Job Description

As the leading European Union bank, and one of the world\'s largest financial institutions with an uninterrupted presence in the region since 1860, BNP Paribas offers a wide range of financial services for corporate, institutional and private investors spanning corporate and institutional banking, wealth management, asset management and insurance.

We passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued and encourage applicants of all backgrounds, including diversity of origin, age, gender, sexual orientation, gender identity, religion applicants who may be living with a disability. We have a number of internal employee networks in place to empower our staff to act and challenge the status quo.

• BNP Paribas PRIDE is highly active in favour of the LGBTQIA+ community
• BNP Paribas MixCity which fosters better representation of women at all levels of the organization
• Ability, the mutual aid network for employees with a disability or a disabling or chronic illness
• BNP Paribas CulturAll which celebrates diverse backgrounds

BNP is committed to financing a carbon-neutral economy by 2050. The Group is a founding member of the Net-Zero Banking Alliance and has set up its own Low Carbon Transition Group to support its clients through their energy transitions.

https://careers.apac.bnpparibas/

More information
BNP Paribas - Diversity & Inclusion Journey
BNP Paribas - The Bank Of Green Changes

Award Obtained
BNPP has won Top employer Europe award in a 10th consecutive year

Position Purpose
The Head of Client Services is responsible to lead his/ her teams across APAC in

• Managing client inquiries via phone, email, online, or in person
• Directing client complaints or complex queries to relevant departments in a timely manner
• Providing clients with technical assistance on products and services
• Expediting serious issues to management toward prompt resolution

to the highest level of customer satisfaction.

The position is also accountable for developing and implementing service strategies in anticipation of evolving and changing needs of our customers, notably in the context of digitalization.

The Head of Client Services plays a crucial role to protect and grow our franchise via continuous client care, advocating client needs and requirements and deepening client relationship.

Responsibilities

Direct Responsibilities

• Lead a team of client service managers and their team members to provide satisfactory resolution to client queries and exceptional supports to all customers.
• Responsible for full and satisfactory resolution of the client requests and to achieve this, he/she may need to develop and implement strategies aimed at improving customer satisfaction and retention.
• Proactively oversee and manage handling of sensitive client queries, complaints, and incidents and ensure issues are resolved promptly with timely service recovery.
• Drive and support commercialization of new solutions and processes during the client-transacting phase.
• Define client service related SOP\'s, procedures, service standards, resolution time with an objective to enhance the client experience.
• Drive and identify client advocacy initiatives via collaboration with internal stakeholders and service efficiency initiatives basis the service request data analytics.
• Continually review and manage performance metrics for client services on a monthly basis to identify deviations and the gaps leading to reduction in client satisfaction levels.
• Monitor service review survey with client, review client feedback and take applicable improvement
• Monitor revenue attrition risk/volume reduction for identified clients and highlight deviations with TB heads, sales and coverage for timely actions
• Maintain knowledge of industry trends and best practices to enhance the customer service initiatives

Contributing Responsibilities

11.Contribute to existing product and process improvements identified by internal stakeholders like operations, client onboarding teams and product partners.

Governance and control performance

To strengthen the client service governance by:

12.Keeping watch on any production incident and the impacts on customers; Ensuring the prompt diagnosis and implementation of service recovery.
13.Ensuring audit related recommendations are resolved within the specific timelines
14.Ensuring the team members comply with regulatory requirements and internal guidelines
15.Responsible for reporting all incidents according to the Incident Management System
16.Handle and manage client complaints as per the APAC complaint policy guidelines
17.Contribute to periodic controls definition and projects initiated by the internal stakeholders.
18.Perform defined control plan and testing associated with the controls on ORUS platform

Qualification and Skills

• Minimum Basic degree, preferably in Banking and Finance

Technical & Behavioral Competencies

• Knowledge of Cash management products (payments, collections and channels), current accounts, deposits and ebanking platforms.
• Experience in client facing roles
• Excellent client management skills
• Strong team player with ability to work in teams.
• Analytical skills with ability to adapt to defined KPIs and processes
• Comfortable with MS office tools with adequate project management skills
• Enjoys client interaction with excellent interpersonal skills

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