About the job

Your Main Activities Are

• Being in charge of Projects/Events management requests, as well as to ensure a proper communication process among stakeholders. Active participation and follow up on transformation projects like Digitalization and Harmonization for process enhancement and Clients mission management. Follow-up and ensure of correct process management upon impacts due to ALC or other scopes activity/operational projects
• Explain to clients how their accounts are operating, ensuring that the services delivered are aligned with the Service Level Agreements (SLA), and participate in Client follow-up meetings (transversal or dedicated to specific topics). Additionally, have strong understanding of the clients’ needs throughout operations and across the business according to BNP quality requirements
• Ensure clients' queries are timely and adequately addressed; assess the capacity of the team to support manual processes; plan the daily work of the team and define goals; support the team on the tasks, solve escalating issues and report incidences; and prepare user guides for the activity
• Coordinate the recruitment process with Team Manager and HR, from need identification and interview to validation of profile; define and monitor team training plan; ensure new team members welcome and integration in the teams, monitoring training and evolution, sharing feedback with direct manager and/or HR, when appropriate; manage people accordingly to their skills and with purpose of continuous improvement, sponsoring initiatives and learning increase; foster people growth within the team or in the company, preparing team and activity for mobility; define objectives for the year and perform regular objective review with each staff member to align performance with objectives; and share team performance assessment with the management to facilitate the compensation review process
• Act as first point of escalation on clients' queries (in case a Supervisor does not exist); deal with client issues escalated by the team and share them with management when appropriate; participate in client visits and conference calls; stimulate Uplifting Service and ensure that SLAs are respected; collect all information relating to changes in procedure or market changes relevant to client and coordinate with management the way to proceed; and ensure collaboration between parent location and IOC
• Monitor activity progress against the goals and take appropriate corrective action as and when it is required; disseminate and control the application of new procedures; ensure the first level of control on team activity and share results with management; KPIs creation and completion related to operational activity and staff

Profile and Skills to Success

• Bachelor’s Degree in Economics, Finance or Accounting
• Up to 2 years of experience of Client Management or Banking and Financial Operations
• Fluency in English
• Proficiency in Microsoft Office Tools, namely Excel
• Ability to understand, explain and support change
• Ability to anticipate business
• Ability to inspire others and generate people’s commitment
• Ability to develop others and improve their skills
   
  

#LI-Hybrid

Why joining BNP Paribas? 

· Leading banking institution

BNP Paribas is the European Union’s leading bank, and key player in international banking. It operates in 63 countries and has nearly 183.000 employees, including more than 146.000 in Europe.

· Our presence in Portugal

In Portugal since 1985, BNP Paribas today has more than 8.700 employees, distributed across the Group's 10 business entities established in the country. Its presence also extends to 11 excellence centres providing value-added services to various countries where the BNP Paribas Group also operates.

· International reach

Thanks to its international presence and regular and close collaboration among its different entities, BNP Paribas has the resources to support all clients with financing, investment, savings and protection solutions that help make their projects a success. BNP Paribas holds key positions in its three core operating divisions: 

• Retail Banking, a division that brings together all the Group’s retail activities and specialised business lines; 
• Investment & Protection Services that include specialised businesses offering a wide range of savings, investment and protection services; 
• Corporate & Institutional Banking division that offers tailored financial solutions for corporate and institutional clients.

· Diversity and Inclusion commitment

BNP Paribas 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.

· Commitment towards work/life balance

At BNP Paribas we care about our employees’ wellbeing and promote a culture of good integration between work and rest. We believe our employees have rich personal lives outside of work, being fundamental to be disconnected from work to recharge both physically and mentally. Only through this balance we may all be at our best while working.

· Remote Working Conditions

At BNP Paribas, we embrace a Smart Working framework based on trust, autonomy and collaboration. Within this framework, eligible employees can benefit from flexible remote working modalities adapted to our hybrid working environment. To guarantee a comfortable and efficient working set-up, eligible employees are provided with both the office and home equipment, are entitled to an equipment allowance and can benefit from exclusive partnerships to purchase additional equipment at reduced prices. 

To find out more on why you should join BNP Paribas visit https://bnpp.lk/why-BNP-Paribas-Portugal

* Please note that only applications submitted in English will be considered. 

* In case you are selected for this role, further documentation will be requested to support your hiring process.