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.

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 specialised 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

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.

About Business Line/Function:

Under BNP Paribas IT Group, FRESH is the IT framework encompassing Projects & Systems of Finance and RISK functions, with a strong focus on efficiency, proximity, agility and time-to-market. 

FRESH is a worldwide organizational model that will contribute to tackle major challenges of the Group’s transformation of today and tomorrow, building the best offering to the Finance and Risk Community through a progressive rotation to new technologies and best practices. The FRESH organization is the outcome of several convergences: between the Project & Systems teams of Group Finance, CIB Finance and RISK and their related IT teams. 

FRESH is part of the IT Group organization (ITG in Europe and ITO overseas) with a threefold sponsorship by ITG, Finance and RISK (CIB-ITO; RISK Solutions and ITG-FIT).

Job Title:

Associate / Sr. Associate

Date:

25 Mar 2025

Department:

IT Group – FRESH - Connect

Location:

Mumbai

Business Line / Function:

IT Group

Reports to:

(Direct)

Manager/AVP

Grade: 

(if applicable)

(Functional)

Manager/ AVP

Number of Direct Reports:

NA

Directorship / Registration:

Position Purpose

As a part of FRESH, SO FRESH (Support On FRESH) team provides a worldwide support as first point of contact for Finance application Stakeholders. Thanks to its multiple locations around the Globe, we provide steady support across time zones.

We define the Support level 1 rules to provide the most efficient user experience for current and new systems (Integrity control, Jurisdiction and incident management). We communicate and coordinate Finance Production topics.

We participate in the industrialization of the Group Finance departments promoting best practices and knowledge sharing and aligning tools, norms & methodologies. We rationalize finance production processes and reinforce controls within regional processing centers complying with the group policies.

Responsibilities

Main functions

The So FRESH Fronting team acts as the Single Point of Contact for OFS & CIB finance end users from Account Payable tools to Reporting applications. Its activities mainly deal with the Jurisdiction, the Incident Management and the Data Integrity controls.

A Business problem coordinator is responsible to monitor and fix difficulties that emerge during daily activities/controls. The purpose of problem-solving is to figure out what caused a problem so that it doesn't happen again. He should ensure that issues are identified, investigated, and resolved in a timely and effective manner, minimizing the impact on business operations

Will be also responsible for the overall management of the Issues/problem/incident management process, including the identification, investigation, and resolution of various applications problems and issues. The role aims to reduce the frequency and impact of incidents by preventing recurring issues and ensuring continuous improvement.

Key Responsibilities:

• Problem Identification and Logging:
  • Ensure that problems are identified and logged in the Incident management system (Service Now)
  • Collaborate with various teams (Fronting, Flows, Production, Business expertise, Application owner etc.)  to identify recurring incidents that require root cause analysis and resolution.
• Root Cause Analysis:
  • Conduct detailed analysis to determine the root cause of issues.
  • Work with Function & technical teams to identify long-term solutions for recurring issues.
• Problem Resolution and Escalation:
  • Lead the effort in solving problems by working with appropriate teams & stakeholders.
  • Ensure that solutions are implemented to address the root cause and that workarounds are defined until a permanent solution is found.
  • Escalate unresolved or complex problems to the appropriate levels of management.
• Problem Records and Documentation:
  • Maintain accurate records of problem investigations and resolutions, including the identification of known errors and workarounds.
  • Create and maintain problem reports, summary reports, and recommendations for improvement.
• Preventive Actions:
  • Initiate and oversee preventive actions to reduce the frequency of problems, including trends analysis and proactive monitoring.
  • Collaborate with other IT service management processes to improve overall service quality.
• Communication and Stakeholder Management:
  • Provide regular updates on the status of problems, resolutions, and related initiatives to stakeholders.
  • Coordinate with incident management, change management, and other teams to ensure alignment in resolution processes.
• Continuous Improvement:
  • Contribute to the continuous improvement of the problem management process, methodologies, and tools.
  • Ensure that lessons learned from problem investigations are incorporated into service delivery improvements.

Skills and Qualifications:

• Experience:
  • 4-5 years of experience in problem investigations & management. 
• Technical Skills:
  • Strong understanding of financial applications.
  • Knowledge of Service Now ticketing tool
• Problem-Solving Skills:
  • Excellent analytical and critical thinking skills to identify root causes and implement effective solutions.
• Communication Skills:
  • Strong verbal and written communication skills to effectively communicate with technical and non-technical stakeholders.
  • Ability to articulate complex issues clearly and concisely.

o    French will be an added advantage.

This position will also have added responsibility of tackling functional issues on several finance applications. 

Other Contributions

·         Excellent communication skills in English (written and verbal) are mandatory. French will be an added advantage.

·         Effective communication with all stakeholders, End-users & Technical team

Other Preferred Competencies (not mandatory):

Not applicable