Relationship Manager, Registry Oversight

**Department overview**

The Registry Oversight Team is responsible for overseeing the Registry service provided by OneVue Fund Services, and other external registry providers. The team sits within the Client Delivery division and is responsible for supporting, and developing activities, practices and opportunities that will expand the Registry services provided to our existing and new clients.

OneVue is a provider of registry and member administration services across managed funds, investment platforms, SMSF and superannuation funds. They provide registry services to several BNP Paribas clients, under a sub-contract arrangement, where BNP Paribas contracts for the services directly with the Client.

Providing oversight of other external registry providers is required, to ensure a standardized approach to inbound and outbound registry data that touches BNP Paribas.

The Registry Services Oversight team key focus areas include:

- Ensuring relevant contracts, SLA’s, rate cards are in place with OneVue - and management of the periodic review of the SLA and Business Rules
- Incident management, including recording all OneVue incidents in the BNP Paribas incident management tool and monitoring through to resolution
- Review of OneVue Incident reports, ensuring appropriate details of issue cause, remediation & preventative measures
- Review OneVue performance including, but not limited to, delivery against service level agreements and escalate as appropriate within BNP Paribas and OneVue.
- Review of monthly KPI’s to clients, investors, regulatory bodies and to BNP teams
- Assist in the resolution of escalated operational difficulties
- Participate in regular client meetings (some weekly, some monthly) as required
- Participate in regular OneVue oversight meetings
- Point of escalation for issues with BAU, periodic services, systems and infrastructure, change management and transitions
- Review OneVue Invoices and tracking through to payment
- Oversee change management that impacts Registry and/or BNP Paribas registry interfaces & processes
- Project lead as required, including regulatory or client requested change activity
- Other activities include:

- Quarterly review of Compliance Certificates and SLA attestations from OneVue
- Reconciliation report to be reviewed weekly
- Quarterly review of OneVue staff access to BNP Paribas registry client data, Client access to
- OneVue Web Portal, BNP staff access to TA and 3rd party access to OneVue Web Portal
- Annual review of ISAE3402 report from OneVue
- Participate and or co-ordinate due diligence including annual BNP Paribas DD and client DD, including tracking of action items through to completion.

**Purpose of the role**:
The Registry Oversight Relationship Management role encompasses a wide range of requirements, including detailed operational aspects (dealing with operations staff at OneVue Fund Services and internally at BNP Paribas), as well as the very high level aspects, including dealing with senior managers and executives of our service providers. The role will require regular contact with Client Service Managers and with clients.

**Key responsibilities**:
**Client Liaison**
- Provide escalation point for Registry related client service queries directed to BNP Paribas
- Oversee OneVue KPI’s and KRI’s and incorporate into BNP Paribas periodic service reporting
- Review of OneVue Business Rules at take-on and for incremental changes

**Service Management**
- Point of escalation for OneVue service issues - registry processing, call centre, IT infrastructure.
- The Operations Service Delivery Analyst will work with stakeholders to manage and resolve issues
- Incident management - facilitate client incident reporting process including the reporting of incidents in the BNP Paribas incident monitoring systems
- Monitoring and reporting of KPI’s & KRI’s
- Management of implementation of new and amended services
- Participate in service management governance forums
- Act as a Registry Subject Matter Expert (SME) to guide BNP Paribas departments on registry related matters, and communicate BNP Paribas requirements to OneVue as necessary

**Vendor Management**
- Assist with finalising service level agreements and rate cards, ensuring these are in place prior to commencement of services
- Monitor OneVue service and project invoices for accuracy; query and resolve where appropriate and facilitate payments through BNP Finance
- Assist with the annual due diligence process ensuring OneVue have the appropriate governance frameworks and controls
- Monitor all inputs of OneVue into the relevant BPSS compliance programs (client compliance certification, ISAE3402, FATCA, AML/CTF)
- Ensure OneVue and BNP Paribas DRP and BCP models are tested successfully

**Product management**
- Assist the OneVue RM & Oversight Manager to support the BNP Paribas Product and Client Services teams in regards to:

- Management of any changes with the OneVue services agreement
-