OVERVIEW

Our client, a provider of securities services to corporates, asset managers and financial institutions, currently seeks an individual to maintain and organically develop existing relationships by becoming a trusted advisor and managing the client's expectations and perceptions around the quality of the bank’s contracted service and delivery.

JOB DESCRIPTION

• To maintain and organically develop existing relationships with a specific client base, 
  ensuring the relationship is meeting both the clients’ and the bank’s needs.

• Responsible for the well being of the existing relationship with the client(s), and being
  a professional and trusted advisor for them

• To manage client's expectations and perceptions around the quality of BNPParibas’s
  contracted service and delivery.

KEY RESPONSIBILITIES

• Tracking client satisfaction

o        Pre and post implementation, track service levels, progress and client
          satisfaction, by liaising with the relevant internal teams, e.g. operations. 

o        Proactively check how happy the key client stakeholders are at agreed
           milestones.

o        Monitor the quality of the contracted services across all relevant parts of the
          UK business.

o        Liaise with the relevant Client Service Managers (CSMs) to ensure client
          satisfaction levels are maintained through the competent delivery of the
          required products and service across the organisation.

o        Manage client review meetings, in order to monitor, understand and influence
          the client's perception of the bank’s service.

o        Foresee client needs and harness the bank’s various teams to deliver added
          value to the client, in line with Coverage strategy.

• Problem Solving and Dispute Resolution

o        Escalate service issues by co-ordinating with the appropriate
          internal technical, product or operational expert.

o        Oversee to completion the resolution of service issues with reference to the
          Service Level Agreement.

o        Influence operations so as to continually raise the standards of service that
          the client experiences, both in resolving client issues and to exceeding
          expectations.

o        Ensure the bank’s management is aware of significant or potentially
          significant issues in a timely fashion.

o        Conduct prompt resolution of client complaints and disputes.

o        Manage the SLA and negotiate Change

o        Monitor delivery against the SLA and as the client requirements change,
          negotiate alternations to the SLA in a way that satisfies the client and the
          bank.

o        Where further sales opportunities emerge, engage with the Relationship
          Manager to ensure the deal review process is engaged.

o        Manage the agreement of service standards with the CSM and/or relevant
          business teams as well as the negotiation of these standards in respect
          of commercial discussions, achieving a positive result for both the bank
          and the client.

o        Observe the change control processes for all changes to service or ad hoc
          development work.

o        Work with SRM or Business Developers and relevant business areas to
           identify new business opportunities.

o        Support the implementation of new initiatives.

• Revenue Management

o        Ensure there is a substantiated and managed revenue stream which
          supports a revenue budget or forecast.

o        Ensure:

•          the tariff database is up to date with known services and current tariffs;

•          revenue drivers, upon which billing is calculated, are complete and
           missing items/data  gaps closed off and reconciled for the future;

•          services billed are consistent with contracted services and ensure
           all additional innovations are captured and invoiced;

•          additional service or development work performed is captured
           consistently within a repeatable billing process, driven by the change
           control process

•          There is no aged debt over 60 days unless in dispute. 

•          Action plans for prompt resolution of disputed items are in place.

o        Review fee tariffs, internally and with the client, in accordance with the
          contract and service provision.

o        Provide substantiated figures for the budget and re-forecast processes.

o        Monitor and manage the client's business profile, e.g. transactions,
           instruments to ensure tariff and revenue remains aligned to workload with
           the bank’s business.

• Developing Client Relationships

o        During the sale process, at a time deemed appropriate, introduce the
          business developers and relationship managers to the client stakeholders.   
          The aim being to build relationships; understand the client and their service
          requirements and objectives.

o        Be able to create allies across all levels of the client's organisation;
          influencing opinions as and where appropriate.

o        Manage the business protocols between the bank and the client to
           establish a professional and trusted basis for the relationship.

o        Ensure all CRM tools are updated and used in an appropriate and timely
           fashion.

o        Proactively handle a client's business evolution and related service
          requirements.

o        Develop detailed understanding of the client's organisation, seeking to
          understand the client's strategy and direction.

• Client Communication Strategy

o        Develop a client communication strategy designed to enhance the client's
          perception of the bank.

o        Build and execute a communication plan for clients with managers and
          Relationship Managers, to positively influence the client's perception of
          the bank.

o        Encourage the client to proactively support the bank by sharing with other
          clients their perception of value delivered by the bank.

• Internal Communications and Team Building

o        Pro-actively engage with all areas of the business.

o        Build relationships across all areas of the business.

o        Support the internal governance processes in place for the management
          of clients in the UK.

o        Be a trusted advisor to the business in respect of the client's needs,
          ensuring a strong understanding of the client and their expectations exist
          in the bank.

• Industry, client and knowledge of the bank.

o        Develop industry knowledge via research and meetings on a regular and
          frequent basis

o        Understand the bank’s people and capabilities

o        Understand the Client's organisational structure

o        Lead and influence client's thinking in terms of industry trends and the
          bank’s innovation to drive forward standards around client service,
          management and delivery.

o        Be responsible for developing and sharing internally market and competitive
           information learned, thus influencing the development of the bank’s service
           and products.

REMUNERATION

Highly competitive and reflective of the candidate’s seniority and experience.  Healthy bonus and usual banking benefits on top

For further information, please contact:

Victoria Kahane,

Consultant,

Incarter International Ltd.

Chelsea Office:                                         Mayfair Office:
9 Smith Street                                           Denman House, 2nd floor,
London SW3 4EE                                    20 Piccadilly
                                                                     London W1J 0LA

Tel: +44.20.7856.1322
Mobile: +44.7816.783.113
Email: victoria@in-carter.com
Websites:  www.in-carter.com; www.e-searchinternational.com