BNP Paribas is a leading European bank in terms of Cash management activity.
Cash Management Servicing represents a key business of CIB involving different poles of BNPP and relying on several teams all along the value chain. This is an activity acting for corporate clients in respect to their cash management services and products.
CIB Cash management’s objective is to be first in terms of quality of service, keeping the client at the heart of our activity and ensuring customers’ satisfaction.
EMEA CIB Cash Management Servicing organization started its transformation journey and a new model has been defined to support business ambition.
To accompany and monitor this transformation in a stimulating environment, we are looking for Leaders to join this pan-European challenge, managing Servicing teams, accompanying the new organisation implementation, based on new skills, new processes and on a new IT set-up.
You will work closely with the business and Sales (Cash Management, Relationship Manager, Business Manager, Local Product offer manager, etc. ), products teams (Cash Management payments and collection, Liquidity management, e-banking, etc ), and with EMEA Teams Hub.
Mission:
Acting for daily servicing activities as the single point of contact answering the Cash Management support and product requests of BNPP Corporate clients
Objectives:
To produce the best client satisfaction possible
To maintain the standards of excellence of the BNPP Cash Management Servicing
Responsibilities:
To ensure a customer-experience driven daily servicing:
Offer a positive experience to the client
Understand client requirements to simplify requests
Answer any question related to business as usual Cash Management support requests
Promote “Selfcare” to the clients
To manage Cash Management incidents:
Identify incidents and send alerts to the clients
Measure the impacts of the incident and communicate them to the client
Communicate with the client until the incident resolution
Elaborate adapted reporting on recurrent incidents
Understand requirements to simplify requests
Create a post-incident plan and act on it
To continuously improve daily servicing quality:
Investigate on clients Cash Management activity to identify potential servicing improvements
Identify internal process optimization levers and communicate them to relevant stakeholders (BO, Compliance...)
Take part to improvement of client satisfaction and client satisfaction metrics (NPS)
Work in close relationship with the Account Manager (if any) in order to ensure the best client satisfaction
Knowledge:
Understanding of BNPP Group Organization
Usage of all Cash Management related business application
Proficient in the use Microsoft Office
Functional expertise:
Cash Management services and product details
Cash Management transactions (reporting, payment means)
Cash Management risks and procedures
Technical skills:
Ability to communicate in English (mandatory) and possibly in French (appreciated)
Ability to communicate in the country’s language (Spanish, Dutch, German... )
Excellent communication skills both verbal and written
Proficient in the use Microsoft Office
Excellent analytical and problem-solving skills for Cash Management related topics
BENEFITS
Training programs, career plans and internal mobility opportunities, national and international thanks to our presence in different countries
Diversity and Inclusion Committee that ensures an inclusive work environment. In recent years, several employee communities have been created to organize diversity and inclusion awareness actions (PRIDE, We Generations and MixCity)
Corporate volunteering program (1 Million Hours 2 Help) in which employees can dedicate time out of their working hours to volunteer activities
Flexible compensation plan
Hybrid telecommuting model (50%)
31 vacation days
Diversity and inclusion commitment
BNP Paribas Group in Spain is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.