Main Job Purpose:
The Senior Client Manager is responsible for ensuring overall satisfaction of their assigned client(s) across the full scope of services delivered by BNP Paribas both locally and globally.
The Senior Client Manager pilots the client experience to achieve a desired level of service across the entire organisation, with specific focus on local Client Service Delivery. By understanding the client business and service expectations, the role-holder then translates this into service delivery requirements for each team responsible for the respective activities. The Senior Client Manager ensures that all client touchpoints across BNP Paribas are optimised by making sure that each contact person understands the commercial and operational depth of the client relationship and what the client values in their Service from BNP Paribas. The Senior Client 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 Senior Client Manager also leads certain service review forums with the client, whilst also supporting the Global Service Manager with the Quarterly Service review meetings. The aim is for the Senior Client 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 Senior Client Manager should be seen as a “champion” of client focus and the optimal client experience leveraging the “Uplifting Service” principles.
Key Responsibilities:
Build client knowledge and trustful relationships
- Develop a strong contact network across the client organisation
- Understand the client strategy and requirements to enable BNP Paribas to deliver on the promises to meet client needs
- Manage the operational contact between the client and the operational areas by ensuring a full understanding of the client’s needs and expectations across the organisation and providing clarity for the required actions to serve the client
Oversee prompt resolution to clients’ complaints, and efficient response to requests
- Document, coordinate and oversee resolution of problems or issues by Client Delivery that may affect the quality of the service delivered and the overall client experience
- Facilitate the resolution of escalated operational issues by establishing and overseeing a formal service governance framework, that stretches across the organisation
Monitor the performance of the service delivery and client satisfaction
- Monitor the service delivery quality delivered (based on operational KPIs) according to the Service Level Agreements
- Initiate and regularly review Service Level Agreement (SLA) and Service Level Description (SLD) documents (and any other formal agreements referring to service requirements) based on the standard documents issued by Client Delivery
- Organise regular formal service performance reviews with clients according to strategic priorities and client needs, including preparation of the review (agreed agenda) and follow up on agreed action plans. This should be conducted according to global guidelines, including call memos, minutes and issues escalation measures
- Use issue logs, query database and client feedback to conduct reviews both internally and externally with the client
Manage client reviews, due diligence visits and questionnaires
- Manage client reviews, audits and due diligence questionnaires and visits for existing clients, coordinating the various services and product areas according to strategic priorities and client needs
Manage communication to clients
- Ensure clients receive appropriate market and service information by managing the distribution lists for updates and newsletters
- Ensure consistent messages are delivered to the client about business recovery incidents in accordance to issued guidelines
- Foster an aligned service delivery and communication approach to clients across services and product areas
Contribute to client related projects
- Identify and coordinate service modifications in response to changes in the client needs by raising change projects (within existing service scope) via the Client change request process
- Participate in on-boarding project governance managed by the Business Implementation team and act as sponsor if needed
- Respond to escalation by the client in the case of concerns with major projects, including on-boarding
Manage third party relationships
- Ensure proper coordination of relationships with third parties related to the client activity, including third party asset managers, auditors and external middle office service providers
Contribute to the client relationship
- Refer identified business development opportunities to the Relationship Manager/Sales
- Contribute to product/service development initiative
- Contribute to client strategy meetings with the Relationship Manager
- Contribute to the development of the BNP Paribas brand and market reputation
- Identify, understand and communicate appropriate key management information / business metrics (based on the global standards) that will facilitate the client relationship
Technical Skills – Essential Requirements:
- Excellent organisation skills with structured delivery and attention to detail
- Ability to understand and respond effectively to client needs
- Competent strategic thinker with the ability to create and implement solutions
- Ability to use initiative and judge when to escalate issues
- Excellent presentation skills
Qualifications and Industry Experience – Essential Requirements:
- Industry Knowledge particularly Fund Administration and Private Capital
Qualifications and Industry Experience – Desired Requirements:
- Proven track record of working with a client servicing or operational environment
- Professional qualification relating to the financial markets asset management or securities services
Personal Style – Essential Requirements:
- Excellent interpersonal and written / oral communication skills
- Ability to build long term relationships both internally and externally
- Persuasive negotiator
- Effective team player but able to work under own initiative
- Client and quality driven
Personal Style – Desired Requirements:
- Adaptability to changing environments
- Client orientation
- Extensive experience in a role with a strong client management focus
- Proven track record of working within a client servicing environment
Regulatory Requirements:
- Comply with all applicable legal, regulatory and group’s internal compliance requirements to include; KYC, AML/CFT, Sanctions & Embargoes and Anti-Bribery & Corruption
- CPD of 25 hours per annum must be completed
