Account Manager

ACCOUNT MANAGER - CASH CUSTOMER SERVICE (JOB NUMBER: 1 B000530)

**Mission**
Acting as the single point of contact for BNPP Complex Centralized clients
Deliver and ensure high quality of service, support and client satisfaction.
Play a key role in understanding the client’s business and become an advisor to evolve the client Cash Management setup

**Objectives**
To provide the best client satisfaction possible
To maintain the high-level 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 in coordination with all business partners and internal teams
- Manage the “Selfcare” promotion to the client, as part of the bank’s digitalization project
- To coordinate with CMCC Business Incident Communication team or local Incident Manager if there is any and Cash Customer Analyst for communicating with the client on Cash Management incidents:

- Identifying and alerting the clients, measuring the importance of the impacts
- Informing and communicating regularly until the end of the issue
- Creating a post-incident plan in liaison with local Incident Manager if there is any and acting according to it
- To guarantee client’s satisfaction and client’s satisfaction improvement:

- Be an active member of the Account Manager community to share and learn best practices
- Continuously build a network to facilitate tasks that involve multiple countries/ stakeholders
- Be the external single point of contact (for the client)
- Be the internal single point of contact (for any BNP Cash Management stakeholder acting on the client)
- Measure the client satisfaction with all servicing departments
- Organize and lead client meetings on Cash Management related topics
- Manage the client pain points:

- Ensure coordination of all stakeholders to solve any Cash Management related projects
- Take in charge post-implementation projects:

- Manage client post implementation projects (scoping, planning, technical specification, testing, go live)
- Responsible for implementing and supporting clients across all electronic banking channels in alignment with the support teams
- Completion of all legal documents
- Ensure billing has been adequately set up
- Manage all testing requirements as part of the implementation process and co-ordinate internal resources
- Provide end-to-end support of electronic channel solutions in close collaboration with the local & transversal team:

- Host high-quality training sessions (via WebEx or face-to-face) to clients on the usage of the bank’s proprietary online banking platform to ensure autonomy of users and reduce the number of day-to-day queries thereafter
- Provide expert and informed guidance to clients on testing of payment files from a formatting, payment scheme and regulatory perspective, troubleshooting and resolving any failures
- Co-ordinate and work alongside the Local & Transversal team on matters related to e-banking and other products & processes covered by the Local & Transversal team
- Active interaction with Cash Management Competence Centre to ensure that product knowledge is kept up to date at all times
- Support Cash Management Sales:

- Participate in meetings with prospective clients alongside Front Office teams and Head of Cash Management to present the bank’s proprietary online banking platform and act as point of reference/expertise on all matters relating to the bank’s e-channels product suite
- Actively participate in RFIs/RFPs

Raised product development or improvement suggestions, as well as sharing feedback from clients on the bank’s CM product offering

Create and continuously update a client product and services map of current services, technical setup and key internal and external stakeholders
**Knowledge and functional / technical expertise**:

- Understanding of BNPP Group Organization
- Completion of BAU Cash Management products
- Excellent technical knowledge of payment/reporting file formats, e.g. ISO20022 (pain and camt), SWIFT (MT101, MT940/942), Local Channel
- Understanding of different types of domestic and cross-border cash management and liquidity management products
- Good understanding of domestic and cross-border payments types, e.g. ACH vs RTGS, settlement processes and methods
- Cash Management risks and procedures
- Project management methodology (problem clarification, meeting organization, presentation, reporting)
- Proficient in the use Microsoft Office

**Soft skills/mindset**:

- Excellent analytical and problem-solving skills
- Excellent communication skills both verbal and written
- Ability to communicate in English (fluently) and any other language is a plus
- Ability to communicate fluently in one of the local languages (German or French)
- Be customer experience driven
- Excellent organizational skills and time management skills
- Ability to