Client Services Manager

**Description of the Team**

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.

**Summary of the role**

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.

**Key Responsibilities**

**For all clients, Service Management responsibilities**:

- Build client knowledge and trustful relationships
- Develop a strong contact network across the client organisation
- Understand the client strategy and requirements to enable BNP Paribas Securities Services to deliver on the promises to meet client needs
- 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
- Oversee prompt resolution to clients complaints, and efficient response to requests
- 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
- 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
- Monitor the service delivery quality delivered (based on operational KPIs) according to the Service Level Agreements
- Organise regular formal service performance reviews with clients ac