BNP Paribas

ROLE DESCRIPTION AND PURPOSE

Client Account Managers play a key role within the Global Client Group at BNP Paribas Asset Management. Working in close tandem with Client Relationship Managers, their principal objective is to deliver an outstanding Client Experience to our Clients, drawing upon expertise from the entire Firm. Client Account Managers ensure that BNP Paribas Asset Management delivers on its promises to Clients.

The key focus of this role is on Taiwan Institutional and Wholesale Distribution Clients and Prospects.

KEY RESPONSIBILITIES

• Client Service
  • Establish and maintain high quality, long-term, ‘trusted advisor’ relationships with clients, deliver excellent client experience and proactively manage any risks to the relationship.
  • Act as a preferred point of entry for all client queries and requests, take full ownership and ensure adequate and satisfactory answers are provided within agreed timeframes.
  • Be responsive in dealing with issues and complaints as they arise, escalating in a timely and appropriate manner.
  • Monitor client satisfaction at all times and work with relevant stakeholders to improve the overall quality of service provided. Ensure service delivery in line with our client tiering model.
  • For wholesale distribution clients, act as primary contact of client queries about daily dealing, NAV reporting, payment processing, contract note and statement reporting, in collaboration with Transfer agent investor services teams in Asia and Europe.
  • Handle phone queries from retail public investors in appropriate manner and in compliance with internal guidelines.
  • Take lead in corporate action notice delivery process. Provide clear and adequate answers to client queries on the corporate action.
  • For Institution clients, act as the interface between clients and internal stakeholders to assist with the negotiating and implementation of services as stipulated in the legal documentation, working as required in conjunction with the centres of expertise.
  • Ensure high quality, timely and accurate delivery of client reports, in collaboration with the reporting, investment compliance teams.
  • Pilot on-site / online client visits and training: validate purpose for visit, assist in developing agendas, arrange logistical support as required and gather all relevant information and present in an appropriate format
  • Onboard new accounts, coordinate mandate changes, periodic review and closing in collaboration with the corresponding centres of expertise.
  • Ensure fee billing and revenue booking process is correct through collaboration with Finance team.
  • Manage client communication during operational events, including errors, delays, breaches, overdrafts, etc to ensure client impact is minimized and provide client with clear and comprehensive responses throughout and after the event is closed.
  • Deliver client communication on key events including organisational changes, key personnel changes, regulatory updates, etc, with the aim of asset retention.
  • Translation of materials where needed and requested by clients
• Business Relationship Management and Development
  • Maintain a comprehensive understanding of the capacity, products and services that BNP Paribas Asset Management is able to provide. Understand recent market movements, industry trends, competitor activities, and our positioning in the market.
  • Contribute to the pre-sales support through involvement in RFPs, RFIs, new fund setup forms and marketing materials preparation, in close collaboration with Client Relationship Manager.
  • Capture all the relevant client information, new service requests, operational issues and activity indicators in Salesforce
  • Contribute to the post-sales asset retention through involvement in regular DDQ and ad-hoc queries. Escalate to Client Relationship Manager if assets are deemed at risk.
  • Contribute to projects for new business model development
  • Assist the Sales team in reviewing client profitability and client risk, and with the implementation of any retention strategies put in place
  • Participate in client meetings, functions and events as appropriate
• Operational Risk Management
  • Be aware at all times of operational risk and adhere at all times to all relevant procedures.
  • Maintain comprehensive record of query management, complaints and incidents
  • Timely escalate operational incidents and take the ownership to coordinate their resolution
  • Take lead in compliant handling cycle, starting with receipt of client complaints, internal coordination for solution, providing satisfactory answers and follow-up responses, recording of complaint details for future regulatory inspection.
• Risk and Compliance
  • Adhere at all times to applicable laws, rules and regulations and internal procedures (Code of Ethics, management of conflicts of interest, client confidentiality, …)
  • Advise Compliance of any issues as soon as they may arise, with relevant escalation.
  • Ensure that clients are treated fairly at all times and client interests are protected
  • Be alert to possible or actual complaints from clients and manage these in line with agreed procedure
• Financial Security
  • Assume the 1st level control responsibilities for ensuring the implementation of the four-eye principle of the KYC/KYI policy, independently from Client Relationship Managers;
  • Drive the KYC/ KYI process during new account opening and periodic reviews
  • Facilitate AML/KYC document collection and be able to explain to Clients our KYC requirements and rationale behind them
  • Check the quality and completeness of the files
  • Perform relevant name screening, adverse news search, risk assessment and PEP validation
  • Submit all files requiring a review decision from either the CRM Management, Compliance or a Client Acceptance Review Committee
  • Proactively work with Centre of Expertise AML/KYC in Europe for global validation

KEY INTERNAL/ EXTERNAL RELATIONSHIPS

• Internal:
  • Client Relationship Managers
  • Client Account Management in Taiwan and APAC
  • Colleagues from the Colleagues from the Centres of Expertise in Europe: Fund Services, AML/KYC, Client Lifecycle Management, Reporting Solutions
  • Transfer Agent investor services in Europe and HK
  • Relevant stakeholders across the Firm and across different cultures/time zones: Portfolio Management, Traders, Legal, Compliance, Investment Risk and Compliance, Finance, Investment Operations, Fund and Mandate Operations, Product & Marketing etc.
• External:
  • Wholesale Distribution and Institutional Clients and Prospects in Taiwan
  • Retail end investors
  • English-speaking senior management of Instituional clients located in Europe/US
  • External stakeholders involved in servicing client accounts, e.g. custodian, fund accountants

ESSENTIAL QUALIFICATIONS & EXPERIENCE

• Technical and industry experience
  • 5-10 years of client service experience in the financial services industry, with at least 2 years in Asset Management, Wealth Management or Fund Administration.
  • Educated to Bachelor degree level
  • Excellent academic background, with good understanding of asset management and financial markets
  • Experience servicing Institutional and Wholesale Distribution Clients
  • Native fluency in Mandarin Chinese, written and spoken
  • Excellent command of English, written and spoken
  • KYC/Onboarding experience, project management experience, B-shares knowledge are an advantage
  • Strong interest in ESG and sustainable investing is an advantage
• Data/Digital skills
  • Data savvy: advanced working knowledge of Excel; working knowledge of Power BI, Tableau is a plus
  • Digital savvy: well versed in Salesforce (or other CRM tool), working knowledge of collaborative online tools like MS Teams, Sharepoint, other digital Client Engagement tools is a plus
  • Basic administration skills: Assist in obtaining signature approval and company stamp for payment, shareholder notice and agreement execution
• Personal attributes
  • Has high standards, values hard work and is results-driven:
    • Demonstrate maturity and upholds highest personal integrity standards
    • Is meticulous and precise. Makes sure to fully understand Client’s needs and the reasons behind them, from the big picture to the slightest detail
    • Gets things done: is rigorous, resilient, resourceful and relentlessly reliable; sets realistic expectations and follows through on commitments.
    • Has the ownership mind-set and practices radical personal accountability
  • Has high clarity of thought that manifests itself in:
    • Ability to analyse and structure complex problems into actionable solutions
    • Sharp business writing that gets things done
    • Systems thinking: understanding of interdependencies between different parts of the Firm
  • Has excellent collaborative, communication and interpersonal skills:
    • Builds and maintains excellent relationships with the Clients and across the Firm/cultures/time zones, treats everyone with dignity and respect
    • Communicates and presents clearly and persuasively
    • Demonstrates cultural awareness and sensitivity
  • Has growth mind-set: believes in own ability to learn, get better and achieve ambitious goals
  • Demonstrates enthusiasm, energy and drive