Cash Customer Daily Servicing Analyst

BNP Paribas is a leading European bank in terms of Cash management activity.

Cash Management Servicing represents a key business of CIB involving different poles of BNPP and relying on several teams all along the value chain. This is an activity acting for corporate clients in respect to their cash management services and products.

CIB Cash management’s objective is to be first in terms of quality of service, keeping the client at the heart of our activity and ensuring customers’ satisfaction.

EMEA CIB Cash Management Servicing organization started its transformation journey and a new model has been defined to support business ambition.

To accompany and monitor this transformation in a stimulating environment, we are looking for Leaders to join this pan-European challenge, managing Servicing teams, accompanying the new organisation implementation, based on new skills, new processes and on a new IT set-up.

You will work closely with the business and Sales (Cash Management, Relationship Manager, Business Manager, Local Product offer manager, etc. ), products teams (Cash Management payments and collection, Liquidity management, e-banking, etc ), and with EMEA Teams Hub.

**Mission**:
Acting for daily servicing activities as the single point of contact answering the Cash Management support and product requests of BNPP Corporate clients.

**Objectives**:

- To produce the best client satisfaction possible
- To maintain the 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
- Answer any question related to business as usual Cash Management support requests
- Promote “Selfcare” to the clients

To manage Cash Management incidents:

- Identify incidents and send alerts to the clients
- Measure the impacts of the incident and communicate them to the client
- Communicate with the client until the incident resolution
- Elaborate adapted reporting on recurrent incidents
- Understand requirements to simplify requests
- Create a post-incident plan and act on it

To continuously improve daily servicing quality:

- Investigate on clients Cash Management activity to identify potential servicing improvements
- Identify internal process optimization levers and communicate them to relevant stakeholders (BO, Compliance )
- Take part to improvement of client satisfaction and client satisfaction metrics (NPS)
- Work in close relationship with the Account Manager (if any) in order to ensure the best client satisfaction

**Knowledge**:

- Understanding of BNPP Group Organization
- Proficient in the use Microsoft Office

**Functional expertise**:

- Cash Management services and product details
- Cash Management transactions (reporting, payment means)
- Cash Management risks and procedures

**Technical skills**:

- Ability to communicate in English (mandatory) and possibly in Portuguese (appreciated)
- Ability to communicate in the country’s language
- Excellent communication skills both verbal and written
- Proficient in the use Microsoft Office
- Excellent analytical and problem-solving skills for Cash Management related topics

**Behavioural skills**:

- Communication skills oral & written (key)
- Client focused (key)
- Ability to collaborate/teamwork
- Attention to detail/rigor
- Adaptability
- Resilience
- Problem solving/Creativity & Innovation
- Organizational skills

**Transversal skills**:

- Analytical Ability (key)
- Ability to develop and leverage networks (key)
- Ability to develop and adapt a process
- Improve their skills
- Ability to work with Agile Practices

**Business skills**:
Operations and processes:

- Transaction Processing and data capture: Ability to follow processed on transactions and ensure rigorous and reliable data capture
- Middle Office Operations: Knowledge of administration activities, processed and procedures which support Treasury administration
- Control: Ability to verify operations, ensure that the procedures are being followed, follow up on results reached with regards to objectives set & identify the causes of anomalies or gaps. Knowledge of the internal control framework

Daily Banking: Knowledge of the corporate banking market, clients, activities, channels, products & services

**PRIMARY LOCATION**

**ES-Community of Madrid**

**JOB TYPE**

**Standard / Permanent**

**JOB**

**CUSTOMER RELATIONSHIP MANAGEMENT**

**EXPERIENCE LEVEL**

**At least 3 years**

**SCHEDULE**

**Full-time**

**REFERENCE**

**BNP-000855**

**APPLY**

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- (REF: BNP-000855)