TA Client Account Manager (CAM) Manager (M/F)
BGL BNP Paribas
Luxembourg
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BNP Paribas Securities Services , 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.

BNP Paribas Securities Services is looking for :

TA Client Account Manager (CAM) Manager (M / F)

Mission :

  • Be the interface between clients and TA department from BP2S Luxembourg in order to follow-up the daily service delivery
  • Claim ownership and coordination of incoming requests from Clients, Client Development, Business Change Management
  • Be the link between Client Development team and BP2S TA Luxembourg for specific requests
  • Ensure operational follow-up of the quality of service delivery to BP2S TA Luxembourg clients
  • Ensure close cooperation on transversal issues with different bank departments
  • Ensure coordination of the TA Client Account management Team
  • Ensure daily operational follow-up :

  • Maintain Operating Memorandum up-to-date between clients and TA department
  • Analyse and comment client KPI
  • Ensure service delivery quality

  • Ensure Operating Memorandum is followed
  • Maintain quality log and client action log
  • Represent TA department during Client Teams
  • Be the escalation for clients inside TA
  • Track Client relationship status through

  • Action log
  • Feed CSM for Client Quality Meeting
  • Ensure good relationship between Client and TA Department

  • Prepare and participate to Client Service Review meetings
  • Ensure good understanding and adequacy between services and client needs
  • Be the link between Client Development and TA department
  • Animate TA teams in order to spread the Voice Of Customer within the department

  • Organise and coordinate ongoing topics from inception to final resolution
  • Provide conclusive answer to the client
  • Escalate any blocking point to TA Management for decision making
  • Animate TA CAM team

  • Share client experience inside the team
  • Ensure coordination of TA Client Account Management team
  • Balance the workload between CAM
  • Conduct the yearly performance appraisal process, recognize individual performances and develop improvement areas of each CAM
  • Provide coaching and guidance to junior team members
  • Be the escalation point of the team
  • Being part of TA Operations Support pole, the TA CAM Manager is reporting to Head of TA Operations Support

    Profile : Education :

    Education :

    Bachelor or Master Degree

    Experience :

    Minimum 5 years of TA experience, or equivalent with successful management experience

    Technical skills :

  • Excellent skills in Microsoft Office
  • Soft skills :

  • Excellent Relationship management
  • Excellent organisation
  • Good writing and synthesis skills
  • Capacity to generate involvement from other colleagues
  • Language skills :

    English and French fluent

    Another language : German Italian Spanish would be an advantage

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