VP - Client Services Manager

Business Overview:

The Client Services Management team is part of the global Client Development team responsible for all client management related activities (i.e. sales, client relationship management, and client satisfaction) for the Securities Services business. Within this team, the Client Services Managers oversee the service delivery with an overall responsibility to ensure an optimized client experience.

The global Client Services Management team has the mission to implement a global service model and to ensure a consistent top-quality client experience worldwide. This team includes each local Client Services team and the Central team managing global tools and processes to facilitate their overall mission. The global Client Services team is responsible for service delivery oversight, client satisfaction, client communication, as well as managing relationships with the third party asset managers serving the business' asset owner clients.

Oversight of client satisfaction includes monitoring that the services delivered are aligned with the service level agreements, managing regular client service reviews to ensure ongoing fulfilment of client expectations and working across the organization to address any issues or queries escalated by the client. In addition, the Client Services Managers monitor the touch points of the client across the entire organization to ensure that the client experience with BNP Paribas is optimized, always with a client focus approach.

Given the global nature of the business and clients, the Client Services Managers are expected to work jointly with all teams servicing the clients and also overseeing their activities across all locations.

Candidate Success Factors:

Candidates are measured on the following four performance drivers, which will dictate how individual impact is considered on the Americas platform:

• Results and Impact

• Able to influence peers and team.

• Demonstrates good judgement when making decisions of high complexity and impact.

• Exercise appropriate autonomy in the execution and delivery of work.

• Responsible for driving outcomes, which have meaningful effect on team or department.

• Leadership and Collaboration:

• Creates trust with colleagues.

• Acts in leadership capacity for projects, processes, or programs.

• Client, Customer and Stakeholder Focus:

• Able to build relationships with a mix of colleagues and clients.

• Interacts regularly with management and department leaders.

• Demonstrates the ability to influence stakeholders at the team level.

• Compliance Culture and Conduct:

• Takes full responsibility for personal actions and demonstrates courage in facing problems and conflicts.

• Perceived as a person of high moral character; upholds corporate values and displays high ethical standards.

Responsibilities:

o Build client knowledge and trustful relationships

o Develop a strong contact network across the client organization

o Understand the client strategy and requirements to enable BNP Paribas Securities Services to deliver on the promises to meet client needs

o Manage the operational contact between the client and the operational areas by ensuring a full understanding of the client's needs and expectations across the organization and providing clarity for the required actions to serve the client

• Oversee prompt resolution to clients complaints, and efficient response to requests

o Document, coordinate and oversee resolution of problems or issues by Client Delivery and affecting the quality of the service delivered and the overall client experience

o Facilitate across the organization the resolution of escalated operational issues by establishing and overseeing a formal service governance framework

• Manage the formal complaints process according to the "Client Complaints Procedure"
• Monitor the performance of the service delivery and client satisfaction

o Monitor the service delivery quality delivered (based on operational KPIs) according to the Service Level Agreements

o Organize regular formal service performance reviews with clients according to strategic priorities and client needs, including preparation of the review (agreed agenda) and follow up on agreed action plans. This should be conducted according to global guidelines, including call memos, minutes and issues escalation measures

o Use issue logs, query database and client feedback to conduct reviews both internally and externally with the client

• Collect client feedback via service review scorecards, client satisfaction surveys as well as feedback from the various teams in direct contact with the client

• Engage the IT and Operations local/global teams in the pursuit of service quality delivery and improvement

• Manage client reviews, due diligence visits and questionnaires

o Manage client reviews, audits and due diligence questionnaires and visits for existing clients, coordinating the various services and product areas according to strategic priorities and client needs

• Manage communication to clients

o Ensure clients receive appropriate market and service information by managing the distribution lists for updates and newsletters

o Ensure consistent messages are delivered to the client about business recovery incidents in accordance to issued guidelines

o Foster an aligned service delivery and communication approach to clients across services and product areas

• Manage SLA modifications with the client

o Initiate and regularly review Service Level Agreement (SLA) and Service Level Description (SLD) documents (and any other formal agreements referring to service requirements) based on the standard documents issued by Client Delivery

• Contribute to client related projects

o Identify and coordinate service modifications in response to changes in the client needs by raising change projects (within existing service scope) via the Client change request process

o Participate in onboarding project governance managed by the Business Implementation team and act as sponsor if needed

o Respond to escalation by the client in the case of concerns with major projects, including onboarding

• Manage third party relationships

o Ensure proper coordination of relationships with third parties related to the client activity, including third party asset managers, auditors and external middle office service providers

• Contribute to the client relationship:

o Refer identified business development opportunities to the Relationship Manager/Sales

o Contribute to product/service development initiatives

o Contribute to client strategy meetings with the Relationship Manager

o Contribute to the development of the BNP Paribas Securities Services brand and market reputation

o Identify, understand and communicate appropriate key management information / business metrics (based on the global standards) that will facilitate the client relationship

• Fully adhere to BNP Paribas Compliance, Financial Security (Know Your Customer "KYC", Anti-Money Laundering "AML", Anti-Bribery and Corruption "ABC" and Sanctions), Conduct & Risks policies

Minimum Required Qualifications:

• Bachelor's Degree

• Industry experience or professional qualifications relating to the financial markets, asset management or securities services

• Competent strategic thinker with the ability to create and implement solutions

• Ability to foster and maintain strong interpersonal internal and external relationships

• Proven behaviors for effective teamwork

• Demonstration of innovative/creative thinking, problem-solving and taking initiative

• Effective written and oral communication

• Adaptability to changing environments

• Proven track record of results and quality orientation

• Demonstrated behaviors of being organized, structured and paying attention to detail

Preferred Qualifications:

• Extensive experience in a role with a strong client management focus

• Proven track record of working within a client servicing environment

• Proven track record of working within an financial services operations environment

FINRA Registrations Required:

• No

CFTC Swap Dealer Associated Person (if yes, NFA Swaps Proficiency Program is required):

• Not Applicable

SEC Security-Based Swap Dealer Associated Person:

• Not Applicable

The expected starting salary range for this position in Chesterbrook, PA is between $110,000 to $140,000 annually. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience, time in role, base salary of internal peers, prior performance, business line, and geographic/office location.

In addition, our comprehensive benefits package aims to support our employees in various aspects of their lives. From healthcare and wellness programs to retirement plans and childcare services, we prioritize the well-being and growth of our employees. Our benefits include medical, dental and vision coverage, a 401(k) Savings Plan, backup childcare, life, accident and disability insurance, mental health support and paid time off. Additional details about our benefits offerings, inclusive of eligibility for a discretionary bonus, will be provided during the hiring process.

This application will remain open until a candidate has been selected for the role. There is no specific application timeline.

About BNP Paribas:

BNP Paribas is a leading bank in Europe with an international reach across the US, EMEA and APAC. It has a presence in 65 countries, with nearly 190,000 employees. In the United States, BNP Paribas has built a strong and diversified presence to support its client base. We continue to grow and strengthen our commitment to the US market through our Corporate & Institutional Banking activities. We are one of a few non-US banks to offer a full value chain for our clients, from trading to financing, and clearing and custody in the US with the international