Key Responsibilities
- Responsible for the delivery of a range of Video, Trader Voice and Voice services into the Company. Primarily this involves operations, controls, project delivery
- Manage the technology, ensuring that it has maximum availability, and it is maintained at an appropriate technical level for support and maintenance purposes.
- Knowledge distribution across regions.
- Management and monitoring of Voice and Voice Recording infrastructure
- Perform daily ready for business checks.
- Voice Systems support:
- IPC Unigy
- Cisco Voice and Video
- Oracle SBC
- MS Teams Voice
- Troubleshooting any Voice & Recording related issues
- Collect metrics for third Line escalation
- Create reports for Voice Operations and Senior Management teams
- Create reports for Voice Operations and Compliance/Litigation teams
- Adhere to Internal Controls and procedures
- Ensure deadlines and SLA are met
- Collaborate with members of the Voice Operations team in other Regions to ensure a continuous effort in resolving issues and knowledge sharing
Technical & Behavioral Competencies
- 5+ Years’ experience in a similar Trading Voice Support Role.
- In depth knowledge of Voice Systems:
- IPC UNIGY Version 5.5
- Cisco CUCM v15
- Cisco UCCX v15
- Oracle SBC
- MS Teams Voice
- General knowledge of Voice Systems:
- NICE NTR/NTR-X
- NICE FUSION
- VERINT VERBA
- Good understanding of Windows/Linux servers
- Good understanding of PSTN (SIP/IDAP/ISDN), Private wires and Hoot Networks
- Professional experience, documenting, planning and managing platforms through their life cycle
- General knowledge of Compliance regulations (MiFID, DODD-Frank, etc.)
- Excellent problem-solving skills
- Excellent customer-service and interpersonal skills
- Excellent communication skills
- Ability to prioritize along with good time management skills
- Ability to collect and analyse Systems Trace Logs
- Ability to work as part of a Global team.
- Desire to learn and adapt to new technology skillsets
- Call Logging Systems
- Knowledge of SQL Server and Microsoft Excel
- CCNA and/or CCNA Voice Certifications
About BNP PARIBAS
As the leading European Union bank, and one of the world’s largest financial institutions with an uninterrupted presence in the region since 1860, BNP Paribas offers a wide range of financial services for corporate, institutional and private investors spanning corporate and institutional banking, wealth management, asset management and insurance.
We passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued and encourage applicants of all backgrounds, including diversity of origin, age, gender, sexual orientation, gender identity, religion applicants who may be living with a disability. We have a number of internal employee networks in place to empower our staff to act and challenge the status quo.
• BNP Paribas PRIDE is highly active in favour of the LGBTQIA+ community
• BNP Paribas MixCity which fosters better representation of women at all levels of the organization
• Ability, the mutual aid network for employees with a disability or a disabling or chronic illness
• BNP Paribas CulturAll which celebrates diverse backgrounds
BNP is committed to financing a carbon-neutral economy by 2050. The Group is a founding member of the Net-Zero Banking Alliance and has set up its own Low Carbon Transition Group to support its clients through their energy transitions.
https://careers.apac.bnpparibas/
More information
BNP Paribas – Diversity & Inclusion Journey
BNP Paribas – The Bank Of Green Changes
Award Obtained
BNPP has won Top employer Europe award in a 10th consecutive year
Position Purpose
The main purpose of the team is to ensure timely, consistent and exhaustive transaction & positions regulatory reporting under APAC jurisdictions, such as HKMA, MAS, ASIC, SEBI etc for both Equities and Fixed Income products. The team is also the single point for regional Operations on new Regulatory initiatives.
The purpose of the position is to achieve the team’s goal through daily routine control measure and contribute to implementation of new control framework in order to minimize operational risk and comply with the regulatory requirements.
Key Responsibilities
Primary Role Responsibilities
- Be a subject matter expert on regulatory reporting across APAC including trade repositories / SEBI / QFII / short position reporting
- Enhance existing controls to streamline existing process and improve control efficiency and accuracy.
- Be part of a global task force between IT and Operations to improve the control framework and the architecture to produce the APCA reg reporting.
- Be part of strategic thinking design for production & controls and AI journey on reg reporting.
- Setup procedures and controls to minimize the operational risk on regulatory reporting.
- Maintaining close relationship with difference stakeholders to make sure front to back data flow processes are well understood and explained for accurate regulatory purpose
- Able to prepare data for specific surveys requested by Central banks and regulators.
- Assist in the preparation of regular updates to the ITO management, Compliance and Front Office on the status of the different initiatives.
- Define test cases, validate user testing and follow up with IT on new releases for upcoming regulatory projects
Other contributions
- Liaise with various stakeholders within the banks to drive and continue improving existing reporting standards
- Understand the bank’s business and trade flow to validate/ review any reporting deficiencies and suggest improvements accordingly
Technical & Behavioral Competencies
- Strong experience on reg reporting for APAC jurisdiction being engaged to strategic projects, strategic decision, strategic automation with demonstrated experience.
- Strong Experience in comprehending rule and regulations from different regulators and their implication to the bank’s day to day practice
- Strong Experience on automation controls.
- Strong experience on working with IT to improve the framework
- Strong communication skills in managing & liaising with stakeholders relating to regulatory reporting
- Strong knowledge of Fixed income products and OTC trade reporting requirements
- Knowledge in Front to Back workflows and product event management is a plus
- Strong knowledge on Data Managing tools (Alteryx, Python), Excel skill, automation or script writing (e.g. VBA) is a plus.
- Strong sense of compliance and risk control
- Attention to detail and accuracy imperative
- Willing to speak up and propose new ideas to achieve process efficiency
About BNP PARIBAS
As the leading European Union bank, and one of the world’s largest financial institutions with an uninterrupted presence in the region since 1860, BNP Paribas offers a wide range of financial services for corporate, institutional and private investors spanning corporate and institutional banking, wealth management, asset management and insurance.
We passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued and encourage applicants of all backgrounds, including diversity of origin, age, gender, sexual orientation, gender identity, religion applicants who may be living with a disability. We have a number of internal employee networks in place to empower our staff to act and challenge the status quo.
• BNP Paribas PRIDE is highly active in favour of the LGBTQIA+ community
• BNP Paribas MixCity which fosters better representation of women at all levels of the organization
• Ability, the mutual aid network for employees with a disability or a disabling or chronic illness
• BNP Paribas CulturAll which celebrates diverse backgrounds
BNP is committed to financing a carbon-neutral economy by 2050. The Group is a founding member of the Net-Zero Banking Alliance and has set up its own Low Carbon Transition Group to support its clients through their energy transitions.
https://careers.apac.bnpparibas/
More information
BNP Paribas – Diversity & Inclusion Journey
BNP Paribas – The Bank Of Green Changes
Award Obtained
BNPP has won Top employer Europe award in a 10th consecutive year
Position Purpose
- Client On-Boarding team’s goal is to ensure a global and consistent “first service” is rendered to the clients.
- This team will be working around 3 main themes: Prioritization of on-boarding, Coordination of the whole process (Risk, Legal and Systems) and production of the Legal documentation and KYC (Collection, Completeness, Conformity and Analysis. The team is also in charge of the regular review process for standard sensitive accounts
- The team must work as “one team” to ensure a cutting edge on-boarding service to clients and work closely with major functions as well as FO/Markets.
- Overall, through a dedicated on-boarding team and a single point of contact, the team is responsible for client satisfaction with respect to on-boarding.
- To facilitate and provide a complete transversal on–boarding service to WM APAC. Producing client risk assessments, client profiles, and due diligence analyses.
- Providing feedback and escalating issues to the appropriate support functions and management.
Key Responsibilities
Implementation and Process
- Work closely with Front Office and Account Management team to facilitate the collection of KYC and other relevant documents in accordance with the prevailing account opening procedures and local regulations.
- To ensure evidence of each customer’s identity and other relevant documents are received in order before account opening.
- Review KYC for new client on-boarding.
- Perform qualitative and quantitative check on New Account Documentation for all clients
- Conduct KYC/CDD review on existing clients through periodic review.
- Ensure all client files are stored and maintained accordingly (electronically and in paper format).
- Support Front Office queries related to client on boarding and client due diligence process.
- Prepare regular reports for Management review (account documentation irregularities, monthly statistics).
- Ensure timely processing of static data updating request.
Team Spirit
- Work within a team – with an adaptable flexible approach, coordinate with team members and Front Office to resolve complex cases and address issues in a timely manner.
- Be open to change and support the vision of working in a fully transversal operation
Information Sharing
- Ability to share information and eventually train new team members.
- Control and Risk
- Abide with operational risk procedures and escalate incidents to Seniors where necessary
- Contribute to the implementation and controls for daily processes and assist with the update of procedures
- Report and escalate concerns/ issues to Seniors when required
Communication
- Liaise regularly with the following internal groups to ensure a smooth on boarding process: Compliance, Legal, FO teams, Account Management teams, Client Management team in Singapore/Hong Kong or other support teams within WMHK/WMSG that have any involvement in the Client On-boarding process.
Comply with BNPP Permanent Control Activities
- Direct contribution to BNPP operational permanent control framework.
- Contribute to the implementation of operational permanent control policies and procedures in day-to-day business activities, such as Control Plan
- Comply with regulatory requirements and internal guideline
- Contribute to the reporting of all incidents according to the Incident Management System
- Minimizing operational failure, including but not exclusively, the risk of fraud, by helping to devise, and by implementing, sufficient regular controls
- Ensuring appropriate escalation to management and/or Permanent Control (or Compliance as appropriate) as soon as an issue is identified
Competencies (Technical / Behavioural)
- Team player, independent, hardworking, eager to learn and attention to details
- Client-oriented and high adaptability to changing environment
- Able to work under pressure and deal with unclear requests as well as a high volume of requests
- Strong analytical and strong risk sense
Specific Qualifications Required
- Minimum 3 years of relevant working experience
- Bachelor’s level degree or professional qualification
- Understand the principles and be familiar with WM products and types of customers
- Strong understanding of account documentation, due diligence and local Anti-Money Laundering requirements
- Fluent in English (spoken and written). Good command in Mandarin is a plus (for supporting Taiwan/China Markets).
- Excellent communication and interpersonal skills
- Must possess a strong fundamental and technical skills, awareness of operational risk
- Excellent PC skills, especially in Excel. Knowledge of ACCESS is an advantage.
About BNP PARIBAS
As the leading European Union bank, and one of the world’s largest financial institutions with an uninterrupted presence in the region since 1860, BNP Paribas offers a wide range of financial services for corporate, institutional and private investors spanning corporate and institutional banking, wealth management, asset management and insurance.
We passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued and encourage applicants of all backgrounds, including diversity of origin, age, gender, sexual orientation, gender identity, religion applicants who may be living with a disability. We have a number of internal employee networks in place to empower our staff to act and challenge the status quo.
• BNP Paribas PRIDE is highly active in favour of the LGBTQIA+ community
• BNP Paribas MixCity which fosters better representation of women at all levels of the organization
• Ability, the mutual aid network for employees with a disability or a disabling or chronic illness
• BNP Paribas CulturAll which celebrates diverse backgrounds
BNP is committed to financing a carbon-neutral economy by 2050. The Group is a founding member of the Net-Zero Banking Alliance and has set up its own Low Carbon Transition Group to support its clients through their energy transitions.
https://careers.apac.bnpparibas/
More information
BNP Paribas – Diversity & Inclusion Journey
BNP Paribas – The Bank Of Green Changes
Award Obtained
BNPP has won Top employer Europe award in a 10th consecutive year
Job Content
Role Description and Purpose
- Support the implementation of APAC Finance Permanent Control framework at regional and local levels, in line with Group requirements and standards, to create business value and mitigate accounting risk.
- Assist in monitoring Finance operations across the APAC region by identifying and assessing potential risks, implementing preventive measures, supporting process/documentation improvements.
- Provide assistance to local Finance teams on Finance Permanent Control and contribute to the prevention of adverse findings and/or recommendations from internal and external auditors on control matters.
Key Responsibilities
- Contribute to the implementation of the 1LoD / 2LoD Finance framework in the region according to Group and AM standards.
- Support the roll-out and execution of the KSP (Key Surveillance Points) program for Asset Management APAC entities. Perform sample selection and control testing covering essential topics such as bank reconciliations, manual entries, accounts justifications, fees, access rights and group reporting. This involves systematically reviewing supporting documentation, evaluating adherence to policies and procedures, and accurately recording any exceptions or control weaknesses identified. Prepare summaries of test results and assist with communicating key findings to both the AM Finance Permanent control team and country CFOs before deadlines. Follow up on the implementation and closure of corrective action plans, tracking progress and updating documentation where necessary.
- Assist in updating or designing control plans as needed in respect of new finance set ups and/or financial processes.
- Monitor the timely submission and quality of Group’s quarter end reports provided by country CFOs. Offer constructive feed-back to Finance teams to help improve the quality of their submissions as relevant.
- Support the preparation of slides related to permanent control and accounting risk management for the monthly Finance Permanent Control Committee and quarterly APAC CFOs calls.
- Be up to date with Group Finance policies and procedures, ensuring that regional and local versions are updated timely to consistently reflect the Group’s requirements in terms of scope, structure, level of detail, and information quality. Assist in the drafting of regional procedures.
- Participate in any APAC Finance Permanent Control projects, delivering assigned tasks within the agreed deadlines and with the expected level of quality.
Key Internal / External Relationships
- Internal: AM Local CFOs, Finance teams across APAC region, Global Finance Permanent Control team
Role Requirements
Essential Qualifications & Experience
- Fluent in English, both written and spoken skills
- Excellent written/verbal communication skills and be able to communicate effectively at all levels
- Excellent interpersonal skills and be able to build strong relationships with local finance teams.
- This is a 6-month full-time internship and the excepted start date is December 2025.
Essential skills / competencies (Technical / behavioral / leadership)
- Strong academic background, preferably a Master’s Degree in Accounting or Finance. Knowledge/Interest in financial services.
- Understanding of the financial control function and the underlying processes.
- Advanced in Microsoft Excel and have excellent analytical skills to summarize information and highlight the critical areas.
- Multi-tasking skills. Attention to detail, adherence to the highest quality standards.
- Working collaboratively – Maintain positive and productive working relationships with the various stakeholders.
- Proactivity / Creativity in the proposition of solutions to improve the existing set-up.
What is this position about?
The E2E Onboarding Lead’s primary focus is to oversee the KYC journey of the onboarding or periodic review of a Legal Entity until account opening or operationally ready to trade, acting as the point of contact to address any KYC related matters for the LE and internal stakeholders.
This E2E Coordinator role is based in Hong Kong but oversees APAC regions (Korea, Australia, Singapore & Southeast Asia Financial Institutions, Taiwan) clients as well as all Corporate and Investment Banking business lines (Global Market, Global Banking, Securities Services)
What would be your typical day at BNPP Paribas look like?
Primary Role Responsibilities
Ensure clients receive the highest standard of KYC experience.
• Manage the onboarding & recertification pipeline at the country level, based on business governance, business priority preferences and operational capacity.
• Review the gap analysis performed by the Data Officer and ensures Data Officer uses available internal & external sources for document collection to limit the list of documentation to be sent to client. When the LE is a subsidiary of a Business Group, ensure the re-use Parent KYC elements.
• Collect documents from clients & from Relationship Managers (including local add-ons of secondary sites if any).
• Explain and convince stakeholders by articulating requirements, local regulations if needed. Seek alternatives within framework, if any.
• Help Business for KYC related tasks and necessary information/elements that can help them to perform their Call Memo/ Qualitative Risk Assessment and sign off.
• Act as the main point of contact between the client, business, and other internal functions all along the KYC process.
• Handle KYC related inquiries timely to reduce any delay and/or loss of business.
• Assist the RM in identifying and proceeding with offboarding of entities.
• Continually seek ways to improve KYC process and client journey by leveraging on client feedback, and effectively implementing updated guidelines.
Efficient & effective coordination with all internal teams
• Ensure client needs are understood by all teams involved, such as Data Officer, Screening, Referential, Legal, Credit, Operations, etc. to efficiently prioritize book of work.
• Effectively communicate the onboarding & recertification status to internal stakeholders and clients by ensuring expected turnaround time are met.
• Pre-empt client complaint and escalation due to poor follow up of queries.
Other contributions
• For recertification in case of several entities in the same Business Group in the country, optimize pipeline in synchronizing Next Review Dates of legal entities.
• Contribute to pipeline management and status tracker.
• Contribute to the Permanent Control framework.
• Contribute to reliable data quality.
• Ability to interpret and articulate the guidelines provided by the Group Policies and Procedures to govern the KYC/AML process.
• Implement global initiatives in the region (including but not limited to automation, process improvement or digitalization plans)
What is required for you to succeed?
• Minimum 3-5 years’ experience in any of the following areas preferred: Client Onboarding & periodic review, KYC / AML, Compliance, Client services, Operations.
• Background in Corporate and Investment Banking preferred, exposure to Capital Market, Investment Banking or Securities Services products is a plus.
• General understanding Investment Banking legal terms and agreements
• Able to work independently and collaboratively across functions and regions, in a diverse working environment.
• Demonstrate strong communication & interpersonal skills, ability to federate multiple teams toward a same goal.
• Able to evaluate and assess information to make recommendations and to escalate when necessary.
• Self-motivated, organized, and attentive to details
• Able to work under pressure and tight deadlines.
• Excellent analytical and problem-solving skills (Project management experience is a plus)
• Fluent in English (Chinese Mandarin or any other Asian language is a plus)
• Able to suggest and implement innovative solutions to existing and future issues.
• Proficient with Microsoft suite
About BNP PARIBAS
As the leading European Union bank, and one of the world’s largest financial institutions with an uninterrupted presence in the region since 1860, BNP Paribas offers a wide range of financial services for corporate, institutional and private investors spanning corporate and institutional banking, wealth management, asset management and insurance.
We passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued and encourage applicants of all backgrounds, including diversity of origin, age, gender, sexual orientation, gender identity, religion applicants who may be living with a disability. We have a number of internal employee networks in place to empower our staff to act and challenge the status quo.
• BNP Paribas PRIDE is highly active in favour of the LGBTQIA+ community
• BNP Paribas MixCity which fosters better representation of women at all levels of the organization
• Ability, the mutual aid network for employees with a disability or a disabling or chronic illness
• BNP Paribas CulturAll which celebrates diverse backgrounds
BNP is committed to financing a carbon-neutral economy by 2050. The Group is a founding member of the Net-Zero Banking Alliance and has set up its own Low Carbon Transition Group to support its clients through their energy transitions.
https://careers.apac.bnpparibas/
More information
BNP Paribas – Diversity & Inclusion Journey
BNP Paribas – The Bank Of Green Changes
Award Obtained
BNPP has won Top employer Europe award in a 10th consecutive year
What is this position about?
The Regional Coordinator – Client Referential is a key regional position to the APAC / ISPL Client Referential Head. Working closely with the APAC Head of Client Referential, to coordinate the day to day production, quality control and distribution of client referential data across the 12 APAC territories. The role connects the sites and ISPL teams, ensures that the required controls are in place, monitors operational risk exposures and supplies the Head with the KPI / dashboard information needed to govern the referential effectively.
The Coordinator supports the Head to set strategic direction while driving the execution, monitoring, and continuous improvement of the client referential front line processes.
Primary Role Responsibilities
Governance & Daily Production Steering
• Implement the Head’s policies across all 12 territories, ensuring a consistent ownership model and adherence to the regional data governance framework.
• Coordinate daily production schedules with each territory and with ISPL, guaranteeing timely data extraction, validation and distribution.
• Maintain and circulate up to date procedures and stewardship guidelines; act as the single point of contact for any procedural clarification.
• Prepare and deliver regular KPI dashboards (data quality, timeliness, version control, error rates) to the Head and the regional management, highlighting trends and deviations.
2.2 Change & Transformation Support
• Log, assess and prioritize change requests (new fields, system upgrades, process redesigns) originating from the territories or ISPL.
• Assist the Head in planning and rolling out transformation initiatives (automation, platform migrations, RPA/APIs).
• Deliver training, communications and user support for new tools and processes; capture lessons learned and update change management documentation.
2.3 Operational Risk & Control Management
• Monitor key risk indicators and raise alerts to the Head and control functions (OPC, ORM).
• Support incident response activities and regulator inspection preparation within the client referential scope, ensuring all required evidence and remediation plans are provided.
• Together with territory and ISPL, ensure control activities (data quality checks, version control sign offs, stewardship approvals) are performed consistently and are documented in the control framework.
2.4 KPI & Dashboard Production
• Design, build and maintain the regional client referential performance dashboard and continuously fine tune the KPI set, data feeds and visualizations as processes, regulatory requirements and business priorities evolve.
• Produce concise analytical syntheses of KPI trends – translating raw data into actionable insights and executive level briefings for the APAC/ISPL Referential Head and APAC Management.
Other contributions
• Contribute to BNPP Control Framework
• Collaboration with other teams and department
What is required for you to succeed?
• Bachelor Degree or equivalent
• 10+ years of experience in banking / finance industry.
• Proven track record of coordinating multi country or multi regional initiatives across APAC (or similar geographically dispersed environment).
• Experience with risk monitoring, incident response, or regulatory compliance in a financial services or related industry.
• Demonstrated involvement in change management or transformation programmes (process redesign, system migration, automation rollout).
• Communication & Influencing – clear written and verbal skills; capable of presenting to senior leadership and building consensus among culturally diverse teams.
• Data centric knowledge and experiences (data governance, master data management, data quality, or client referential operations).
• Hands on exposure to data quality tools, workflow automation (RPA/APIs) and reporting platforms (Power BI, Tableau, Cognos, etc.) is a plus
About BNP PARIBAS
As the leading European Union bank, and one of the world’s largest financial institutions with an uninterrupted presence in the region since 1860, BNP Paribas offers a wide range of financial services for corporate, institutional and private investors spanning corporate and institutional banking, wealth management, asset management and insurance.
We passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued and encourage applicants of all backgrounds, including diversity of origin, age, gender, sexual orientation, gender identity, religion applicants who may be living with a disability. We have a number of internal employee networks in place to empower our staff to act and challenge the status quo.
• BNP Paribas PRIDE is highly active in favour of the LGBTQIA+ community
• BNP Paribas MixCity which fosters better representation of women at all levels of the organization
• Ability, the mutual aid network for employees with a disability or a disabling or chronic illness
• BNP Paribas CulturAll which celebrates diverse backgrounds
BNP is committed to financing a carbon-neutral economy by 2050. The Group is a founding member of the Net-Zero Banking Alliance and has set up its own Low Carbon Transition Group to support its clients through their energy transitions.
https://careers.apac.bnpparibas/
More information
BNP Paribas – Diversity & Inclusion Journey
BNP Paribas – The Bank Of Green Changes
Award Obtained
BNPP has won Top employer Europe award in a 10th consecutive year
What is this position about?
The Client Services Management team is part of the global Client Development team responsible for all client management related activities (ie 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 optimised 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 organisation 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 organisation to ensure that the client experience with BNP Paribas is optimised, 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.
What would be your typical day at BNPP Paribas look like?
The Client Service Manager is responsible for ensuring overall satisfaction of their assigned client(s) across the full scope of services delivered by BNP Paribas Securities Services locally or globally.
The Client Service Manager pilots the client experience to achieve a desired level of service across the entire organisation. By understanding the client business and service expectations, the Client Service Manager translates this into service delivery requirements for each team responsible for the service delivery. The Client Service Manager ensures that all client touch-points across BNP Paribas Securities Services are optimised by ensuring each contact person understands the big picture of the client, what the client values and how each person’s role in impacts the client experience. The Client Service Manager should guide everyone to look at services from the clients’ point of view and empower everyone involved directly or indirectly with the client to take the actions required to ensure the best possible client experience.
The Client Service Manager also leads service reviews with the client. The aim is for the Client Service Manager to assess the on-going satisfaction of the client with the service delivered, to identify and to oversee actions to ensure continuous improvement of the client satisfaction.
For clients not covered by a Relationship Manager, the Client Services Manager is also responsible for the commercial activities for the client in terms of business development and revenue protection. This includes preparing response to RFPs, Business Acceptance Committees (BAC), pricing, contracts and credit line requests, in addition to KYC recertification, credit line monitoring, legal updates and billing.
The Client Service Manager should be seen as a “champion” of client focus and the optimal client experience leveraging the “Uplifting Service” principles.
Primary Role Responsibilities
For all clients, Service Management responsibilities :
– Build client knowledge and trustful relationships
o Develop a strong contact network across the client organisation
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 organisation and providing clarity for the required actions to serve the client
o
– 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 organisation 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 Organise 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
For clients not covered by a Relationship Manager, in addition to the Service Management responsibilities, commercial responsibilities :
– New business development and business at risk management
o Lead client relationship locally
o Protect revenues from related to existing business (without quantitative sales objectives)
o Coordinate response to client business requests, RFIs and RFPs, including pricing proposals in coordination with Client Lines and Market Specialist
– Relationship Management duties
o Carry-out KYC recertification within the prescribed timeframe and continuous vigilance responsibility
o Support the credit process by providing direct input on the client entity’s activity and ensuring adequate credit lines are in place
o Follow client revenues by checking first invoice after implementation / repricing and by regularly reviewing revenue reports
o Lead renegotiation of contracts, including incremental legal provisions, and local agreements
o Manage repricing requests and provide budget inputs
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, (including the analysis of ESG factors through the ESG assessment framework when acting as SBO)
What is required for you to succeed?
Qualifications and Experience
• Financial industry experience or professional qualifications relating to the financial markets, asset management or securities services, ideally within a client servicing or operational environment
Essential skills
Client orientation
• Extensive experience in a role with a strong client management focus
• Proven track record of working within a client servicing environment
Team and collaborative work
• Proven track record of working within an financial services operations environment
• Proven behaviours for effective teamwork and influencing others to work collectively towards a common goal
Communication
• Ability to communicate at all levels in an organization
• Effective written and oral communication in [local language] and English
Interpersonal skills
• Ability to foster and maintain strong interpersonal internal and external relationships
• Competent strategic thinker with the ability to identify and implement solutions
• Adaptability to changing environments and ability to work under pressure
Leadership skills
• Demonstrate leadership, assertiveness, and define clear deliverables
• Demonstration of innovative/creative thinking, problem-solving and taking initiative to identify and implement solutions
• Proven track record of results and quality orientation
• Demonstrated behaviours of being organised, structured and able to recognise essential elements
Other skills:
Detailed knowledge of Securities Services products
About BNP PARIBAS
As the leading European Union bank, and one of the world’s largest financial institutions with an uninterrupted presence in the region since 1860, BNP Paribas offers a wide range of financial services for corporate, institutional and private investors spanning corporate and institutional banking, wealth management, asset management and insurance.
We passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued and encourage applicants of all backgrounds, including diversity of origin, age, gender, sexual orientation, gender identity, religion applicants who may be living with a disability. We have a number of internal employee networks in place to empower our staff to act and challenge the status quo.
• BNP Paribas PRIDE is highly active in favour of the LGBTQIA+ community
• BNP Paribas MixCity which fosters better representation of women at all levels of the organization
• Ability, the mutual aid network for employees with a disability or a disabling or chronic illness
• BNP Paribas CulturAll which celebrates diverse backgrounds
BNP is committed to financing a carbon-neutral economy by 2050. The Group is a founding member of the Net-Zero Banking Alliance and has set up its own Low Carbon Transition Group to support its clients through their energy transitions.
https://careers.apac.bnpparibas/
More information
BNP Paribas – Diversity & Inclusion Journey
BNP Paribas – The Bank Of Green Changes
Award Obtained
BNPP has won Top employer Europe award in a 10th consecutive year
What is this position about?
The APAC Business Continuity Manager (BCM) will in charge of the Business Continuity (BC) process in Asia Pacific.
What would be your typical day at BNPP Paribas look like?
Oversee and support APAC territories in the implementation of BCM and Operational Resilience activities.
Primary Role Responsibilities
In this role, you will
• Oversee the Asia Pacific Business Continuity activities in all territories
• Manage and oversee implementation of Group and CIB level tool related to BCP
• Coordinate and animate various territories and entities BCMs to disseminate good practices, share solutions and achieve synergy
• Organize and maintain the regional documentation and guidelines to ensure the Region BC Strategies and Practices remain relevant and robust
• Assist territories as appropriate in responding to incidents/crises
• Coordinate with ICRO to ensure that ICP are aligned with BCP objectives
• Support the OPC for their annual PPS-BCM GCL and monitor/support the closing of all findings
• Contribute and advise the territory BCM in their review of the territory business continuity strategy
• Work with territory BCM to raise awareness and mobilizing employees to respond to situations where the Business Continuity Plan (BCP) is triggered.
• Oversee of APAC territories and ensure compliance to Local, Regional and Group regulatory requirements and internal guidelines
• Ensure the Bank is prepared to sustain critical business services in case of regional extreme but plausible scenarios
• Support the build of contingency solutions, enabling short-lived workarounds in case of major IT disruptions while infra & applications are being restored
• Support the Operational Resilience programme with target operating model, while continuing to deploy the Operational Resilience framework
What is required for you to succeed?
• Good analytical skills and control mindset, ability to integrate various information and synthesize them
• Strategic/Planning/Project Management experience/Supervisory skills
• Coordination and multi-tasking skills, ability to interact with Operations staff and Senior Management
• General Banking Knowledge with experience working for Financial Institutions
• Knowledge of the APAC BCM and Operational Resilience Regulations
• Knowledge if Operational Risk and Permanent Control
Required education/certification/licenses
• Minimum 5 years of experience in Business Continuity, Internal control, Audit, Operational Risk and/or with IT/Cyber experience.
• Proficient in Microsoft Office Suite
• CISA/CRISC or equivalent certification (optional)
About BNP PARIBAS
As the leading European Union bank, and one of the world’s largest financial institutions with an uninterrupted presence in the region since 1860, BNP Paribas offers a wide range of financial services for corporate, institutional and private investors spanning corporate and institutional banking, wealth management, asset management and insurance.
We passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued and encourage applicants of all backgrounds, including diversity of origin, age, gender, sexual orientation, gender identity, religion applicants who may be living with a disability. We have a number of internal employee networks in place to empower our staff to act and challenge the status quo.
• BNP Paribas PRIDE is highly active in favour of the LGBTQIA+ community
• BNP Paribas MixCity which fosters better representation of women at all levels of the organization
• Ability, the mutual aid network for employees with a disability or a disabling or chronic illness
• BNP Paribas CulturAll which celebrates diverse backgrounds
BNP is committed to financing a carbon-neutral economy by 2050. The Group is a founding member of the Net-Zero Banking Alliance and has set up its own Low Carbon Transition Group to support its clients through their energy transitions.
https://careers.apac.bnpparibas/
More information
BNP Paribas – Diversity & Inclusion Journey
BNP Paribas – The Bank Of Green Changes
Award Obtained
BNPP has won Top employer Europe award in a 10th consecutive year
What is this position about?
We are creating a new position of Industry Consultant that will cover the Pharmaceutical/Healthcare services sector for APAC [1] region. This role will be created in our “EIS [2] APAC” team located in Hong Kong.
The main missions of the EIS team are:
- To contribute to the development of BNP Paribas APAC Corporate client base, by proactively identifying commercial prospects corporate in key sectors exhibiting sustainable growth potential and identifying new priority sectors in the frame of client franchise development.
- To provide unbiased and independent judgement / industrial opinion in the form of analyses and/or screening of companies or projects or sectors, to be used in credit decision processes.
- To support more generally global EIS sectoral and anticipation studies.
What would be your typical day at BNPP Paribas look like?
The industry consultant in charge of the APAC Pharmaceutical/Healthcare services sector will work in strong coordination with the EIS Pharmaceutical/Healthcare services team located in BNP Paribas Headquarters in Paris.
He/she will specifically cover the regional players of Pharmaceutical/Healthcare services sector.
In this role, you will
- provide industry research reports regarding corporates (clients or prospects of BNP Paribas APAC) and industrial sector studies aimed at identifying business opportunities and/or assessing risks to be addressed to the Business and RISK teams in APAC.
- identify and to monitor prospects being, or positioned to become industry leaders in the covered industrial sectors with a focus on APAC region.
- join client meetings and to perform industry related visits.
- anticipate changes (of which technology, industry, regulation, market) that might affect the sectors and the corporates.
- enhance in-depth knowledge of the sectors and corporates under her/his coverage.
- manage data providers, in collaboration with other functions of the bank.
- contribute to the global industrial analysis activities of the EIS team, RISK or business.
Communication and efficiency:
- interface, to develop interactions and to enhance networking with the main stakeholders of which Investment Banking CIB APAC, RISK APAC, and EIS Paris.
- work closely with EIS Paris, to fulfill EIS’s best practices and quality insurance procedures, and to ensure compliance with BNP Paribas processes.
- efficiently communicate pertinent and concise opinions at credit and screening committees.
- debrief industrial sector studies to BNP Paribas APAC employees and management.
- be exposed to BNP Paribas APAC including at high level, and to safeguard EIS / Industry Research positioning as the reference for industrial knowledge of the covered sectors.
- enhance external networking and to keep up-to-date her / his industrial knowledge in a fast-evolving environment.
What is required for you to succeed?
- Degree in Pharmacy preferably or University/Masters degree (advanced degree is preferred), preferably complemented by a finance degree (e.g. MBA).
- Minimum of 7 years of experience in Pharmaceutical/Healthcare services industry (e.g. pharmaceutical laboratory, API/pharmaceutical ingredient production, Medtech,…) . Alternatively, senior Financing / risk position in banking and / or business management; senior analyst having covered industrial companies in APAC.
- Industrial and financial analysis experience and/or capabilities, understanding of companies’ financial report (Income Statement, Balance Sheet, Cash Flow).
- Analytical & synthesis skills; track record of providing unbiased and independent judgement.
- Agile and anticipation mind-set; proactive and autonomous within defined framework.
- Strong team player.
- Communication skills, both written and oral, to interact effectively with colleagues, with external clients and with stakeholders such as senior management of BNP Paribas APAC.
- Presentation skills to deliver key messages in an effective way, and to adapt to the audience.
- Proficiency in MS Office.
- English language. Chinese Mandarin and / or French speaking is an advantage.
- Knowledge in Biotech and big data and/or artificial intelligence is an advantage.
[1] BNP Paribas’s APAC region includes following territories, Australia & New Zealand, Greater China (including Hong Kong and Taiwan), South East Asia (including Indonesia, Malaysia, Singapore, Thailand, and Vietnam), India, Japan, Korea, and others.
[2] Industry Research department, or « EIS » Etudes industrielles et Sectorielles in French.
As the leading European Union bank, and one of the world’s largest financial institutions with an uninterrupted presence in the region since 1860, BNP Paribas offers a wide range of financial services for corporate, institutional and private investors spanning corporate and institutional banking, wealth management, asset management and insurance.
We passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued and encourage applicants of all backgrounds, including diversity of origin, age, gender, sexual orientation, gender identity, religion applicants who may be living with a disability. We have a number of internal employee networks in place to empower our staff to act and challenge the status quo.
•BNP Paribas PRIDE is highly active in favour of the LGBTQIA+ community
•BNP Paribas MixCity which fosters better representation of women at all levels of the organization
•Ability, the mutual aid network for employees with a disability or a disabling or chronic illness
•BNP Paribas CulturAll which celebrates diverse backgrounds
BNP is committed to financing a carbon-neutral economy by 2050. The Group is a founding member of the Net-Zero Banking Alliance and has set up its own Low Carbon Transition Group to support its clients through their energy transitions. https://careers.apac.bnpparibas/
Award Obtained
BNPP has won Top employer Europe award in a 10th consecutive year.
What is this position about?
Be a contributor to the team’s success in completing routine Bank Guarantee related operations and looking for rooms to improve efficiency within the Bank’s internal control framework
What would be your typical day at BNPP Paribas look like?
Primary Role Responsibilities
• Support all aspects of Bank Guarantee Operations relating to the drafting, provide comment and advice, issue/amendment/cancel of the Guarantee and counter guarantee
• Monitor the workflow and procedures to be running in proper paths enabling the Quality Target could be achieved.
• Manage / follow-up the payment of commission as per instruction.
• Ensure proper and relevant authorization/management/compliance approval/vigilance scan checks and/or bank line are obtained for each transaction.
• Ensure Bank Guarantee issued is according to procedures, rules and relevant guidelines.
• Monitor the release of guarantee liabilities of the counter-guarantee issuing bank following the cancellation of the Bank Guarantee, where applicable or provide instruction of Back office
• To provide instructions to Back Office received from client or APAC/ other regional sites through email or other supportive means where necessary and upon requests from sites within operation agreement.
• Maintain TWIST workflow system to have complete supporting documents relating to Bank Guarantee transactions.
• Maintain physical transaction files archival management ensuring relevant information and original bank guarantee applications are kept orderly.
• Contribute to the implementation of operational permanent control policies and procedures in day-to-day business activities to minimize any potential operation risks.
• Comply with regulatory requirements, internal guidelines & compliance policies.
• Any other activities relating to trade operation processing as assigned by Management.
• Bring direct contribution to BNPP operational permanent control framework.
• Minimize operational failure, including but not exclusively the risk of fraud by helping to devise and by implementing sufficient regular controls.
• Ensure appropriate escalation to management and/or permanent control (or compliance as appropriate) as soon as an issue is identified.
• Comply with the BNPP standards of Code of Conduct.
• Comply with the BNPP IT Security policies.
• Anti‐Money Laundering / Financial Sanctions “AML/FS”) related duties: Operations are an integral part of the control framework including for AML/FS topics. In that respect, in performing your role you are expected to ensure adherence to AML/FS‐related Group Policies and execution of associated operational controls, and to promptly escalate any resulting hit for analysis and decision.
Other contributions
• Share knowledge and experience with colleagues in team to build up team spirit;
• Contribute and support businesses in product delivery with professional comments.
• Contribute to resolve and identify blocking matters
• Coach / assist team members in achieving the objective
• Assist Unit Head to run the Team smoothly.
What is required for you to succeed?
• 3-4 years relevant Bank Guarantee operations experience
• Chinese speaking / reading is a MUST
• Team spirit contributor / builder
• Good communication in speaking / writing in English
• Be open-minded in adopting / sharing new challenges
Required education/certification/licenses
• University degree
• Knowledge of ICC rules such as but not limited to URDG / ISP / UCP
• Relevant ICC certification / qualifications such as CDCS / CSDG
About BNP PARIBAS
As the leading European Union bank, and one of the world’s largest financial institutions with an uninterrupted presence in the region since 1860, BNP Paribas offers a wide range of financial services for corporate, institutional and private investors spanning corporate and institutional banking, wealth management, asset management and insurance.
We passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued and encourage applicants of all backgrounds, including diversity of origin, age, gender, sexual orientation, gender identity, religion applicants who may be living with a disability. We have a number of internal employee networks in place to empower our staff to act and challenge the status quo.
• BNP Paribas PRIDE is highly active in favour of the LGBTQIA+ community
• BNP Paribas MixCity which fosters better representation of women at all levels of the organization
• Ability, the mutual aid network for employees with a disability or a disabling or chronic illness
• BNP Paribas CulturAll which celebrates diverse backgrounds
BNP is committed to financing a carbon-neutral economy by 2050. The Group is a founding member of the Net-Zero Banking Alliance and has set up its own Low Carbon Transition Group to support its clients through their energy transitions.
https://careers.apac.bnpparibas/
More information
BNP Paribas – Diversity & Inclusion Journey
BNP Paribas – The Bank Of Green Changes
Award Obtained
BNPP has won Top employer Europe award in a 10th consecutive year