Posted:1 month ago|
Platform:
Work from Office
Full Time
Deliver a positive client experience and deepen client relationships through continuous client care, whilst being aligned to the banks objectives of ensuring efficiency and adhering to SOPs and controls.
Support the Head of Client Service ISPL in the management of the team by ensuring the team adheres to SOPs, controls and appropriate risk management guidelines.
Provide mentorship and guidance to Client Service Representatives, including hands-on training, supporting complex cases, career development, and individual performance management
Primary point of contact to respond to clients request for information, service activities and problem resolution across a wide spectrum of TB products covering Cash Management, Loans, Deposits, FX, Accounts and the associated e-Banking channels and platforms.
Is responsible for full and satisfactory resolution of all client requests. To achieve this, he/she will need to:
o Closely coordinate with internal stakeholders to obtain the relevant information in order to provide a comprehensive response to a clients service request in a timely, accurate and client friendly manner.
o Further, investigate and identify the underlying root cause where appropriate.
In addition, he/she may be required to perform additional tasks to support the business, such as:
o Proactively reach out to the client in support of non-commercial bank initiatives / events and handle communications that are sensitive or complex in nature.
o Provide support and undertake ad hoc projects as assigned.
Supports the Head of Client Service in the daily management of the team:
o Executes initiatives to enhance the teams efficiency and effectiveness
o Ensures a sound control environment with satisfactory audit results
o Manages and monitors the ability to deliver on target KPIs
o Manage and monitor individual team members KPIs and overall performance
o Promote and maintain team morale to reduce attrition and retain talent and experience
Minimum 7 years of client service experience, of which at least 3-5 years in a team leadership role
Experience in the Financial Services industry, preferably in Commercial / Corporate banking
Preferably knowledge of TB products (Cash Management, Trade, Loans, Deposits, FX, and e-Banking channels)
Comfortable with technology and MS office tools
Project and problem management
Must be fluent in written and spoken English
Good aptitude to learn
Enjoys the client interaction with excellent interpersonal skills
Resourceful and able to resolve problems
Meticulous and responsible
Client-focused
Constructive and supportive leadership
People management capability
Behavioural Skills: (Please select up to 4 skills)
Organizational skills
Ability to collaborate / Teamwork
Adaptability
Ability to deliver / Results driven
Transversal Skills: (Please select up to 5 skills)
Analytical Ability
Ability to anticipate business / strategic evolution
Ability to develop others & improve their skills
Ability to manage / facilitate a meeting, seminar, committee, training
Ability to develop and adapt a process
Education Level:
Bachelor Degree or equivalent
Experience Level
At least 7 years
BNP Paribas
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