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 possibleTo maintain the standards of excellence of the BNPP Cash Management ServicingResponsibilities:To ensure a customer-experience driven daily servicing:Offer a positive experience to the clientUnderstand client requirements to simplify requestsAnswer any question related to business as usual Cash Management support requestsPromote "Selfcare" to the clientsTo manage Cash Management incidents:Identify incidents and send alerts to the clientsMeasure the impacts of the incident and communicate them to the clientCommunicate with the client until the incident resolutionElaborate adapted reporting on recurrent incidentsUnderstand requirements to simplify requestsCreate a post-incident plan and act on itTo continuously improve daily servicing quality:Investigate on clients Cash Management activity to identify potential servicing improvementsIdentify 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 satisfactionKnowledge:Understanding of BNPP Group OrganizationProficient in the use of Microsoft OfficeFunctional expertise:Cash Management services and product detailsCash Management transactions (reporting, payment means)Cash Management risks and proceduresTechnical skills:Ability to communicate in English (mandatory) and possibly in Portuguese (appreciated)Ability to communicate in the country's languageExcellent communication skills both verbal and writtenProficient in the use of Microsoft OfficeExcellent analytical and problem-solving skills for Cash Management related topicsBehavioural skills:Communication skills oral & written (key)Client focused (key)Ability to collaborate/teamworkAttention to detail/rigorAdaptabilityResilienceProblem solving/Creativity & InnovationOrganizational skillsTransversal skills:Analytical Ability (key)Ability to develop and leverage networks (key)Ability to develop and adapt a processImprove their skillsAbility to work with Agile PracticesBusiness skills:Operations and processes:Transaction Processing and data capture: Ability to follow processed on transactions and ensure rigorous and reliable data captureMiddle Office Operations: Knowledge of administration activities, processed and procedures which support Treasury administrationControl: Ability to verify operations, ensure that the procedures are being followed, follow up on results reached with regards to objectives set & identify the causes of anomalies or gaps. Knowledge of the internal control frameworkDaily Banking: Knowledge of the corporate banking market, clients, activities, channels, products & servicesPRIMARY LOCATION: ES-Community of MadridJOB TYPE: Standard / PermanentJOB: CUSTOMER RELATIONSHIP MANAGEMENTEXPERIENCE LEVEL: At least 3 yearsSCHEDULE: Full-timeREFERENCE: BNP-000855APPLY: (REF: BNP-000855)
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