations and Transformation. All these teams share a common motto: create added value for Clients while protecting the Bank.
 
Within the Client Management (CLM) department of CIB, the Client Service team’s objective, as part of the operations area of CLM is to provide our clients with a top of the range service and ensure a dedicated follow-up of their post transactions queries. The team works closely with the different CIB teams (Coverage, Business representatives, Payments team, IT, etc. ) and covers all métiers (Global Markets, Corporate Banking) and products (Cash Management, Corporate Deposit Line, Fixed Income, Equities, etc.).
 
 
RESPONSIBILITIES
 
The team is responsible for running two key elements of the Client Service Client Reporting: client valuations (setup and distribution) as well as all queries received regarding post trade issues for Global Market activities. The production team includes reporting such as valuations, event notifications, fact sheets, audit reports, valuation queries, post trade escalations, regulatory reports explanations, etc.
 
As a Team Leader of the Client Reporting team of Client Service, the major responsibilities are as follows:
 
Manage the day to day activity of the team:
  • Organize work and allocate tasks through team members
  • Ensure queries are answered in a timely manner
  • Ensure daily tasks are produced accurately and in a timely manner (i.e. Ensure the proper setup, distribution and follow up of Client's valuations, cross assets both FI and GECD)
  • Manage priorities: take in charge or allocate to relevant staff the most urgent / critical topics
  • Ensure daily whiteboards are in place and bringing transparency over the activity
  • Organize regular team meetings to encourage exchange of ideas and monitor projects and initiatives
  • Ensure team training on tasks, process, systems, products

 

  

Develop quality of service:

  • Regularly meet with stakeholders to understand client needs, client general context and products sold
  • Develop relationships with key clients regionally
  • Share and disseminate the common objective of global client satisfaction with business partners (MO, BO, etc.)

 

Develop automation and process streamlining

  • Initiate changes to improve productivity, quality or reduce operational risk
  • If necessary, present business cases to Client Services Management to sponsor a project
  • Assist project manager in the follow up of projects until implementation

 

Operational risk management

  • Ensure accurate team awareness to operational risk and provide general guidance
  • Implement controls on critical tasks and continuously check for proper implementation
  • Ensure controls to check proper implementation of procedures
  • Check proper maintenance of incident database and report any critical incident to the management

 

Ensure Team development

  • Develop cross training when possible to allow for BCP and career growth
  • Define individual objectives and run appraisals on a yearly basis with a mid-year review after 6 months
  • Encourage individual initiative
  • Maintain internal network:
    • With the Sales dedicated to the client to get an accurate and updated understanding of the client need
    • With Back and Middle Offices to ease problem solving through a partnership based relation

 

Define, implement and maintain activity metrics and reporting

  • Define accurate indicators to monitor the activity (volumes, quality, etc.)
  • Implement indicators through the most possible automated way
  • Build action plan to improve service based on indicator results

SKILLS
 
  • University degree, preferably in Economics, Finance or Management is mandatory
  • English fluency and any other language is considered a plus
  • Experience of 5 years in Finance or Banking related industry
  • Good level of Financial Mathematics
  • Strong knowledge of Derivatives and Structured products
  • Experience in team management and project management
  • Excellent communication skills, ability to express thoughts and opinions in a structured way
  • Client focus, interpersonal and ability to network
  • Team player
  • Analytical and problem solving
  • Attention to detail, accurate and organized
  • Flexible and open-minded, result driven, pro-active and ability to take initiative
  • Risk aware