Cash Management Implementation Officer

at  BNP Paribas

ROLE:

Mission:
Act as a point of contact for a select group of BNPP 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 clients Cash Management setup
Objectives:
To provide the best client satisfaction possible
Maintain the high-level standards of excellence expected of 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 client pain points:

• Ensure coordination of all stakeholders to solve any Cash Management related projects

Take in charge implementation projects:
Manage client implementation & post implementation projects (scoping, planning, technical specification, testing, go live)
Responsible for implementing and supporting clients across various electronic banking channels in alignment with the support teams
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 MS Teams 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
Continually evolve knowledge of the E-Banking tool in line with product enhancements and regulatory change
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
Raise 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:

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
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