Cash Management Client Support Team Leader

**About the job**
- The Cash Management Monitoring Team Leader mission is to monitor the quality of the automated production, executed for the entire BNP Paribas group for the following perimeters: Payments, Swift and Cash Management. The main purpose is to move towards a better and more efficient incident management of recurrent critical incidents for clients thanks to a continuous improvement of operational processing quality, the Cash Management Control Tower, which operates 24/7 in 5 HUBs: Paris, Brussels, Singapore, Montreal and Lisbon. The Team Leader works with and supports the Support Officer in delivering high quality service, in accordance with the bank’s policies and procedures, as well as local and global rules and regulations

**Your Main Activities Are**

Monitor the quality of the automated production, executed by BDDF and BNPPF for the entire BNP Paribas group for the following perimeters Payments, Swift and Cash Management

Supervise the E2E flows that pass via Swift infrastructure, Payments and Cash, executed by BDDF and BNPPF on behalf of all the entities of the BNP Paribas Group

Ensure an efficient management of all production incidents and coordinate all interventions of all parties concerned in restoring the service, and ensure the support level 1 for the Middle Office Cash Management (CCS, MAEL, CSD, 2I, etc.)

Pilot the payment flows of sensitive clients of the Cash Management filière and support the monitoring tools and the restoring of the flows

Manage and coordinate team members when abnormal workload or activity issues arise, to identify and report training needs within the team, and contribute and play a central role to the team positive interactions and report motivational/professional issues

Work in close partnership and act as a coordinator with both internal and external stakeholders to manage client requests effectively, respect and promote the management system in place for production control and monitoring (e.g. whiteboard, Production meetings, Business Committees with Stakeholders (SLA), etc.)

Manage risk and ensure team development as well as define, implement and maintain activity metrics and reporting, developing quality of service, improve client satisfaction and Net Promoter Score

Available to do early/late shifts (7am-5pm) and to work on bank holidays

Organize regular team meetings to encourage exchange of ideas, monitor projects and initiatives, as well as to provide the team with the necessary means to do the job as expected (relevant training and coaching, motivating environment), implement and maintain activity metrics and reporting

**Profile and Skills to Success**

Bachelor’s degree in Economics, Finance or Accounting

From 3 to 4 years of relevant experience in Client Management or Banking and Financial Operations

Fluent (C1-C2) level of English

Ability to collaborate / teamwork

Attention to detail / rigor

Creativity, innovation and problem solving skills

Good communication skills (both oral and written)

Ability to develop others and improve their skills

Ability to understand, explain and support change

Skills in Office pack (namely in Excel, Word and PowerPoint)

LI-Hybrid

**Why joining BNP Paribas?**
- ** Leading banking institution**

BNP Paribas is the European Union’s leading bank, and key player in international banking. It operates in 63 countries and has nearly 183.000 employees, including more than 146.000 in Europe.
- ** Our presence in Portugal**

In Portugal since 1985, BNP Paribas today has more than 8.700 employees, distributed across the Group's 10 business entities established in the country. Its presence also extends to 11 excellence centres providing value-added services to various countries where the BNP Paribas Group also operates.
- ** 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**, a division that brings together all of the Group’s retail activities and specialised business lines;

**Investment & Protection Services**that include specialised businesses offering a wide range of savings, investment and protection services;

**Corporate & Institutional Banking**division that offers tailored financial solutions for corporate and institutional clients.
- ** Diversity and Inclusion commitment**
- ** 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**

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