The bank for a changing world

We are looking for

CRC Supervisor- French Speaker M/F

Contract

Standard / Permanent

Location

PT-13-Porto

Job function

CUSTOMER RELATIONSHIP MANAGEMENT

Reference

CS_CRC_EPG_18

BNP Paribas Cardif insures 100 million clients in the world. As the insurance subsidiary of BNP Paribas, it aims at being the global benchmark for insurance partnerships and the leading provider of personal insurance solutions.
 
Our people have extensive know-how and experience that creates tangible added value for marketing, actuarial analysis and data management. We have in-depth understanding of our partner distributors and their industries, allowing us to optimize their insurance offering and the experience they deliver for their customers. Detailed knowledge of our partners also lets us provide support for their sales organizations and management of their networks.
 
 
We are currently seeking a Native French Speaker Supervisor (M/F) for our Contact Center Department in Porto, Portugal.
 
Responsibilities:
 
  • Ensure the supervision of all operational activities in accordance with the department’s procedures
  • Demonstrate knowledge of all work phases respecting the department rules, assuring quality of work and a risk decrease
  • Respond to Direct Management (hierarchically to Local Operations Manager and functionally to the Functional Managers of the department of respective Location).
  • Be entirely part of production Team (minimum 50%).
  • Share Corporate Values
  • Promote communication within the team.
     
Main functions:
 
Team management:
  •  Manage team’s organization and performance.
  •  Identify and report training needs.
  • Pre validation of vacations, absences
  • Reallocate Resources whenever needed
  • Contribute to the appraisal process of team members in coordination with direct management.
  •  Manage work prioritization & planning.
  • Manage Team Meetings with direct management
Supervisory control of the operations:
  • Ensure the first level of Control
  • Ensure management report of activity and team related subjects.
  • Assist management in the key performance indicators (KPI) preparation.
  • Prepare and follow up the training plans
  • Participate and contribute to the optimization and projects of the activity
  • Participate in the writing or reviewing of the procedures
  •  Certify that the procedures are followed by the Team
  • Participate to the conf calls related with the activity
  • Ensure the managing of the Generic Email Boxes
  • Backup on production tasks whenever needed
Sense of Rigor and Detail:
  • Be attentive to detail
  • Follow and ensure that procedures are respected and implemented
 
Risk and Cost Awareness:
  • Identify risks and promote risk-mitigation processes
  • Ensure management reporting and knowledge of any potential risk situation
Team Work:
  • Work effectively with team members to set objectives and accomplish goals
  •  Assure and be an active part of team motivation
  • Respect the needs of others and displays integrity in dealing with team members
Orientation & Training:
  • Ability to elaborate a training plan
  • Ability to provide appropriate orientation for the employees
  • Ensure the training plan and the performance follow up
  • Identify and value individual potential
Ability to report and provide information:
  •  Know how to keep management informed
  •  Know how to keep the team informed

Qualifications:
 
This position is open to all degree or higher education in any of the following subjects:
  • Business administration/business management;
  • Computing and information technology;
  • Finance; Insurance; Law
  • Knowledge of relevant area of the activity
Entry without a degree or foundation degree is possible for those who have relevant skills and work experience.
 
Skills & Basic Features:
  • Good knowledge of Share Service Center Industry
  • Good knowledge of IT tools & Applications used by the team in line with job requirements
  • Good understanding of his/her line activity and specific team roles and responsibilities
  • Strive continuously for customer satisfaction
  • Aim to deliver very high quality results
  • Good written and oral communication skills in French
  • Good listening and questioning ability
  • Ability to plan work ahead and to prioritize workload
  • Be able to adapt to changes and evolution
  • Exemplary behavior

You must be available to travel

Contract type: Open-ended

Start date: 10/09/2018 with 3 weeks training in Paris.

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