About the job

• The role involves providing functional and operational support to Front-Office users, training them on various systems, and facilitating communication and exchange with other departments (IT, Operations, Finance, among others). You will be responsible for incident follow-up and resolution, close collaboration with IT team will be essential to resolve technical issues. You will participate in Continuous Efficiency Improvement projects and ensure new tools and new functionalities implementation by preparing, coordinating, performing UAT and supporting user with training
• In addition, you will coordinate client mailing, manage the client template and manage client data in Front-Office Tools
• Synthesize of the activity and set up regular monitoring sessions with the management in Portugal and Switzerland are expected

Your Main Activities Are

• Guarantee 1st Level support to the Front Office
  1. Advice regarding IT tools functionality or process
  2. Analysis of the issues/request
  3. Analyse, report, prioritize and track software errors
  4. Monitor and follow-up of requests/incidents
  5. Data management: Cost Price update in Front-Office System, Historical research of cost prices for customized reporting (fiscal topics)
• Front-office representation on diverse projects and acting as UAT Officer
  1. Collect and analysis of business needs
  2. Project Follow-up
  3. Contribution to tests and releases of software applications
  4. In charge of coordinating for UAT with IT Support and Project Managers
     • Define Test Planning & Develop test cases
     • Check availability of other testers
     • Realize test on behalf of front-office users for Wealth Management (WM) applications and Ebanking
     • UAT Follow-up (raise issue and provide progress report)
  5. Support the deployment of new application versions of Front-Office Staff & Provide documentation and Training material
• Coordination for bank mailing delivery
  1. On average, every year a few dozen of letters sent to our clients
     • Content from distinct nature (New pricing, Regulatory policies, Commercial, general conditions, among others)
  2. Mailing content and wording format
     • Coordinate with translation companies / site key contacts
     • Validate templates format
     • Validate production formats before invoice
     • Search to obtain Validation from the sponsor before sending
  3. Checking exhaustivity and collect approval
     • Control that the perimeter defined is consistent with the target one
     • Validate with sponsor before sending and communicate with Front-office
• Template management used by the Bank for WM
  1. Documentation / Legal contracts for clients update : Logo / Specific or standard formats / Codification to be read by IT tools (scanning via DMS)
  2. Ensure Audit track by archiving documentation : template referential
     • Prepare and Publish documentation internally and in Docusign for electronic signature
• Training
  1. Provide support and training
  2. Ensure onboarding for new comers (processes and systems) and ongoing training
  3. Coordinate new tools deployment
  4. Ensure regular training for all management

Profile and Skills to Success

• Bachelor degree in Economy, Finance, Business Administration and Accounting
• Previous experience in customer service, business support or middle office jobs
• Ease at analysis and understanding of complex processes
• Technical skills to understand the functioning of IT banking systems
• Fluent in English and French
• Good command of digital applications
• Strong team spirit
• Rigor and method
• Customer oriented

#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 centers 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.