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

BNP Paribas’ Global Markets business offers a broad range of products and services in the global interest rates, credit, currency, equities & commodity markets. Global Markets help their franchise of clients find effective ways to raise and invest capital as well as manage their exposure to risk. Their client base comprises of corporations, institutional investors, banks, governments and supranational organizations.

Global technology Platform was created in 2022 in alignment with the Group strategic plan. The team has both a transversal mandate on GM platform management and two Business Mandates: Listed Derivatives Execution & Clearing and FX Prime Brokerage.

In its global role for GM, Technology Platform is supporting the development of Global Markets in collaboration with Business partners (IT, Operations, Compliance, Legal, CCC0, …), ensuring its robustness and scalability while maintaining best-in-class services for its clients. This mandate includes e-commerce and Digital teams, Data Office and a Platform strategic oversight.

The Business line is in all Regions (Europe, US and APAC).

Job Purpose

Purpose: The purpose will aim to elevate the voice of clients across Global Markets Institutional and Corporate franchises. This role aims to design and implement Global Markets’ client experience in coordination with GBLs and Regions. Working closely with Global Markets front office sales as well as our business partners in CIB, Functions and the Group to deliver initiatives to measure, analyse and act upon client feedback, to ultimately foster a client satisfaction culture within Global Markets. 

Scope: GLOBAL

Key Responsibilities

• Provides excellent support in relation to key activities within the Client Experience strategy and ambition
• Demonstrates extensive experience of understanding and managing relevant factors impacting the area of the clients well as Global Markets as a whole.
• Applies expert level knowledge to perform complex tasks and solve issues in creative and effective ways 
• Accountable for tasks such as: 
  • Strong leadership, commanding engagement from senior stakeholders, embracing change management across the whole value chain within the initiative’s scope.
  • Promote change and innovation of new strategies and follow up between clients and the Sales culture and operations and functions
  • Manage the transformation and prepare the committee for senior management: raise and ask the right decisions and support from the General Management of BNPP.
  • Put in place global reporting on client experience for GM.
  • Develop and monitor tracking process on feedback obtained from Client Satisfaction- Interviews and surveys, customising e-surveys to be relevant for Institutional and Multi-National Corporates clients.
  • Gather all the different sources of feedback, make an analysis of the feedback per client and prepare a proper monography for the governance when appropriate.
  • Support the change management guidelines and communication for GM sales based on the client feedback: new position following the experience that we surveyed.
  • Define & implement global Client Experience KPI metrics with a strong alignment across the regions to follow the Client experience in terms of Client prioritisation business, governance and streamlining processes of the E2E client lifecycle for Inst. Clients and Corp Clients.
  • Set up a global governance across the regions and a dataset follow up to monitor the Client improvements projects, lead-time and experience & efficiency with a breakdown per function/activity (clients/Sales/OCRM/ back office….)
  • Follow the resource monitoring per project and per region to ensure capacity for the transformation of GM client experience to be best in class.
  • Ensure a good connectivity, sponsorship and achievements of the OCRM strategy within GM.
• Act as the main point of contact for department discussions with all typical control and support functions within the Bank for their relevant business area and liaise with other internal teams to facilitate resolution of issues or escalates matters to more senior business management colleagues / senior management.
• Independently utilise expertise to make independent judgments to deal with a variety of situations. 
• Manage and co-ordinate relevant internal teams where required including the Compliance function in relation to all compliance and regulatory matters and audit teams in relation to the Bank’s audit processes. Manage relationships with all relevant internal stakeholders to facilitate such workstreams. 

Requirements

• Professional qualification preferred with expert understanding of business management, product knowledge, compliance and/or risk within the Global Markets context, typically gained at BNP Paribas or within another top tier investment bank. 
• Substantial prior experience of processes within the Global Markets function with expert understanding of Transformation. 
• Prior experience in Management Consulting highly favourable
• Good working knowledge of a wide range of company-wide policies, procedures regulations and legislation. 
• Expert knowledge required on PowerPoint & Excel
• Able to synthesize complex data & information into management level reporting 
• Able to utilise expert level knowledge and experience to implement effective control processes for the team, and to adapt to changing business needs.
• Strong analytical and decision-making skills, with the ability to translate technical concepts into practical processes and operational strategies.
• Strong stakeholder and good people management skills to ensure the delivery of effective and compliant processes and solutions to facilitate the objectives of the team and the Bank.
• Excellent written and oral English skills in order to articulate technical issues and to be able to take the complex and make simple to enable effective communication with individuals across the business.
• Strong personal focus on accuracy and attention to detail.
• Strong computer skills and a good knowledge of a range of standard computer software, e.g., Microsoft Office, email, Tableau. Experience in using investment banking databases (e.g. Factset, Dealogic, Bloomberg).

And of course, we expect all our colleagues to embody and practice the Group values (alignment with the Bank’s strategy, commitment, work ethic, integrity and Code of Conduct).

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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