Operational Client Relationship Manager (OCRM)

What is this position about?

Within the CIB ITO Client Engagement and Protection of BNP Paribas CIB, the Operational Relationship Management team is owning strategic and long-term relationship with key operational stakeholders of Global Markets (GM) priority C100 clients.

We are seeking a motivated and experienced Operations Client Relationship Manager to join our dynamic team in Japan.

Primary Role Responsibilities

Build relationships with GM priority clients based in Japan and act as single point of contact for client escalations.
Foster and create genuine relationships and constant communications with client senior operations leads from the bank’s T20 and C100 priority clients.
Act as client’s advocate across BNPP Operations and Technology for gathering feedback and providing opportunity for our clients to share operation performance feedback
Ability to leverage internal client analytics to measure Operations performance, proactively reach out to clients to address lagging performance.
Leads the preparation for and delivery of regular operational reviews, scorecard meetings and other strategic meetings to monitor operational performance.
Regularly connect with business stakeholders to discuss business and operational areas impacting the client relationship and align objectives across the business and ITO functions.
Collaborate with local and global operational teams to deliver solution to clients. Escalates complex cases to Senior Management in OCRM or Operations Management.
Assist in the growth of BNPP’s OCRM brand by contributing or owning programs focused on KPIs, Fintech Agenda, regulatory awareness, and industry partnerships.
Work in alignment with global OCRM initiatives to deliver services excellence to clients.
Functional engagement ownership in line with Global OCRM coverage.

Other contributions

List 3 or 4 of lesser importance but still significant and which merit recognition

What is required for you to succeed?

Description of experience required – i.e.; technical and behavioral competencies – keep to 5-6 points

5+ years of experience in client relationship management or operations, preferably in the financial or bank sector.
Client-focused mind set with excellent communication and relationship management skills.
Fluent in Japanese and Advanced in English (both written and spoken) to communicate with operational stakeholders of the Bank’s priority clients and internal stakeholders.
Understanding of Japanese business culture and practices.
Professional knowledge of full end-to-end operational processes (pre and post trade) for Financial Services.
Strong experience of Financial Institutions and Global Markets products is an advantage and ability to apply the knowledge to improve our processes and procedures.
Excellent coordination, prioritization, and multi-tasking skills.
Strong ability to influence senior stakeholders within BNPP functions as well as at client level.
Work autonomously and successfully to manage team workload.
Proficient in data analysis and performance metrics.
Advance knowledge of Microsoft software i.e. PowerPoint and Excel.

Required education/certification/license