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:

Global Market Operations also known as COCE (client operating center of excellence) is further divided into 4 departments i.e. Trade Processing & Support, Product Control, Client Management & Change Management. COCE Trade Processing & Support team ensures that Security transactions (Bonds, Equities, Complex Securities, ETF, SLAB, Repo..) and positions registered in the books, match the commitment actually taken with counterparties within a secure setup, in accordance with Group and Regulatory Policies and/or contractual agreements.

BNP Paribas Securities is a prime broker that provides a wide range of services to hedge funds including secured financing, securities settlement, custody, capital introduction, securities lending and custom information technology. Cash PB Client Services team act as SPOC for the clients and bank’s internal teams to resolve issues pertaining to the transactions (Bonds, Equities, Complex Securities, ETF, SLAB, Repo..) and positions registered in the books under CIB ITO’s mandate, within a secure setup, in accordance with Group and Regulatory Policies and/or contractual agreements

Job Title:

Assistant Manager  - Client service

Date:

2025

Department:

COCE Trade Processing & Support

Location:

Mumbai

Business Line / Function:

COCE Trade Processing & Support – Cash PB Client Services

Reports to:

(Direct)

Lead

Grade:

(if applicable)

NA

(Functional)

-

Number of Direct Reports:

NA

Directorship / Registration:

NA

Position Purpose

·         Primary responsibilities of the team includes:

·         Work closely with our business partners (Sales, Trading, Business Managers, Relationship Managers) on various client related topics

·         Act as coordinator internally to ensure we provide a solution to clients with a competitive timeline.

·         Ensure timely and appropriate level of escalation pertaining to client-impacted issues.

·         Handle post trade allocation and trade exceptions for Synthetic Prime Brokerage clients

·         Follow SLA turnaround time on client issues, and solutions.

·         Review CSG and client MI to drive improvement leveraging technology or process enhancement.

·         Involved in projects/initiatives globally and locally, on continuous improvement / enhancement to clients, achieve efficiency/cost reduction, mitigate operational risk, streamline existing process, conduct UAT testing.

·         Bring solutions to new business initiatives for development.

·         Propose process improvements to improve client journey.

·         Please note that this role requires night shift coverage starting from 18:30 / 19:30 / 20:30 IST onwards and will change based on business requirement.

·         Ensure timely responses by end of day. Ensure processes and controls are performed

·         Act as liaison between the back office and client/front office as applicable

·         Escalation points for problem or sensitive cases

·         Responsible for staff training and progress follow up

·         Work with Team Leads and Manager to review Inquiry/ Investigation reports for outstanding investigations and inquiries and create specific reporting for corporate clients.

·         Ensures adherence to all external regulatory and internal policy guidelines as dictated by the position.

·         Responsible for the department’s statistics for month end reporting (KPI).

·         Direct contribution to BNPP operational permanent control framework.

·         Recommend and monitor KPI’s making sure that SLA’s/turnaround times are being met.

·         Have a clear understanding of how to handle exceptions or issues

·       Ensuring any trade related discrepancies are highlighted to the relevant teams / clients and resolved in a timely manner 

·       Monitoring of failing trades and other outstanding issues to ensure client service is maintained at all times

·       Contribute to the minimization of settlement costs & operational risk: 

·       By becoming more risk aware and by following the procedures or Compliance rules that are in place to mitigate operational or reputational risk 

·       Escalate when and follow up as appropriate with clients and other internal teams in case of market risks (buy-ins) 

·       If necessary, using the escalation process when operational risk is detected

·       By maintaining close relationships with traders and sales and escalating problems to them promptly where required 

·       By maintaining good working relationships with domestic agents and custodians 

·       By communicating with, and assisting, other operational departments where needed 

·       Ensuring direct Managers are kept informed of any potential problems & issues where appropriate

·       Contribution to the team development: 

·       Formalization of team procedures and operating guides 

·       Participation of training and coaching for new joiners

Essential Personal Skills

 ·         Diligence - Displays dedication and prioritizes problems by considering the impact on the business; identifies quick-wins.

·         Resilience - Stays calm and positive, controls his/her emotions in conflict or any situation of intense stress (due to market, time or pressure).

·         Communication (Active listener and clear communicator) - Communicates clearly. Communicates pro-actively with management, escalating issues as necessary. Ability to deal confidently with a range of personnel including management.

·         Innovation - Thinks laterally to identify other sources of useful information and sees ways around obstacles and barriers.

·         Proactivity - Self-starter with ability to work effectively with minimum supervision and detail oriented to ensure a quality service is provided.

·         Structured / Multi-tasked – Ability to undertake structured analysis of a problem, identify key pain points and propose / implement pragmatic solutions rapidly.

Core Competencies

·         Ownership, Drive for results – own your client, hold and grab follow thru issues / queries, Delivers high quality work timely.

·         Risk awareness – Demonstrates a good awareness of operational risk management. Always considers risk in his/her daily activities and abides by the operational responsibilities, where relevant.

·         Corporate role model, integrity & ethics – Acts with discipline and high ethical standards.

·         Team player & cross-cultural awareness – Works effectively in a team. Collaborates and shares information and solutions with colleagues, with other teams and stakeholders.

·         Client focus – Sees stakeholders as well as external clients as customers.

·         Challenge status quo - raise question on processes and current system flows.

Technical & Behavioral Competencies

·       Ability to analyse, organize and report efficiently.  

·       Flexibility on working methods and changing international environment. 

·       Rigorous and reactive in order to face pressure and reach excellence anytime 

·       Diligently follow the set procedures and Compliance policies 

·       Knowledge of financial markets and products, and easiness/expertise in dealing with Excel.

Specific Qualifications (if required)

NA

Skills Referential

Behavioural Skills:

Ability to collaborate / Teamwork

Ability to deliver / Results driven

Critical thinking

Ability to share / pass on knowledge

Transversal Skills:

Analytical Ability

Ability to understand, explain and support change

Ability to develop others & improve their skills

Ability to develop and adapt a process

Ability to develop and leverage networks

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 7 years

Other/Specific Qualifications (if required)

NA