Job Title:

Assistant Manager

Date:

Department:

Account Manager

Location:

Chennai

Business Line / Function:

BSO

Reports to:

(Direct)

Grade: 

(if applicable)

(Functional)

Number of Direct Reports:

NA

Directorship / Registration:

Position Purpose

Facilitating transaction processing of instructions received from Client to ensure all settlement of trades in Global markets.

Providing round the clock service to cover client queries across ASIA, EMEA and US regions.

Reconciling client positions to match with the market positions.

Being a team player and a manager to achieve team co-ordination, adhere to BNP policies and follow the agreed timelines to avoid any breach in SLA.

Responsibilities

Job summary

Roles & Responsibilities

·       Account Managers act as a client Single Point of Contact (“SPOC”) and work with internal departments to ensure that client needs are understood and satisfied.

·       Operating as the lead point of contact for any and all matters specific to your accounts in line with Legal & Compliance.

·       Building and maintaining strong, long-lasting client relationships.

·       Know your clients well by incorporating as a form of cheat sheet and ability to anticipate what your client needs.

·       Document the client issues in the log file and provide action plan until the issue is resolved.

·       Provide proactive client service by working closely across teams to ensure client issues and needs are communicated and resolved effectively and in a timely manner.

·       Strive for improvement in existing/new processes. Recommendation & implement process improvements.

·       Ensure the timely and successful delivery of our solutions according to customer needs and objectives.

·       Clearly communicate issue/queries to client and internal team on a timely basis.

·       Understand the various functions within the organization.

·       Develop & identify areas of improvements to meet client satisfaction.

·       Forecast and proactively take measure to make sure client transaction are settled on expected date without any internal team ambiguity.

·       Identify opportunities of straight through processing on manual process activities relating to client transaction.

·       Assisting with challenging client requests or issue escalations as needed.

·       Communicating with clients to understand their needs and explain about the products.

·       Resolving complaints and preventing additional issues by improving processes.

·       Identify manual tasks which can be streamlined through automation.

·       Handling escalations on a timely basis with clear and precise details

·       Activity log / performance indicators to be maintained to substantiate the feedback

Knowledge and skills required 

¡ Strong analytical skills, detail orientation, service commitment, solid organizational and interpersonal skills. 

¡ Highly motivated, self-starter with the ability to work in pressurized environment

¡ Highly structured and methodical in execution

¡ Clear articulate and concise verbal and written communications

¡ Client Servicing skills with excellent communication and interpersonal skills

¡ Ability to multi-task and prioritize workloads, strong time management skills

¡ Results driven with a strong commitment to completing tasks within deadlines

¡ Ability to understand and resolve or escalate issues quickly

¡ Comfortable dealing with senior individuals and management across functions

¡ Strong knowledge of financial industry with good experience across asset classes

Technical & Behavioral Competencies

Basic knowledge about capital markets and financial instruments.

Good understanding of Settlements, Corporate Actions, Income & Tax.

Creativity and innovations to identify the process improvements

Ability to adapt and handle the situation based scenarios

Specific Qualifications (if required)

Strong accounting and analytical skills

Proficient in MS-office applications and good knowledge on MS-Excel

Ability to work individually and as a team.

Skills Referential                                                             

Behavioural Skills: (Please select up to 4 skills)

Communication skills - oral & written

Attention to detail / rigor

Client focused

Decision Making

Transversal Skills: (Please select up to 5 skills)

Ability to understand, explain and support change

Ability to inspire others & generate people's commitment

Ability to set up relevant performance indicators

Ability to develop others & improve their skills

Ability to develop and leverage networks

Education Level: 

 Bachelor Degree or equivalent

Experience Level

At least 7 years

Other/Specific Qualifications (if required)