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Client Service Operations Manager

Company: BNP Paribas Investment Partners USA Holdings, Inc.
Location: Tempe
Posted on: December 5, 2019

Job Description:

At Bank of the West, our people are having a positive impact on the world. We re investing where we feel we can make the most impact, like advancing diversity and women entrepreneurship programs, financing for more small businesses, and promoting programs for sustainable energy. From our locations across the U.S., Bank of the West is taking action to help protect the planet, improve people s lives, and strengthen communities. We are part of BNP Paribas, a global leader supporting the UN Sustainable Development Goals (SDGs). Yes, we re a bank, but as the bank for a changing world, we are continually seeking to improve the ways we help our customers, while contributing to more sustainable and equitable growth. Job Description Summary Responsible for overall Client Services Support unit, by maintaining and enhancing commercial relationships with existing internal clients through frequent meetings and discussions covering business strategy, new products, service requirements, and market developments. Essential Job Functions * Provides leadership and direction to client service specialists supporting depository accounts, cash management products and credit services * Maintains ongoing communications with internal business partners to ensure delivery of service to the customer is handled timely and meets service level agreements * Monitors internal processes and service levels, implementing enhancements to improve overall efficiency and client satisfaction * Responsible for customer service functions at all Cash Management Service geographic locations * Responsibilities cover both the corporate service office and the cash management service center * Responsible for creating, updating and maintaining department procedures and tracking non-adherence * Responsible for creation of department Risk and Control Framework and monthly risk and control self- assessment process * Gathers and maintains weekly and monthly departmental metrics. Performs data analysis to gain insights into representative performance and client behavior and uses data to rive reduction in volume and cycle time as well as improved performance Other Job Duties * Monitors group performance to ensure service level agreement (SLA) compliance * Tracks, interprets and reports key performance indicators * Communicates established quantitative performance goals * Oversees direct customer service for Corporate Commercial Banking Group and select Small Medium and Enterprise Business Banking customer portfolios * Maintain ongoing communications with the client to ensure customer is satisfied with delivery of service * Interacts with internal bank customers regarding customer issues and relationships * Develops and maintains proper and professional relationships with branch, regional and division managers, and communicates regularly with them on status of relationships serviced * Serves as project manager on Commercial Client Service integration-related projects associated with new acquisitions * Works with Manager Commercial Client Service on business requirements and project planning * Administers unit profit and loss statements for Commercial Client Service manager * Interacts directly with senior Information Technology management and staff on technical issue resolutions * Interacts directly with Commercial Product Management on product reliability and functionality issues * Interacts with senior management on customer service matters and service level agreement performance * Performs other duties as assigned Required Experience * Requires 10 years minimum experience in management; such as work scheduling, prioritizing, coaching/mentoring and process execution * Thorough knowledge of treasury solutions products and services. * Thorough knowledge of all operational and procedural issues related to those products and services. * Thorough knowledge of Customer Servicing. * Thorough knowledge of branch/financial operations. * Excellent written and verbal communication skills * Excellent attention to detail Equal Employment Opportunity Policy Bank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority / Female / Disabled / Veteran. Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations.

Keywords: BNP Paribas Investment Partners USA Holdings, Inc., Phoenix , Client Service Operations Manager, Executive , Tempe, Arizona

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