Head of Client Delivery, New Zealand

4 weeks ago

Wellington City, New Zealand BNP Paribas Full time

**Department purpose / objectives**:
Client Delivery is responsible for delivering on our service commitments to our clients, most notably the agreed services in the service level agreements and our agreed changes. Changes may be driven by our clients, regulators, market practice or for internal improvements, efficiencies and risk management. The overall goal is to successfully deliver on these promises whilst achieving a ‘desired’ level of client satisfaction.

The team consists of the core service delivery teams and IT & change specialists and an onboarding team.

BP2S operates a global operating model. This means that there are processing centres around the world that are included in our delivery oversight. Specifically there are larger staff footprints in Chennai and Mumbai who contribute to the overall service delivery to New Zealand clients, as well as other locations around the region.

This department partners with the other teams in the business to achieve our outcomes, most notably the client coverage teams (Sales, Relationship Management, Client Service) and the product leadership (Client Lines).

**Purpose of the position**:
The Head of Client Delivery role is a key member of the New Zealand leadership team and will lead all New Zealand Operations teams.

The overall success will be seen through accomplishment of the following objectives:

- Provide a high-quality service to clients in a secured operating environment while ensuring full efficiency and minimising risks
- Articulate and roll-out the local business delivery model taking into account global Client Delivery strategy and priorities and specific local dynamics and obligations
- Set a standardised environment enabling the delivery of business model matching the needs defined by the Client Lines
- Implement rationalisation in business delivery model across the various operational departments
- Lead, drive and execute on all Operational and IT initiatives and business transformational projects

As such, the incumbent is expected to set the business up for success through the following leadership behaviours:
**Delivering results**: Focuses on accountability, action and outcomes to deliver business outcomes that at a minimum meet the stated objectives in line with the documented and agreed overall business mission and goals
- Provide
- **strategic direction**, both within Client Delivery and the wider business. This is expected to require consideration for industry, market and external business factors; envisaging future scenarios and alternatives; creating strategies balancing short-term needs and long-range goals

**Simplify complexity** by looking past symptoms, identifying underlying causes; recognising interrelationships and patterns in diverse issues; giving sense to complex problems, focusing on most critical information

**Make decisions** by integrating multiple sources of information, arriving at optimal solutions; managing in the face of ambiguity, ensuring progress on activities; assumes responsibility for own decisions

**Build and motivate a high performing team**: shapes roles to leverage and develop skills; facilitates interactions across the division and functions; creates an environment that rewards excellence

**Acting as an exemplary and inspirational role model**: demonstrates the courage to do what is right; models and inspires high levels of integrity;

**Being a continuous agent of change**: dynamic leadership to continuously identify and deliver on areas for improvement in the way the business operates
- Contributing to a
- **collaborative and inclusive** work environment.

**Compelling external engagement** (whether with clients, prospects or other stakeholders)

**Robust executive engagement **within the business governance

**Key Responsibilities**
- Ensure excellence in service delivery in cooperation with Client Services- Ensure a ‘desired’ result (in line with SLAs) & efficient local implementation in collaboration with all teams- Act as escalation point for service delivery issues within the location & ensure a proper escalation to offshore Client Delivery teams and leadership when needed- Develop an efficient operational relationship with clients by ensuring client requests and queries are responded to efficiently- Define & monitor service quality metrics and, when required, articulate action plans to improve service quality- Ensure excellence in change delivery
- Minimise the operational risk and ensure the local business continuity plan is available, tested and kept up to date
- Drive the local business delivery model by aligning local operational resources to global development plans and priorities
- Drive the roll-out locally of global Client Delivery initiatives (e.g. efficiency, rationalisation, digitalisation)- Ensure implementation of new product capabilities as per Client Lines roadmap- Document the local business delivery model through standard memorandum and procedures- Ensure full adheren

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