Private Capital – Client Service Manager (M/F)

BNP Paribas SA a subsidiary of the BNP Paribas group, is one of Europe's leading providers of custody services for securities. 

The Luxembourg branch plays a major part in its operations, offering clients high value-added services extending from custody to securities lending, fund administration, performance measurement and ratings, and bond issuance services. 

To support its current growth, BNP Paribas SA is looking for a:

Private Capital – Client Service Manager (M/F)

CDI

Your mission :

In your role, you will :

• Be the interface between clients and BNP Paribas Luxembourg Private Capital Operations related activities and services to follow-up the daily service delivery.
• Ensure service delivery quality to client.
• Anticipate clients’ needs.

Advantages of the position :

• Evolve in a dynamic department managing Private Capital products and services topics. 

Working environment :

• You will be a part of a strong Group certified Top Employer for the 5th time.

Education:

• Bachelor Degree or relevant professional experience 
• Experience of working in a customer-facing role
• Knowledge of the Private Capital products and services

Your responsibilities:

• Manage a portfolio of client accounts
• Operate as the main point of contact for clients and act as main point of escalation related to operations.
• Develop and maintain relationships with clients often through regular communication
• Identify opportunities to enhance the client’s experience
• Promptly and effectively address client issues by coordinating with internal teams
• Ensure close cooperation on transversal issues with different bank departments
• Maintain quality log and client action log
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Continuously monitor client satisfaction levels by gathering feedback and completing assessments or client pulse
• Conduct regular service reviews to assess the organisation performance
• Coordination and contribute to due diligence

Technical Skills :

• Analytical skills: Ability to capture any requirement and address it to the relevant stakeholder.
• Organisation skills: able to manage her/his day-to-day and priorities
• Accuracy:
• precision and attention to details
• to respect tight deadlines 
• to follow to-do lists 
• Client focus: ensure to satisfy client’s needs within deadlines
• Escalation:
• to ask for assistance when needed
• to refer issues to the appropriate person(s)
• Ability to learn by adjusting practices following newly acquired knowledge

Language Skills:

• Fluent in English and French; German/other languages will be considered as an asset 
• To be able to express her/his messages, both oral and written, in a clear way

During the finalization of the recruitment process, the preselected candidate will be asked to provide us an extract from his/her criminal record dated less than 3 months (record N°3 for Luxembourg), according to the dispositions of the law from July 23 2016 concerning the criminal record.