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Lead Global Markets Client Support Team in Lisbon, overseeing quality, SLA, and incident management across BNP Paribas.
Drive client reporting, team development, and cross‑skilling in a hybrid work environment.
About the job
The Global Markets Client Support Team Leader is responsible for the day to day management of the team, ensuring quality standards are maintained and exceeded. The objective is to ensure the correct and timely production and distribution of various reports (valuation, event notifications and regulatory reports) and that the officers provide the client with an indicative price of their product at a given point in time.
Your Main Activities Are
- Lead and prioritise the support team’s work load as well as provide technical and managerial leadership to the team
- Build and maintain effective working relationships within BNP Paribas and external business such as clients, suppliers, partners
- Ensure any quality management processes to the team’s activities are followed e.g. ensuring all support methods, procedures and tools are robust, fully tested, of high quality and fit for purpose
- Ensure completeness of root cause for major/critical incidents and where possible resolve or provide workarounds, suggestions and improvements to mitigate future incidents
- Manage all requests, ensuring full compliance to agreed SLA’s, security policies and procedures
- Proactively monitor applications/systems to capture potential issues before they occur, in accordance with monitoring/maintenance procedures
- Continually review the service provided to end-users and customers to ensure it meets agreed service levels and all customers’ requirements e.g. liaising with stakeholders. Identify improvements to the service provided
- Assist with the formal and informal development of the support team to enhance their skillset and promote cross-skilling; carry out effective and timely performance management of the support team members in line with BNP Paribas guidelines
- Design appropriate metrics for reporting on key performance and quality indicators while continuously improving the team operates
- Develop and maintain standard support procedures and other documentation
Profile and Skills to Success
- Bachelor Degree in Economics / Finance / Accounting or related
- At least 5 years of experience with Banking and Financial Operations
- Advanced level of English, both written and oral
- Knowledge in MS Office Pack (Excel)
- Attention to detail / rigor
- Ability to develop others and improve their skills
- Analytical ability
- Communication skills, both written and oral
- Creativity and innovation / problem solving
- Client focused
#LI-Hybrid
Why joining BNP Paribas?
- Leading banking institution – BNP Paribas is a leader in the Eurozone, and a prominent international banking institution with strong roots in Europe’s banking history. It has a presence in 65 countries, with around 190 000 Employees – including more than 145 000 in Europe.
- Our presence in Portugal – Since 1985, BNP Paribas was one of the first foreign banks to operate in the country. Today, the Group has around 7 100 employees across several entities operating directly in the territory, offering a wide range of integrated financial solutions to support its clients and their businesses.
- International reach – Thanks to its international presence and regular and close collaboration among its different entities, BNP Paribas has the resources to support all clients with financing, investment, savings and protection solutions that help make their projects a success. BNP Paribas holds key positions in its three core operating divisions: Retail Banking, Investment & Protection Services, Corporate & Institutional Banking division.
- Commitment towards work/life balance – At BNP Paribas we care about our employees wellbeing and promote a culture of good integration between work and rest. We believe our employees have rich personal lives outside of work, being fundamental to be disconnected from work to recharge both physically and mentally. Only through this balance we may all be at our best while working.
- Remote Working Conditions – At BNP Paribas, we embrace a Smart Working framework based on trust, autonomy and collaboration. Within this framework, eligible employees can benefit from flexible remote working modalities adapted to our hybrid working environment.
- To find out more on why you should join BNP Paribas visit https://bnpp.lk/why-BNP-Paribas-Portugal
Diversity and Inclusion commitment
Diversity and Inclusion commitment – BNP Paribas is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.
* Please note that only applications submitted in English will be considered.
In case you are selected for this role, further documentation will be requested to support your hiring process.