Manager, Client Service(Permanent)

**Position Purpose**:
The purpose of the role is to manage a team of client service managers and ensure the delivery of quality service to clients across all segments.The Team Manager Client Services will be responsible for the running of a team of client service managers who work in partnership with relationship managers on strategic and market strategic clients and/or are responsible for the complete relationship for smaller and less complex core clients.

**Key Responsibilities**

**Strategic**:

- Work closely with the other Team Managers Client Services to review current client service team structure and allocation of clients to ensure optimal performance from the client service managers and BPSS client portfolio on an ongoing basis.
- Day to Day Management of client service managers who are responsible for daily queries from the larger and more complex clients across all segments and working alongside the relationship manager on strategic and market strategic clients and/or full ownership of core client relationships.
- Working with Relationship Managers, Sales, Product, Management team to ensure clients under your responsibility are profitable

**Client service management**:

- Accountable for client satisfaction as it relates to the functions that lie within client services towards BNP Securities Services clients spanning all segments
- Working alongside operations, relationship managers and product team to ensure the delivery of service to clients meet their needs in a high touch, productive and efficient manner
- Building and maintaining high standards of performance amongst client service team members and delivery of best practices at all times
- Ensuring the client service team is trained and knowledgeable about the products, functions and technology used by their clients to better serve them
- Champion the use of and encourage team to utilise Uplifting Service principles and tools to improve client experience
- People management including training and coaching in skills and competencies of staff to continuously meet changing client needs
- Presenting to clients and prospects as required the breadth of quality services delivered by the client service team and ensuring the team members are coached to present the same as required
- Coordinating with other BNP Paribas locations on relationships where Australia is the global buying centre of client relationships to ensure the global delivery of client service to a global client meets a consistent high quality standard
- Developing, maintaining and sharing knowledge on client, market, industry, competitive product offering and regulatory developments
- Participating in the design and implementation of new or enhanced products and services across locations as relevant
- Working as a team with the other managers of the Client Services team as well as the sales and relationship management team
- Ensure Relationship Management duties including KYC/AML, commercial and legal function are completed for clients under perimeter and that you/ team:

- Carry-out KYC recertification within the prescribed timeframe and continuous vigilance responsibility
- Initiate the KYC recertification and/or onboarding and monitor document collection and completeness.
- Ensure timeliness and quality of the KYC process. No overdue KYC files
- Escalation required if due date is at risk of being delivered
- Contributes to assess the relevance and appropriateness of offering and/or maintaining certain products and services of the Bank in view of KYC sensitivity
- **Team management**:

- Provide strong leadership and management to the Client service team.
- Introduce a disciplined working environment in daily tasks, rigorous processes, goal setting and deliverables to set a minimum standard of performance
- Assess team performance and provide regular feedback through scheduled regular team meetings and one-to-ones.
- Provide continuous feedback via the About Me tool.
- Manage the appraisal process in which objectives are agreed with team members and discussed throughout the year and finalised during the year end performance appraisals
- Contribute to staff coaching providing support and guidance to motivate staff to maximise performance
- Ensure all staff has the required skill, expertise and knowledge in order to perform their role. Supporting staff to complete a personal development plan where necessary
- Conduct regular team meetings to share group and business updates and sharing best practice to constantly improve client focus
- Delegate tasks to staff appropriately and in a responsible manner
- Foster career development opportunities for talented team members and support them through mobility

**Competencies (Technical / Behavioural)**

Client Focus - Complete commitment to provide professional, accurate and timely responses to our clients’ needs and to changes in the market

Collaborative approach - Supports and shows respect for others. Puts people first, and works effec