Job Description
AVP / VICE PRESIDENT (JOB NUMBER: CLI002015)
Job Description
Job Title:
AVP / VP - Client Services
Date:
Department:
Client Services
Location:
Chennai
Business Line / Function:
Client Development
Reports to:
(Direct)
Grade:
(if applicable)
(Functional)
Number of Direct Reports:
Nil
Directorship / Registration:
Position Purpose
The Head of Client Services for the IOC is responsible for the activities of the Client services & APAC Client Development support in the location, which is responsible for the transversal management of the overall client experience for clients based in the location and for clients using services in the location.
This means providing management, guidance, information, tools and support to ensure the client service managers are able to optimise their oversight of service delivery in the location.
The Head of Client Services for the location is a key figure in the management team of the location to ensure that all of the areas across the business work together to optimise the activities which ultimately impact the client experience.
The team manager also represents the location in the global project to transform the overall management of the client experience of the Securities Services business across all locations and to ensure an efficient, consistent and quality approach to achieving the global client services team’s mission.
The Head of Client Services should be seen as the local champion leveraging on the uplifting service culture, language and toolkit.
Responsibilities
The head of client services manages the team of people responsible for the following:
Client
Understand the client’s strategy and requirements to enable Securities Services to deliver on the client needs
Manage the operational contact between 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 actions required to service the client
Identify and produce appropriate key management information / business metrics (based on the global standards) to communicate and facilitate the client relationship
Host client service governance meetings
Manage APAC outsourcing expectations. Support service reviews and due diligence questionnaires.
Coordinate visits for existing clients; ensure regular formal performance reviews are conducted with clients according to strategic priorities and client needs
Document, coordinate and oversee resolution of problems or issues affecting the quality of service delivery and the overall client experience
Ensure clients receive appropriate market and service information by managing the distribution lists for updates and newsletters
Identify and coordinate service delivery modifications in response to changes in the client activities by raising change projects within the existing service scope
Ensure proper coordination of relationships with third parties related to the client activity, including third party asset managers, auditors and external middle office service providers
Optimise the digital client experience by ensuring the digital interfaces meet client needs
Oversee activity for account opening and new business on-boarding
Organisation
Engage the Operations teams in the pursuit of service quality delivery and improvement
Ensure an aligned service delivery and communication approach to clients across internal business lines (Asset Owners, Asset Managers, FI&C, Alternative Investors)
Facilitate the resolution of escalated operational issues across the organisation by establishing and overseeing a formal service governance framework
Monitor the performance of the service delivery against the operating procedures and service levels agreed with the client
Use issue logs (query database) for review both internally and with the client
Manage process for formal complaints
Maintain action plans and Service Level Agreements (SLAs) and ensure they are fit for purpose and up to date
Manage the client contact for the on-boarding and account opening processes and coordinate activities with the business implementation teams
Ensure consistent messages are delivered to the client around business recovery incidents in accordance to issued guidelines
Fully adhere to BNP Paribas Compliance, Financial Security (Know Your Customer “KYC”, Anti-Money Laundering “AML”, Anti-Bribery and Corruption “ABC” and Sanctions), Conduct & Risks policies
Business
Refer new business development opportunities to the Relationship Manager/ Management teams, as required
Contribute to product/service development initiatives
Contribute to client strategy meetings with relationship managers
Contribute to the development of the BNP Paribas SA brand and market reputation
Specific local activities covered by Local CSM Head: (Please include here any specific activity like FMLT, RFP Team etc..)
Technical & Behavioral Competencies
Extensive experience in a role with a strong client management focus
Prior management positions in a fast moving, complex environment
Proven ability for clear and professional communication, written and oral (fluency in English and local language required)
Ability to identify and implement solutions in a competent and creative manner
Ability to work effectively in teams
Ability to effectively influence decisions and actions transversally even without direct management control
Ability to foster and maintain strong interpersonal internal and external relationships
Experience in securities services operational activities useful
Experience in operational activities of securities services clients useful
Specific Qualifications (if required)
Skills Referential
Behavioural Skills: (Please select up to 4 skills)
Personal Impact / Ability to influence
Client focused
Decision Making
Critical thinking
Transversal Skills: (Please select up to 5 skills)
Ability to inspire others & generate people's commitment
Ability to anticipate business / strategic evolution
Ability to manage / facilitate a meeting, seminar, committee, training…
Ability to develop and leverage networks
Ability to develop others & improve their skills
Education Level:
Master Degree or equivalent
Experience Level
At least 8 - 15years
Other/Specific Qualifications (if required)
Primary Location
: IN-TN-Chennai
Job Type
: Standard / Permanent
Job
: OPERATION PROCESSING
Education Level : Master Degree or equivalent (> 4 years)
Experience Level : At least 10 years
Schedule
: Full-time
Job Description
Job Title:
AVP / VP - Client Services
Date:
Department:
Client Services
Location:
Chennai
Business Line / Function:
Client Development
Reports to:
(Direct)
Grade:
(if applicable)
(Functional)
Number of Direct Reports:
Nil
Directorship / Registration:
Position Purpose
The Head of Client Services for the IOC is responsible for the activities of the Client services & APAC Client Development support in the location, which is responsible for the transversal management of the overall client experience for clients based in the location and for clients using services in the location.
This means providing management, guidance, information, tools and support to ensure the client service managers are able to optimise their oversight of service delivery in the location.
The Head of Client Services for the location is a key figure in the management team of the location to ensure that all of the areas across the business work together to optimise the activities which ultimately impact the client experience.
The team manager also represents the location in the global project to transform the overall management of the client experience of the Securities Services business across all locations and to ensure an efficient, consistent and quality approach to achieving the global client services team’s mission.
The Head of Client Services should be seen as the local champion leveraging on the uplifting service culture, language and toolkit.
Responsibilities
The head of client services manages the team of people responsible for the following:
Client
Understand the client’s strategy and requirements to enable Securities Services to deliver on the client needs
Manage the operational contact between 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 actions required to service the client
Identify and produce appropriate key management information / business metrics (based on the global standards) to communicate and facilitate the client relationship
Host client service governance meetings
Manage APAC outsourcing expectations. Support service reviews and due diligence questionnaires.
Coordinate visits for existing clients; ensure regular formal performance reviews are conducted with clients according to strategic priorities and client needs
Document, coordinate and oversee resolution of problems or issues affecting the quality of service delivery and the overall client experience
Ensure clients receive appropriate market and service information by managing the distribution lists for updates and newsletters
Identify and coordinate service delivery modifications in response to changes in the client activities by raising change projects within the existing service scope
Ensure proper coordination of relationships with third parties related to the client activity, including third party asset managers, auditors and external middle office service providers
Optimise the digital client experience by ensuring the digital interfaces meet client needs
Oversee activity for account opening and new business on-boarding
Organisation
Engage the Operations teams in the pursuit of service quality delivery and improvement
Ensure an aligned service delivery and communication approach to clients across internal business lines (Asset Owners, Asset Managers, FI&C, Alternative Investors)
Facilitate the resolution of escalated operational issues across the organisation by establishing and overseeing a formal service governance framework
Monitor the performance of the service delivery against the operating procedures and service levels agreed with the client
Use issue logs (query database) for review both internally and with the client
Manage process for formal complaints
Maintain action plans and Service Level Agreements (SLAs) and ensure they are fit for purpose and up to date
Manage the client contact for the on-boarding and account opening processes and coordinate activities with the business implementation teams
Ensure consistent messages are delivered to the client around business recovery incidents in accordance to issued guidelines
Fully adhere to BNP Paribas Compliance, Financial Security (Know Your Customer “KYC”, Anti-Money Laundering “AML”, Anti-Bribery and Corruption “ABC” and Sanctions), Conduct & Risks policies
Business
Refer new business development opportunities to the Relationship Manager/ Management teams, as required
Contribute to product/service development initiatives
Contribute to client strategy meetings with relationship managers
Contribute to the development of the BNP Paribas SA brand and market reputation
Specific local activities covered by Local CSM Head: (Please include here any specific activity like FMLT, RFP Team etc..)
Technical & Behavioral Competencies
Extensive experience in a role with a strong client management focus
Prior management positions in a fast moving, complex environment
Proven ability for clear and professional communication, written and oral (fluency in English and local language required)
Ability to identify and implement solutions in a competent and creative manner
Ability to work effectively in teams
Ability to effectively influence decisions and actions transversally even without direct management control
Ability to foster and maintain strong interpersonal internal and external relationships
Experience in securities services operational activities useful
Experience in operational activities of securities services clients useful
Specific Qualifications (if required)
Skills Referential
Behavioural Skills: (Please select up to 4 skills)
Personal Impact / Ability to influence
Client focused
Decision Making
Critical thinking
Transversal Skills: (Please select up to 5 skills)
Ability to inspire others & generate people's commitment
Ability to anticipate business / strategic evolution
Ability to manage / facilitate a meeting, seminar, committee, training…
Ability to develop and leverage networks
Ability to develop others & improve their skills
Education Level:
Master Degree or equivalent
Experience Level
At least 8 - 15years
Other/Specific Qualifications (if required)
Primary Location
: IN-TN-Chennai
Job Type
: Standard / Permanent
Job
: OPERATION PROCESSING
Education Level : Master Degree or equivalent (> 4 years)
Experience Level : At least 10 years
Schedule
: Full-time
💡 Quick Summary
Seeking a career-building opportunity? The AVP | Vice President position is now open for candidates interested in the Bank Jobs sector. This role in Chennai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
