REQUIREMENTS

Professional qualification with career experience in global markets, ideally within a sell-side or buy-side firm
Track-record of delivery within a client-facing role, e.g. OCRM, RM, Sales, Client Services, Operations etc. This includes organising and executing formal client meetings, owning client relationships, and successfully managing queries through to resolution
Excellent professional knowledge of end-to-end operational processes (pre- and post-trade) for Financial Services, in particular Global Markets
Demonstrable ownership of client and/or internal action items, through to resolution
Strong experience and knowledge of FIC client segment, ideally with established client relationships
Awareness of latest industry trends, e.g. market utilities, AI, regulation, operations best practices, financial products and processing
Exceptional communication and presentation skills, with the ability to communicate effectively and succinctly, and tailor messages appropriately according to stakeholders
Operates with gravitas and can influence senior stakeholders within the organisation, clients and industry
Track-record of successful contribution into programmes/initiatives to deliver client-orientated outcomes and improve client experience
Experience of managing several topics at the same time and prioritising accordingly, with strong attention to detail, time management and planning.
Client focused mind set with excellent communication and relationship management skills
Positive and collaborative mind-set with a ‘can-do’ attitude. The individual must be able to work cooperatively as part of a global team, but also work on managing and delivering workload independently
Advanced Microsoft PowerPoint skills
Additional European language skills are welcomed

JOB PURPOSE

OCRM leverages client intelligence to guide Operations (Ops), IT, Financial Institutions Coverage (FIC) and GM Front Office across pre & post trade activities to provide industry leading service excellence to GM Strategic Clients through strategic partnership, frictionless service and best-in-class performance. OCRMs leverage BNP Paribas front to back expertise, a client-centric operations workforce and industry experience; to ensure client-driven outcomes that are aligned to client expectations.

KEY RESPONSIBILITIES

Owns the pre and post-trade relationship for GM Strategic Clients at a client operations decision-maker level, for clients in their portfolio
Acts as a central senior point of contact for GM strategic client operations on their most important topics, requirements and escalations; coordinates queries through to resolution and leverages BNP Paribas management to obtain the appropriate outcomes for clients
Provides a differentiated OCRM engagement model per GM client tier
Accurately and timely capturing and reporting of client escalations, key interactions, meeting minutes and vendor adoptions across client portfolio, for Global OCRM reporting
Leverages internal metrics to measure operational performance, proactively reaching out to clients and BNP Paribas operational teams to address gaps
Advises Ops and IT Management, Ops Sponsors, GM and FIC on the ‘voice of client’, leveraging knowledge on client operational organisation, strategy, expectations and ranking to ensure service excellence. In addition, regularly connects with internal stakeholders on client related operations matters, feedback and priorities
Owns the Global OCRM relationship with an ITO Markets Platform department, in order to align and improve operational services to the GM Strategic Clients, for the given service
Contributes to OCRM and other internal programmes and/or initiatives to improve operational service excellence to the GM strategic client base
Assists in the promotion of the BNP Paribas OCRM brand and contributes to thought-leader topics with the GM strategic client base and industry e.g. via client events, industry forums, vendor events and client value-added services, etc
Aware of the latest industry news and trends, e.g. on market utilities, AI, regulation, industry best practices etc; represents BNP Paribas at external forums and feeds intelligence back to BNP Paribas Management