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Account Manager
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**DAILY WORK**
**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.
**PROFILE**:
Account Manager can continue his career in divers Cash Management positions across EMEA.
**YOUR TEAM**:
CCS Switzerland is a team of Analysts and Account Managers, based in Zurich Switzerland. We provide daily support to Strategic Complex Centralized clients of the bank in German, French and English language.
**EXPERTISE AND SKILLS**
Business skills:
- Business/IT Relationship (Proficient)
- International Environment Knowledge (Proficient)
- EMEA (Proficient)
- IT Tests (Proficient)
- Middle Office Operations (Proficient)
- IT Knowledge (Expert)
- Cash Management & Corporate Deposits (Expert)
- Transaction Processing and Data Capture (Proficient)
Transversal skills:
- Ability to develop and adapt a process (Proficient)
- Ability to manage/facilitate a meeting, seminar, committee, training(Proficient)
- Ability to manage a project (Expert)
- Analytical Ability (Expert)
- Ability to develop and leverage networks (Proficient)
Behavioural skills:
- Client Focused (Expert)
- Ability to share/pass on knowledge (Expert)
- Organisational Skills (Expert)
- Communication Skills - Oral
