TheClient Services Managementteam is part of the global Client Development team responsible for all client management related activities (i.e. sales, client relationship management and client satisfaction) for the Securities Services business. Within this team, the Client Services Managers oversee the service delivery with an overall responsibility to ensure an optimised client experience.
TheClient Service Manageris responsible for ensuring overall satisfaction of their assigned client(s) across the full scope of services delivered by BNP Paribas Securities Services locally or globally.
The Client Service Manager pilots the client experience to achieve a desired level of service across the entire organisation. By understanding the client business and service expectations, the Client Service Manager translates this into service delivery requirements for each team responsible for the service delivery. The Client Service Manager ensures that all client touch-points across BNP Paribas Securities Services are optimised by ensuring each contact person understands the big picture of the client, what the client values and how each persons role in impacts the client experience. The Client Service Manager should guide everyone to look at services from the clients point of view and empower everyone involved directly or indirectly with the client to take the actions required to ensure the best possible client experience.
The Client Service Manager also leads service reviews with the client. The aim is for the Client Service Manager to assess the on-going satisfaction of the client with the service delivered, to identify and to oversee actions to ensure continuous improvement of the client satisfaction.
The Client Services Manager is also has some responsible for the commercial activities for the client in terms of business development and revenue protection. This includes preparing response to RFPs, Business Acceptance Committees (BAC), pricing, contracts and credit line requests, in addition to KYC recertification, credit line monitoring, legal updates and billing.
The Client Service Manager should be seen as a champion of client focus and the optimal client experience leveraging the Uplifting Service principles.
Qualifications and Experience
Financial industry experience or professional qualifications relating to the financial markets, asset management or securities services, ideally within a client servicing or operational environment
Extensive experience in a role with a strong client management focus
Proven track record of working within a client servicing environment
Proven track record of working within an financial services operations environment
Proven behaviours for effective teamwork and influencing others to work collectively towards a common goal
Ability to communicate at all levels in an organisation
Effective written and oral communication in [local language] and English
Ability to foster and maintain strong interpersonal internal and external relationships
Competent strategic thinker with the ability to identify and implement solutions
Adaptability to changing environments and ability to work under pressure
Demonstrate leadership, assertiveness, and define clear deliverables
Demonstration of innovative/creative thinking, problem-solving and taking initiative to identify and implement solutions
Proven track record of results and quality orientation
Demonstrated behaviours of being organised, structured and able to recognise essential elements
Detailed knowledge of Securities Services products
