In Frankfurt, we are looking for you to join us in a full-time or part-time permanent position starting January 2025 as
Team Manager (all genders) Client Service Management Team 3 and Client Service Management Contracts Team
BNP Paribas Corporate & Institutional Banking is a bridge between large multinationals and mid-sized companies with international business activities (Corporates) and institutional investors and financial service providers (Institutionals). The division is a leading provider of sustainable financing and investment solutions.
BNP Paribas: Who we are
How do you imagine working at a bank? Probably not like this: at BNP Paribas, everyone is on first-name terms and we wear the clothes we feel good in. We live diversity, team spirit and sustainability. At BNP Paribas, you will find a secure job, plenty of space for your ideas and a suitable professional solution for your individual life situation. Your potential is limitless - and so are your development opportunities. We don't give empty promises, we convince with action: we - that's around 183,000 employees in 63 countries. We are the leading bank in the European Union. We are the "World's Best Bank for Sustainable Finance 2023" (Euromoney). We are Top Employer 2024. We are: The Bank for a Changing World.
Tasks & Responsibilities: What awaits you
- Ensuring a sustainably excellent client perception of the service relationship with 2S
- Establishment of an effective service oversight function
- Efficient mobilization of all involved resources in the value and production chain (locally and globally), anticipation and management of client complaints, ensuring of regular service reviews and efficient processes for escalation management and client-communication
- Providing a constantly excellent service experience for allocated clients within the team in order to differentiate 2S from the competition
- Act as enabler for the team, give guidance, support and define clear objectives and individual development steps for each individual
- Engage the Operations teams in the pursuit of service quality delivery and improvement
- Ensure an aligned service delivery and communication approach to clients
- Facilitate the resolution of escalated issues across the organisation by establishing and overseeing a formal service escalation framework
- Identify, understand and communicate appropriate key management information / business metrics that will facilitate the client relationship
- Support constant improvements of CSM processes (e.g. implementation of a standard renewal process for SLA/Contracts, processes for efficient Service Review Meetings, Complaints Management
- Contribute to the development of the BNP Paribas Securities Services brand and market reputation
- Informs the Head of Client Services accurately about the escalations that need to be escalated higher (ExCo)
- Ensure the procedures for the CSM Team are up-to-date and implemented across the team
- Management of KPIs
Expertise & Soft Skills: What you offer
- Degree in economics or a similar discipline and/or industrial vocational training
- In-depth knowledge of the investment market and of relevant legal regulations
- Ideally certification in project management or in-depth knowledge of a project management methodology helpful
- Strong and extensive experience in an independent client servicing/Relationship managing role in an investment/depository institution
- Knowledge of institutional, corporate and bank clients, main profiles, needs, relevant products and services for clients
- Competent strategic thinker with the ability to create and implement solutions
- Proven track record of working within a client servicing environment
- Ability to make clear and timely decisions, which are based on judgement after weighing up all facts, risks, constraints and available options
- Ability to work proactively and autonomously
- Proficiency in MS Office (Word, Excel, PowerPoint)
- Fluent language skills in German and English
You don't meet every criterion? No problem, you are more than welcome to apply anyway. It is important for us that you can develop and grow in this position.
Diversity is a strength for us. We are convinced of the numerous advantages of diverse perspectives, experiences and competencies. Our aim is therefore to select candidates in an unbiasedly and open-mindedly: Your CV should contain information on your education and work experience - that's all we need. You can find out more about our D&I commitment here.
Benefits: What we offer you
- 30 days' holiday and additional special leave days
- Work in the office and from home
- A wide range of opportunities for your development, such as internal and external training, talent development programmes and (inter)national career prospects within the BNP Paribas Group
- Allowances for Job Ticket Deutschland, car & bicycle leasing
- Company pension scheme with BVV
- Employee Assistance Program: Professional support and great offers for your private and family life from benefitatwork and voiio
- Insurance cover via a group accident insurance and survivors' insurance
- A wide range of offers for your health, such as access to over 6,000 sports and health facilities with EGYM Wellpass
Your contact person is Janina Müller – we are on first-name terms.
If you have any questions, please call (+49) 6971938080 or send an email to recruiting.germany@bnpparibas.com
Do you want to shape a changing world?
Apply now, in only 5 minutes.
Please send us your application documents exclusively via our online portal. Unfortunately, we cannot consider applications by email or on paper for the protection of your data.
BNP Paribas: One Bank – Multiple Opportunities
From investment banking, vehicle leasing and real estate consulting to insurances, private banking and financing - the range of products and services BNP Paribas offer is very diversified. To ensure the highest level of expertise and the best service for our private, corporate and institutional clients in each individual business area, BNP Paribas in Germany is organized in twelve business lines: this makes the Bank a strong partner, even in times of crisis and rapid change. This is what almost 6,000 employees in Germany stand for. This is what six million private clients and around 5,000 corporate and institutional clients in Germany rely on.
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