About the job

The Digital Support/Global Administration Officer mission is to provide first level support, administration coordination and incident management for all the activities in the EMEA region, according to the procedures in place and the services policies to ensure that follow-the-sun model is applied and fully granted to our clients, for the Neolink Client Support team.

Your Main Activities are

• Act as responsible but not restricted of L1 (addressing all the inbound requests received through different channels) and L2 (managing incidents that are out of scope of, as well as coordinate with L3, if required, or other different dependencies for a proper and timing resolution of the raised issues).
• Support onboarding process in Neolink, verifying that all the requirements are in place for client setup.
• Assist client on administration definitions as: profiles, roles, rights, accesses, etc. aligned with the information and details provided by different implementation teams, Client Services Managers, Relationship Managers regarding accounts' structure and contracted products and services.
• Basic Neolink Client training: training (pre and post-sale) on site or via ‘web demo’ for internal and external users/Clients in NeoLink; participate in Cross Training and ensure the Knowledge transfer between the team and processes is happening on periodic basis; and training and information about new features and releases.
• Requests management: assist clients on their queries, issues or problems in the system and being their first support level on the region; management of administration request according to local and global procedures in order to mitigate risks and comply with internal policies and controls; escalate and liaise with Manager, L2 or other dependencies for unresolved open issues / high risk items. In case of new enhancements, escalate requirements to Paris Neolink Support Team so all the requests are centralized and requested to the central team with feedback from the business.
• Incident & Support Management: act as first level of investigation (issues linked to NeoLink features); management of incidents raised by the clients (i.e. unavailability, slowness, reports delay, etc.) and coordinate with internal teams for crisis management situations according to internal procedures; management of communication to client services, clients and location linked to on-going incidents; declare identified incident to Neolink L2 support and/or IT support (L3). Resolution follow-up of incident and functional impact analysis.
• Proactively collaborate in the identification of improvement opportunities and development of projects that allow the enhancements of the process for the benefit of our stakeholders and clients.

Profile and Skills to success

Behavioral Skills

• Ability to collaborate/Teamwork: Expert
• Client focused: Expert
• Adaptability: Proficient
• Communication skills - oral & written: Expert
• Critical thinking: Expert

Languages

• English: Fluent
• German: Advanced

Tools and Methodologies

• MS OFFICE PACK MICROSOFT EXCEL (Beginner)

Experience, Academic Background & Other Qualifications

• Field of Expertise: Client Management ([0 - 2] years)
• Academic Background: Bachelor's (3-5 years) in Business Management

#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 of 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.