Team Manager (all genders) Client Service Management Team 3 and Client Serv

at  BNP Paribas

BNP PARIBAS: WHO WE ARE

How do you imagine working at a bank? Probably not like this: at BNP Paribas, everyone is on first-name terms and we wear the clothes we feel good in. We live diversity, team spirit and sustainability. At BNP Paribas, you will find a secure job, plenty of space for your ideas and a suitable professional solution for your individual life situation. Your potential is limitless - and so are your development opportunities. We don’t give empty promises, we convince with action: we - that’s around 183,000 employees in 63 countries. We are the leading bank in the European Union. We are the “World’s Best Bank for Sustainable Finance 2023” (Euromoney). We are Top Employer 2024. We are: The Bank for a Changing World.

EXPERTISE & SOFT SKILLS: WHAT YOU OFFER

Degree in economics or a similar discipline and/or industrial vocational training
In-depth knowledge of the investment market and of relevant legal regulations
Ideally certification in project management or in-depth knowledge of a project management methodology helpful
Strong and extensive experience in an independent client servicing/Relationship managing role in an investment/depository institution
Knowledge of institutional, corporate and bank clients, main profiles, needs, relevant products and services for clients
Competent strategic thinker with the ability to create and implement solutions
Proven track record of working within a client servicing environment
Ability to make clear and timely decisions, which are based on judgement after weighing up all facts, risks, constraints and available options
Ability to work proactively and autonomously
Proficiency in MS Office (Word, Excel, PowerPoint)
Fluent language skills in German and English

Ensuring a sustainably excellent client perception of the service relationship with 2S
Establishment of an effective service oversight function
Efficient mobilization of all involved resources in the value and production chain (locally and globally), anticipation and management of client complaints, ensuring of regular service reviews and efficient processes for escalation management and client-communication
Providing a constantly excellent service experience for allocated clients within the team in order to differentiate 2S from the competition
Act as enabler for the team, give guidance, support and define clear objectives and individual development steps for each individual
Engage the Operations teams in the pursuit of service quality delivery and improvement
Ensure an aligned service delivery and communication approach to clients
Facilitate the resolution of escalated issues across the organisation by establishing and overseeing a formal service escalation framework
Identify, understand and communicate appropriate key management information / business metrics that will facilitate the client relationship
Support constant improvements of CSM processes (e.g. implementation of a standard renewal process for SLA/Contracts, processes for efficient Service Review Meetings, Complaints Management
Contribute to the development of the BNP Paribas Securities Services brand and market reputation
Informs the Head of Client Services accurately about the escalations that need to be escalated higher (ExCo)
Ensure the procedures for the CSM Team are up-to-date and implemented across the team
Management of KPIs