【BNPパリバ証券】Asset Management - Global Client Group - Head of Client Account Management, Japan
仕事内容
Key Responsibilities
Client Service
Establishes and maintains high quality, long-term, ‘trusted advisor’ relationships with Clients, allowing for both formal and informal interactions and ensuring that we always understand the actual Client experience, and actual Client intentions and proactively manage any risks to the relationship. Ensures service delivery in line with our contractual commitments, regulatory and fiduciary obligations.
Client Query Management
Acts as a preferred point of contact for all Client queries received through various channels (emails, calls, notifications from Client Relationship Managers), takes ownership and ensures adequate answers within agreed timeframes.
Handles incidents and complaints in line with agreed procedure. Coordinates prompt investigation of root causes, resolution, and corrective measures with relevant local and global stakeholders. Provides regular and comprehensive updates to Client Relationship Managers.
Maintains accurate and complete record of the Client Service requests and complaints in the CRM tool.
Reporting
Ensures timely and accurate delivery of reporting commitments to the Clients, including Client reports, fund reports, and other updates as agreed upon, in collaboration with reporting teams and other relevant teams. This task may encompass report preparation and/or accuracy checks of reporting data and comments.
Client Lifecycle Management
On-boards new accounts, coordinate account and fund changes and closing in collaboration with the corresponding centres of expertise and other internal and external stakeholders.
Fund Lifecycle Management
Performs duties associated with contract change, terminations, and regulatory changes from the Investment Trust Association.
Team Leadership
Sets objectives and key results for the Client Account Management Japan and individual team members.
Manages priorities, team resources, organizational structure, workload, and coverage to deliver on the business objectives.
Maintains relevant activity indicators for the local Management Committee, Head of Client Account Management APAC, and Global Head of Client Service.
Promptly escalates matters that require decision-making by Senior Management.
Provides necessary feedback, support and coaching to the Team members to ensure that Team & individual objectives are delivered.
Fosters inclusive, open and psychologically safe environment within the Team
Ensures all team members have adequate skills to perform their tasks with excellence; facilitates and enables knowledge sharing, professional and personal development of the Team members, identify and enable individual and team training opportunities.
Continuous Improvement and Project Management
Solicits and analyzes Client feedback, with a keen ability to interpret Client needs and concerns and translate them into actionable insights.
Maintains a comprehensive understanding of the investment and operational capabilities of BNP Paribas Asset Management.
Monitors and analyzes internal processes to pinpoint areas for improvement.
Understands industry and technology trends, best practices, and competitor activity.
Identifies opportunities to refine, optimize, or automate Client Service tasks and transversal workflows, ensuring that improvements align with both Client needs and the Firm’s strategic objectives.
Prioritizes and plans implementation of improvement initiatives, coordinates cross-functional efforts to implement changes.
Operational Risk Management
Is aware at all times of operational risk and ensures adherence to relevant procedures.
Obtains internal approval on operational set-ups outside of the target operating model.
Risk and Compliance
Adheres to applicable laws, rules and regulations and internal procedures (Code of Ethics, management of conflicts of interest, Client Confidentiality, …)
Remains aware of evolutions in applicable regulations and incorporate these in the Onboarding process when required.
Ensures fair treatment of Clients.
Stays alert to possible or actual complaints from clients and manages these in line with agreed procedure.
Financial Security
Assumes the 1st level control responsibilities for ensuring the implementation of the four-eye principle of the KYC/KYI policy, independently from Client Relationship Managers; monitors the KYC/ KYI process.
Checks the quality and completeness of the KYC files, performs relevant internal controls.
Submits all files requiring a review decision from either the CRM Management, Compliance, or a Client Acceptance Review Committee.
応募資格(必須経験など)
ESSENTIAL QUALIFICATIONS & EXPERIENCE
Technical And Industry Experience
Prior experience of institutional sales and/or client service, including thorough understanding of Financial Institutions Clients’ needs and of our fiduciary responsibility.
Client Service experience covering Wholesale Distribution Clients is an advantage.
Working knowledge of the offshore fund structures (incl. Luxembourg and Cayman).
Abundant experience in Client and fund reporting (monthly, quarterly, annual).
Prior experience of KYC and on-boarding, both locally and offshore.
Native Japanese language skills, including excellent business writing
Strong English language skills (written & spoken), sufficient to effectively communicate with global teams, as well as review and translate fund reporting documents
Broad knowledge of financial markets and the Asset Management Industry with a minimum of 5 years’ experience in the industry
Project Management skills is an advantage
Systems Skills
Salesforce (or other CRM tool)
Proficiency in MS Excel, Word, PowerPoint and Bloomberg
Experience with external data sources an advantage
Personal attributes
Demonstrates a strong client-centric mindset and genuinely embraces the service-oriented nature of the role.
Has high standards, values hard work and is results-driven:
Demonstrates strict adherence to deadlines, strong attention to detail, organisational skills and high level of accuracy
Upholds highest personal integrity standards
Makes sure to fully understand our fiduciary duty, 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 mindset and practices radical personal accountability
Has excellent leadership, collaborative, communication, and interpersonal skills:
Demonstrates ability and drive to lead and motivate the team
Builds and maintains excellent relationships with the Clients and across the Firm, treats everyone with dignity and respect
Communicates and presents clearly and persuasively
Demonstrates cultural awareness and sensitivity
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 growth mindset: believes in own ability to learn, get better and achieve ambitious goals
Demonstrates enthusiasm, energy and drive