Account Manager

at  BNP Paribas

Job Title: Account Manager
Business Unit: Corporate & Institutional Banking
Contract Type: Permanent Contract
Location: Sandyford, Dublin
About BNP Paribas
At BNP Paribas, we center our values on what drives the company forward. Our driving forces are Agility, Client Satisfaction, Compliance Culture and Openness.
Agility: we want to behave more simply to embrace useful innovation and digital transformation.
Client Satisfaction: we believe that our success lies in being the customers’ and clients’ preferred choice.
Compliance Culture: we believe in promoting clear rules to foster a strong culture of compliance and ethics
Openness: we promote open-minded attitudes towards our stakeholders. We aim for everyone in Group to feel included, to have their say and be empowered
Our strengths are based off four key areas of Stability, Expertise, Responsibility and Good Place to Work
Stability: we build upon our solid, long-term oriented management, our diversified and integrated business model and our international footprint.
Expertise: we build upon our recognized and expanding knowledge of our teams.
Responsibility: we build upon our culture of responsibility and integrity to ever better serve the interest of our customers
Good Place to Work: we foster a stimulating workplace where people are treated fairly and with respect

ROLE:

Mission:
Acting as the single point of contact for BNPP Complex Centralized clients
Deliver and ensure high quality of service, support and client satisfaction.
Play a key role in understanding the client’s business and become an advisor to evolve the client Cash Management setup
Objectives:
To provide the best client satisfaction possible
To maintain the high-level standards of excellence of the BNPP Cash Management Servicing

KEY RESPONSIBILITIES:

To ensure a customer-experience driven daily servicing:
Offer a positive experience to the client
Understand client requirements to simplify requests in coordination with all business partners and internal teams
Manage the “Selfcare” promotion to the client, as part of the bank’s digitalization project
To coordinate with CMCC Business Incident Communication team or local Incident Manager if there is any and Cash Customer Analyst for communicating with the client on Cash Management incidents:
Identifying and alerting the clients, measuring the importance of the impacts
Informing and communicating regularly until the end of the issue
Creating a post-incident plan in liaison with local Incident Manager if there is any and acting according to it
To guarantee client’s satisfaction and client’s satisfaction improvement:
Be an active member of the Account Manager community to share and learn best practices
Continuously build a network to facilitate tasks that involve multiple countries/ stakeholders
Be the external single point of contact (for the client)
Be the internal single point of contact (for any BNP Cash Management stakeholder acting on the client)
Measure the client satisfaction with all servicing departments
Organize and lead client meetings on Cash Management related topics
Manage the client pain points:
Ensure coordination of all stakeholders to solve any Cash Management related projects
Take in charge post-implementation projects:
Manage client post implementation projects (scoping, planning, technical specification, testing, go live)
Responsible for implementing and supporting clients across all electronic banking channels in alignment with the support teams
Completion of all legal documents
Ensure billing has been adequately set up
Manage all testing requirements as part of the implementation process and co-ordinate internal resources
Provide end-to-end support of electronic channel solutions in close collaboration with the local & transversal team:
Host high-quality training sessions (via WebEx or face-to-face) to clients on the usage of the bank’s proprietary online banking platform to ensure autonomy of users and reduce the number of day-to-day queries thereafter
Provide expert and informed guidance to clients on testing of payment files from a formatting, payment scheme and regulatory perspective, troubleshooting and resolving any failures
Co-ordinate and work alongside the Local & Transversal team on matters related to e-banking and other products & processes covered by the Local & Transversal team
Active interaction with Cash Management Competence Centre to ensure that product knowledge is kept up to date at all times
Support Cash Management Sales:
Participate in meetings with prospective clients alongside Front Office teams and Head of Cash Management to present the bank’s proprietary online banking platform and act as point of reference/expertise on all matters relating to the bank’s e-channels product suite
Actively participate in RFIs/RFPs
Raised product development or improvement suggestions, as well as sharing feedback from clients on the bank’s CM product offering
Create and continuously update a client product and services map of current services, technical setup and key internal and external stakeholders

QUALIFICATIONS & EXPERIENCE REQUIRED FOR THIS ROLE:

Knowledge and functional / technical expertise:
Understanding of BNPP Group Organization
Usage of all Cash Management related business applications
Completion of BAU Cash Management products
Excellent technical knowledge of payment/reporting file formats, e.g. ISO20022 (pain and camt), SWIFT (MT101, MT940/942), Local Channel
Understanding of different types of domestic and cross-border cash management and liquidity management products
Good understanding of domestic and cross-border payments types, e.g. ACH vs RTGS, settlement processes and methods
Cash Management risks and procedures
Project management methodology (problem clarification, meeting organization, presentation, reporting)
Proficient in the use Microsoft Office
Soft skills/mindset:
Excellent analytical and problem-solving skills
Excellent communication skills both verbal and written
Ability to communicate in English (fluently) and any other language is a plus
Ability to communicate in the local language
Be customer experience driven
Excellent organizational skills and time management skills
Ability to take initiative
Ability to work as a team and share information with colleagues
Be proactive and continuously improve your knowledge of Cash Management products and services