Head of Client Engagement and Protection, Australia
BNP Paribas
- Sydney, NSW
- Permanent
- Full-time
1. Client Engagement & Protection (CEP) - Mandate and Target Operating Model (TOM): align all KYC teams in South East Asia to the TOM. Ensure a consistent and uniform operating model under the supervision of the Head of Ops and CEP & COO AU, in strong partnership with the Head of CRM/CAM APAC.
2. Ensure the standardization of KYC processes. Actively review current processes to achieve streamlining and improvement in the delivery of services to clients.
3. Drive and supervise production on KYC and Referential processes, and associated governance with APAC Management.
4. Partner with Business Partners, and support functions (Compliance, Legal) to review issues, propose solutions with a constructive/collaborative mindset. Assist clients in deploying and providing solutions
to organization problems.
5. Operation Permanent Control: Ensure that the Standard Operating Procedures are updated in a timely manner. Manage, drive Financial Security assignments (internal/external) and the consequent findings/recommendations to proper closure. Ensure read across on issues/findings/observations/OPC controls results. Cultivate an environment of awareness in the CEP teams of financial security, in particular in relation to AML/CFT.
6. Ensure that all staff participate/complete relevant compulsory trainings. Conduct relevant audits/control checks on outsourced tasks and outsourced party. Relevant KPIs, quantitative and qualitative, are to be implemented to ensure minimum level of quality is obtained.
7. Resources Management: Ensure that Skills Matrix is reviewed for each of the CEP staff in South East Asia and to apply the relevant training to ensure that the skills are updated. Allocate and use resources optimally. People care initiatives to be proposed and implemented. Own and drive the CEP SEA resources under budget with efficiencies and smartsourcing initiatives.
8. Manage Client Service/Referential team via ensuring Ebanking client queries etc are meet within a timely manner whilst work closely with Transaction Banking Team. Together with offshore support teams, ensure referential tasks and updates done correctly and timely.
9. Via regular team meetings, KPI data or issues that may arise, analysis current process and procedures and propose solutions. Following acceptances, assists to implementation stage and staff training whilst revising SOP's accordingly.
10. Participate with Client Service customer surveys which provided the bank valuable feedback
11. Manager Credit Transaction Management team whereby their function is to monitor, control and report on the risks taken by CIB on Corporates, independent from the business lines, applied on the entire Front to Back Credit Chain - from Front Office support to ITO Servicing.
12. Meet regularly with offshore support team ensuring KPI's are meeting and issues/challenges are discussed.Contributing responsibilities
1. Contribute to regional/global flagship projects: Client Lifecycle Transformation (CLCT): Passport, Reliance, Fenergo ; Atlas 2 Third Party Referential for SEA; GM Lifecycle; ITO CEP 2025 plan.