Client Service Manager
2 weeks ago
JOB NUMBER:
C D000491)
Department
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 role
The Client Service Manager is based in Wellington, and 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.
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 Agreemen
-
Associate Client Services Manager
2 weeks ago
Wellington, Wellington, New Zealand Public Trust Full timePublic Trust is New Zealand's largest trustee services organisation and we are passionate about helping thousands of families and businesses look after what is important to them.We are currently seeking an Associate Client Services Manager to join our Corporate Trustee Services (CTS) team located in our Wellington office.The role:Corporate Trustee Services...
-
Client Services
2 weeks ago
Wellington, Wellington, New Zealand Tangram Full timeOur BusinessTotally Vets is a dynamic veterinary company, providing services and products in the Manawatu, Horowhenua, Taumarunui and Tararua areas for companion animals, equine, and production animals.Our business thrives on talented people providing superior care and advice for the health, wellbeing and performance of animals. Our business is committed to...
-
Manager Client Service Delivery
2 weeks ago
Wellington, Wellington, New Zealand New Zealand Government Full timeAbout us The Ministry of Social Development is a people-centred organisation. We're in communities across the motu, working with partners to help New Zealanders be safe, strong and independent. We provide social policy and advice to government and assistance, including income, employment and housing support to people of all ages, families, whānau and...
-
Client Service Manager
2 weeks ago
Wellington, Wellington, New Zealand Progressive Full timeClient Service Manager - Remote Work word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word...
-
Client Services Coordinator
2 weeks ago
Wellington, Wellington, New Zealand Findex Full timeWrite your next chapter with Findex where you can grow your career with us from anywhere and be empowered to work in a way that best meets your needs and those of your team and clients.Client Services Coordinator/Invercargill Findex values your needs and allows you to be the best version of yourself Work around your family, lifestyle or personal commitments...
-
Client Service Coordinator
2 weeks ago
Wellington, Wellington, New Zealand Salt Recruitment Full timeJoin a leading consulting firm that helps transform organisations through a focus on culture change and leadership development, enabling individuals to reach their highest potential. They provide exceptional client service through using a variety of globally recognised tools, administered by their consultants or by their extensive network of Accredited...
-
Client Service Coordinator
2 weeks ago
Wellington, Wellington, New Zealand Salt Recruitment Full timeJoin a leading consulting firm that helps transform organisations through a focus on culture change and leadership development, enabling individuals to reach their highest potential. They provide exceptional client service through using a variety of globally recognised tools, administered by their consultants or by their extensive network of Accredited...
-
Client Manager
2 weeks ago
Wellington, Wellington, New Zealand one eighty recruitment Full timeWork on exclusive campaigns, focusing on delivery and successful placements Collaborate closely with a dedicated Talent Consultant and Business Developmen Enjoy a flexible work environment & a purposebuilt office spaceAt One Eighty Recruitment, we operate with a dynamic and effective delivery model that sets us apart.Our unique approach is divided into three...
-
Client Site Manager
2 weeks ago
Wellington, Wellington, New Zealand Canon Full timeAs a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services ANZ helps organisations optimise, automate and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their...
-
Client Services Officer
2 weeks ago
Wellington, Wellington, New Zealand Findex Full timeThe Opportunity Fhis is a fantastic opportunity for an individual to develop a long-lasting career with one of Australia and New Zealand's largest providers of financial services. If you have a desire to progress your career, then we want to hear from you What will your typical week look like? T- anaging client data, onboarding new clients P- reparing client...
-
Client Solutions Manager
2 weeks ago
Wellington, Wellington, New Zealand Capgemini Full timeCome and join a thriving company and become part of a diverse global collective of free-thinkers, entrepreneurs and industry experts who are all driven to use technology to reimagine what's possible. Capgemini. Get the future you want.Let's talk about the role and responsibilitiesAs a Solutions Manager you will be helping to shape Capgemini Services across...
-
Administrator Client Services
2 weeks ago
Wellington, Wellington, New Zealand University of Otago Full timeAdministrator Client Services (Wellington)2300649SHARED SERVICESCLIENT SERVICES WELLINGTON_Who we are/Mō te tīma_At the University of Otago Wellington campus, we teach medicine, radiation therapy, physiotherapy, postgraduate qualifications and papers, and undertake a wide variety of health-based research.We are proud to be a part of New Zealand's first...
-
Client Relationship Manager
2 weeks ago
Wellington, Wellington, New Zealand Cognizant Technology Solutions Full timeThe RoleWe are seeking a Client Relationship manager with strong experience in business development management to join our team in Wellington.As a Client Relationship Manager, you will maintain the company's relationships with an existing client or group of clients, with this role focusing on the health and public sector. You will develop strong...
-
Client Services Coordinator
2 weeks ago
Wellington, Wellington, New Zealand Skys the Limit Development Full timeAre you ready to join a Global Leader in the Personal Development and Success Education industry?We're looking for a dynamic, forward-thinking individual to join our team as Client Services Coordinator. This is not your typical 9-to-5 desk job - you'll work remotely, have flexible hours, in an independent role, supported by our team. Giving you the freedom...
-
Iplanit Client Services Team
2 weeks ago
Wellington, Wellington, New Zealand Aspirico Full timeClient Management Team activities involve variety of responsibilities, including:Project management Analysis and documentation of client business needs Ensuring that all projects are delivered ontime, within scope and within budget Support existing clients in best practice use of the system and training. Support iplanit business development activities such...
-
Client Relationship Manager
2 weeks ago
Wellington, Wellington, New Zealand Cultivate Full timeGreat careers within Financial Services Become a specialist within financial planning, kiwisaver and investments Career progression, stability, flexibility, be a specialistThinking about your next career move within financial services?... Feel like it's time to do something about it?...Cultivate has access to some pretty special opportunities within...
-
Client Director
2 weeks ago
Wellington, Wellington, New Zealand Capgemini Full timeAbout CapgeminiOver the last 18 months, we have tripled our business in Australia and New Zealand, along with organic growth, we acquired Intergen, instantly growing our footprint in the New Zealand market.Capgemini's extensive transformation capability coupled with global strategic partnerships and alliances, including our strength as one of Microsoft New...
-
Client Distribution Manager
2 weeks ago
Wellington, Wellington, New Zealand ANZ Banking Group Full timeAbout the roleAt ANZ our purpose is to shape a world where people and communities thrive. We're making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things- whether they're buying a home, building a business or saving for things big or small.The Client Distribution Manager role is critical...
-
Client Executive
2 weeks ago
Wellington Central, Wellington, New Zealand Absolute IT Recruitment Specialists Full timeWellington Central- Management, Leadership & Executive- An enticing and competitive package on offer- Full Time- Permanent- 01 Mar 2023We're looking for an experienced executive-level Client/Account Manager with a background in Systems Integration.This person will be responsible for managing high-level relationships with key Enterprise clients, and they will...
-
Financial Administrator/client Services
2 weeks ago
Wellington, Wellington, New Zealand Cultivate Full timeASAP start - $30-$35 an hour + holiday pay Wellington based supportive organisation Client Services + processing transactions + AML checksCompany, hours, location, duration:This role offers you the chance to grow your CV within an incredible organisation. They are based in Wellington city centre - close to public transport and looking for someone to start...
