Job Title: Client Service Manager (AVP)

Department: Client Services Management

About Business line/Function: The role sits within the Client Service Management team of the Global Client Development function for BNP Paribas Securities Services. The team is responsible for client relationship management, client satisfaction, and the overall client experience across the Securities Services business line (custody, fund accounting, middle‑office, static data, clearing & settlement, etc.) in Asia‑Pacific and EMEA.

Position Purpose: The Client Service Manager (CSM) ensures that the quality of service delivered by BNP Paribas 2S India to all securities‑services clients is at the “Desired” level. By understanding client business needs and service expectations, the CSM translates them into service‑delivery requirements, oversees service‑governance, drives continuous‑improvement initiatives and acts as a champion of the “Beyond Service” principles across all locations.

Responsibilities

Direct Responsibilities

• Service Management (APAC Forum): Plan, execute and deliver the APAC forum; engage with clients, senior management and multiple locations; maintain a 360° view of priorities, risks and actions.
• Client Knowledge & Relationship Building: Develop trusted relationships during due‑diligence visits, service‑review connects and audits; build a strong contact network across the client organisation; understand client strategy to facilitate tailored securities‑services solutions.
• Escalation Management: Oversee prompt resolution of client complaints and requests; document, coordinate and resolve operational issues through a formal service‑governance framework.
• Service Review & Reporting: Prepare client‑service review decks, record minutes and action items; monitor service‑delivery performance and client‑satisfaction metrics; follow‑up on actions to closure.
• Stakeholder Coordination: Organise monthly CSM connects with spoke‑location teams; manage quarterly senior‑management reviews across all partnered locations; act as the two‑way communication channel between hubs and spokes.
• Survey & SLA Management: Roll out the annual service‑partner survey, communicate results and drive improvement actions; initiate and review SLA/SLD documents; manage SLA modifications on request.
• Due‑Diligence & Audit Management: Coordinate end‑to‑end due‑diligence questionnaires, client visits and audit logistics (agenda, travel, documentation, deck preparation); collate responses from various departments, review and upload final questionnaires to the Qvidian tool.
• Governance & Continuous Improvement: Participate in the “Beyond Service” initiative; create a network of department managers across locations; investigate and resolve discrepancies identified during due‑diligence.

Contributing Responsibilities

• Report directly to the Head of Client Services – 2S India and assist in delivering the desired service level across all locations.
• Act as a senior individual contributor, liaising with 2S India Business Heads and Senior Managers, and facilitating communication between the Centre of Excellence (CoE) and local offices.
• Maintain a tracker for queries raised by local senior managers, ensuring timely, high‑quality responses.
• Own the quality of the quarterly senior‑management review for each location.
• Ensure 2S India readiness for due‑diligence and client visits, providing accurate information for RFPs and other client requests.

Technical & Behavioral Competencies

• End‑to‑end knowledge of Securities Services operations (hands‑on experience in at least two processes – e.g., custody, fund accounting, middle‑office, static data, clearing & settlement).
• Intermediate presentation skills – ability to prepare clear, client‑focused PowerPoint decks.
• Intermediate MS Excel proficiency – analytical mindset, data‑driven decision making.
• Strong client focus – ability to understand, anticipate and act on client needs.
• Networking & influencing – build relationships across functions and geographies; exert personal impact.

Specific Qualifications:

• Proven client‑orientation with extensive experience in a client‑management role.
• Demonstrated track record of working in a client‑servicing environment within securities services or a comparable financial‑services domain.

Skills Referential (Required knowledge, skills and abilities)

Technical Skills:

1. Intermediary knowledge of Securities Services processes (custody, fund accounting, middle‑office, static data, clearing & settlement).
2. Preparation of client‑facing presentations (PowerPoint).
3. Intermediate to advanced MS Excel – data analysis, reporting.
4. Service‑governance, SLA/SLD creation and management

Behavioral Skills: 

3. Ability to influence and create personal impact.
4. Analytical mindset with a continuous‑improvement orientation.

Education Level:  Bachelor’s (or higher) degree in Business, Finance, Economics, or a related field (or equivalent professional experience).

Location:  Chennai, India

About BNP Paribas Group:

BNP Paribas is the European Union’s leading bank and key player in international banking. It operates in 65 countries and has nearly 185,000 employees, including more than 145,000 in Europe. The Group has key positions in its three main fields of activity: Commercial, Personal Banking & Services for the Group’s commercial & personal banking and several specialized businesses including BNP Paribas Personal Finance and Arval; Investment & Protection Services for savings, investment, and protection solutions; and Corporate & Institutional Banking, focused on corporate and institutional clients. Based on its strong diversified and integrated model, the Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realize their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, BNP Paribas has four domestic markets: Belgium, France, Italy, and Luxembourg. The Group is rolling out its integrated commercial & personal banking model across several Mediterranean countries, Turkey, and Eastern Europe. As a key player in international banking, the Group has leading platforms and business lines in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific. BNP Paribas has implemented a Corporate Social Responsibility approach in all its activities, enabling it to contribute to the construction of a sustainable future, while ensuring the Group's performance and stability.

About BNP Paribas India Solutions:

Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, European Union’s leading bank with an international reach. With delivery centers located in Bengaluru, Chennai and Mumbai, we are a 24x7 global delivery center. India Solutions services three business lines: Corporate and Institutional Banking, Investment Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 10000 employees, to provide support and develop best-in-class solutions.

Commitment to Diversity and Inclusion

At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in.