Company purpose:

Our company purpose is to contribute to a responsible and sustainable economy by financing and advising clients according to the highest ethical standards.

Our employer promise is built around three pillars:

• Being a great place to work

• Committed to sustainability and having a positive impact

• Being dedicated to the development of our people

Business area

Within Corporate and Institutional Banking (CIB) IT and Operations (ITO) Department, CEFS support CIB business ambitions, enhances client experience and protects the bank. It is one of CIB ITO’s platforms, alongside the ITO Global Markets Platform and ITO Global Banking Platform.

CEFS strives to be a trusted partner, protecting the bank and our clients through a client centric approach and leveraging innovation to deliver operational excellence.

OCRM sits within Global Markets Client Servicing and Enablement Department, which forms part of CEFS. OCRM, in partnership with the ITO Markets Platform Leadership team, drives the global operations service excellence client strategy for Global Markets (GM) strategic clients. In addition, OCRM performs relationship management services to GM Strategic clients for their pre & post-trade activities

Job purpose 

OCRM leverages client intelligence to guide Operations (Ops), IT, Financial Institutions Coverage (FIC) and GM Front Office across pre & post trade activities to provide industry leading service excellence to GM Strategic Clients through strategic partnership, frictionless service and best-in-class performance. OCRMs leverage BNP Paribas front to back expertise, a client-centric operations workforce and industry experience; to ensure client-driven outcomes that are aligned to client expectations.

Key responsibilities

• Owns the pre and post-trade relationship for GM Strategic Clients at a client operations decision-maker level, for clients in their portfolio
• Acts as a central senior point of contact for GM strategic client operations on their most important topics, requirements and escalations; coordinates queries through to resolution and leverages BNP Paribas management to obtain the appropriate outcomes for clients
• Provides a differentiated OCRM engagement model per GM client tier
• Accurately and timely capturing and reporting of client escalations, key interactions, meeting minutes and vendor adoptions across client portfolio, for Global OCRM reporting
• Leverages internal metrics to measure operational performance, proactively reaching out to clients and BNP Paribas operational teams to address gaps
• Advises Ops and IT Management, Ops Sponsors, GM and FIC on the ‘voice of client’, leveraging knowledge on client operational organisation, strategy, expectations and ranking to ensure service excellence. In addition, regularly connects with internal stakeholders on client related operations matters, feedback and priorities
• Owns the Global OCRM relationship with an ITO Markets Platform department, in order to align and improve operational services to the GM Strategic Clients, for the given service
• Contributes to OCRM and other internal programmes and/or initiatives to improve operational service excellence to the GM strategic client base
• Assists in the promotion of the BNP Paribas OCRM brand and contributes to thought-leader topics with the GM strategic client base and industry e.g. via client events, industry forums, vendor events and client value-added services, etc
• Aware of the latest industry news and trends, e.g. on market utilities, AI, regulation, industry best practices etc; represents BNP Paribas at external forums and feeds intelligence back to BNP Paribas Management

Requirements

• Professional qualification with career experience in global markets, ideally within a sell-side or buy-side firm
• Track-record of delivery within a client-facing role, e.g. OCRM, RM, Sales, Client Services, Operations etc. This includes organising and executing formal client meetings, owning client relationships, and successfully managing queries through to resolution
• Excellent professional knowledge of end-to-end operational processes (pre- and post-trade) for Financial Services, in particular Global Markets
• Demonstrable ownership of client and/or internal action items, through to resolution
• Strong experience and knowledge of FIC client segment, ideally with established client relationships
• Awareness of latest industry trends, e.g. market utilities, AI, regulation, operations best practices, financial products and processing
• Exceptional communication and presentation skills, with the ability to communicate effectively and succinctly, and tailor messages appropriately according to stakeholders
• Operates with gravitas and can influence senior stakeholders within the organisation, clients and industry
• Track-record of successful contribution into programmes/initiatives to deliver client-orientated outcomes and improve client experience
• Experience of managing several topics at the same time and prioritising accordingly, with strong attention to detail, time management and planning.
• Client focused mind set with excellent communication and relationship management skills
• Positive and collaborative mind-set with a ‘can-do’ attitude. The individual must be able to work cooperatively as part of a global team, but also work on managing and delivering workload independently
• Advanced Microsoft PowerPoint skills
• Additional European language skills are welcomed

A bit more about why you should join us

1. We’re a great place to work

We aim for optimal work/life balance (depending on role, this includes hybrid working, flexible working and agile)

We are proud of our award-winning flexible benefits and health & wellbeing strategy. Our flexible benefits include:

• Generous holiday allowance of at least 26 days (plus bank holidays) – with option to buy and sell holidays.

• Valuable financial plans – a 12% non-contributory pension which has been moved to sustainable investments*, life assurance*, income protection and personal accident insurance.

• Extensive wellbeing and mental health offering – one of the most advanced private medical schemes in the UK, dental cover, wellbeing app, Cognitive Behavioural Therapy support, subsidised gym memberships, bespoke health assessments including genetic testing, Private GP (including digital GP services to parents of employees), Employee Assistance Programme, menopause & fertility support (we are an accredited Menopause Friendly Employer), neurodiversity assessment and support.

• Key onsite services and facilities in London – include physiotherapy, nutrition, massage therapy, physiology, mental health first aiders, seasonal flu vaccinations and free onsite fitness centre.

• Plus, emergency back-up care for dependants, green car leasing, season ticket loan, and a range of other benefits.

* Subject to relevant caps

2. As the eurozone’s largest bank, we are committed to having a positive impact in the world.

For example, we are committed to Net Zero in all of our financing and investment portfolios by 2050. By 2030, 80% of our energy production financing will be low carbon.

But impact for us means more than climate. It means empowering our people every day. Everyone gets four volunteering days each year - in 2023, we achieved over 18,000 hours of volunteering across the UK and reaching over 4,500 young people.

3. We believe in our people

We support our people to develop skills to adapt to the ever-evolving world of work and to prepare for the jobs of today and tomorrow. We do this through a comprehensive training offering, talent programmes, mentoring, career days and inhouse career tools.

We are proud of the number of our people who progress and secure new roles internally. In fact, in 2023, nearly half of our positions in UK CIB were filled internally. 

Investing in our people also means we have a collaborative and inclusive culture:

• Direct feedback from our people shows that our internal culture sets us apart from our industry peers.

• Each year, nearly 30,000 employees globally are involved in professional networks that play an active role in promoting Diversity and Inclusion within the Group. These include our:

Pride Network, Ability Network (which supports disabled employees), MixCity (gender equality network), Women in Global Markets, Women in Global Banking, Women in IT, Diversity Equity & Inclusion in Technology, Early Careers Network, Multicultural Network and Parents & Carers Network.

Equal opportunities 

BNP Paribas is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other legally protected status.

Adjustments

We don’t want anyone to be disadvantaged in our recruitment processes, so if you have a disability or health condition which may mean that you’d benefit from some adjustments or additional support, please let us know as early in the process as possible.

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