Cash Customer Account Manager

About BNPP: 

 BNP Paribas is the European Union’s leading bank and key player in international banking. We operate in 63 countries and have nearly 183,000 employees globally. 

 Our mission is to contribute to a responsible and sustainable economy by financing and advising clients according to the highest ethical standards. We offer secure, sound and innovative financial solutions to individuals, professional clients, corporates and institutional investors while striving to address the fundamental challenges of today with regard to the environment, local development and social inclusion.

 About BNPP in the Nordics

 BNP Paribas is the global bank with the strongest presence on the ground in the Nordic region. We have close to 900 employees based locally in the Nordics and offer our clients a wide range of services through our business units; BNP Paribas Corporate and Institutional Banking, Arval, BNP Paribas Asset Management, Alfred Berg, BNP Paribas Cardif, BNP Paribas Factor, BNP Paribas Leasing Solutions, and BNP Paribas Personal Finance.

 BNP Paribas Corporate & Institutional Banking (CIB) offers corporates, institutions and public-sector clients a wide range of services from daily banking to value-added products and sophisticated investment banking solutions.

 Mission: 
 * Acting as the single point of contact for BNPP Complex Centralized clients
 * Deliver and ensure high quality of service, support and client satisfaction.  
 * Play a key role in understanding the client’s business and become an advisor to evolve the client Cash Management setup 

 Objectives: 
 * To provide the best client satisfaction possible
 * To maintain the high-level standards of excellence of the BNPP Cash Management Servicing

 Responsibilities: 

 To ensure a customer-experience driven daily servicing: 
 * Offer a positive experience to the client
 * Understand client requirements to simplify requests in coordination with all business partners and internal teams
 * Manage the “Selfcare” promotion to the client, as part of the bank’s digitalization project

 To coordinate with CMCC Business Incident Communication team or local Incident Manager if there is any and Cash Customer Analyst for communicating with the client on Cash Management incidents:
 * Identifying and alerting the clients, measuring the importance of the impacts
 * Informing and communicating regularly until the end of the issue
 * Creating a post-incident plan in liaison with local Incident Manager if there is any and acting according to it

 To guarantee client’s satisfaction and client’s satisfaction improvement:
 * Be an active member of the Account Manager community to share and learn best practices
 * Continuously build a network to facilitate tasks that involve multiple countries/ stakeholders
 * Be the external single point of contact (for the client) 
 * Be the internal single point of contact (for any BNP Cash Management stakeholder acting on the client)
 * Measure the client satisfaction with all servicing departments
 * Organize and lead client meetings on Cash Management related topics

 Manage the client pain points:

 * Ensure coordination of all stakeholders to solve any Cash Management related projects

 Take in charge post-implementation projects:
 * Manage client post implementation projects (scoping, planning, technical specification, testing, go live)
 * Responsible for implementing and supporting clients across all electronic banking channels in alignment with the support teams
 * Completion of all legal documents
 * Ensure billing has been adequately set up
 * Manage all testing requirements as part of the implementation process and co-ordinate internal resources

 Provide end-to-end support of electronic channel solutions in close collaboration with the local & transversal team:
 * Host high-quality training sessions (via WebEx or face-to-face) to clients on the usage of the bank’s proprietary online banking platform to ensure autonomy of users and reduce the number of day-to-day queries thereafter  
 * Provide expert and informed guidance to clients on testing of payment files from a formatting, payment scheme and regulatory perspective, troubleshooting and resolving any failures
 * Co-ordinate and work alongside the Local & Transversal team on matters related to e-banking and other products & processes covered by the Local & Transversal team 
 * Active interaction with Cash Management Competence Centre to ensure that product knowledge is kept up to date at all times 

 Support Cash Management Sales:
 * Participate in meetings with prospective clients alongside Front Office teams and Head of Cash Management to present the bank’s proprietary online banking platform and act as point of reference/expertise on all matters relating to the bank’s e-channels product suite
 * Actively participate in RFIs/RFPs 

 Raised product development or improvement suggestions, as well as sharing feedback from clients on the bank’s CM product offering 

 Create and continuously update a client product and services map of current services, technical setup and key internal and external stakeholders 

 Knowledge and functional / technical expertise: 
 * Understanding of BNPP Group Organization
 * Usage of all Cash Management related business applications
 * Completion of BAU Cash Management products
 * Excellent technical knowledge of payment/reporting file formats, e.g. ISO20022 (pain and camt), SWIFT (MT101, MT940/942), Local Channel 
 * Understanding of different types of domestic and cross-border cash management and liquidity management products
 * Good understanding of domestic and cross-border payments types, e.g. ACH vs RTGS, settlement processes and methods 
 * Cash Management risks and procedures
 * Project management methodology (problem clarification, meeting organization, presentation, reporting)
 * Proficient in the use Microsoft Office 

 Soft skills/mindset: 
 * Excellent analytical and problem-solving skills
 * Excellent communication skills both verbal and written
 * Ability to communicate in English (fluently) and any other language is a plus
 * Ability to communicate in the local language
 * Be customer experience driven 
 * Excellent organizational skills and time management skills
 * Ability to take initiative 
 * Ability to work as a team and share information with colleagues 
 * Be proactive and continuously improve your knowledge of Cash Management products and services

 Diversity Statement

 As the Bank for a changing world, we truly believe that promoting diversity makes it better. We welcome all talents and empower them to prosper in an inclusive workplace. Join us and bring your full self to work with your own experience and identity!