Account Life Cycle Team Leader Lisboa

The Account Life Cycle Team Leader mission is to manage the team in organizing the team activity, ensuring quality and that all operational activities are in accordance with ALC and internal procedures. Additionally, is also accountable for contributing actively to the implementation and success of initiatives that promote organization, efficiency and team spirit.

About The Job

• The Account Life Cycle Team Leader mission is to manage the team in organizing the team activity, ensuring quality and that all operational activities are in accordance with ALC and internal procedures. Additionally, is also accountable for contributing actively to the implementation and success of initiatives that promote organization, efficiency and team spirit.

Your Main Activities Are

• Being in charge of Projects/Events management requests, as well as to ensure a proper communication process among stakeholders. Active participation and follow up on transformation projects like Digitalization and Harmonization for process enhancement and Clients mission management. Follow-up and ensure of correct process management upon impacts due to ALC or other scopes activity/operational projects.
• Explain to clients how their accounts are operating, ensuring that the services delivered are aligned with the Service Level Agreements (SLA), and participate in Client
  - up meetings (transversal or dedicated to specific topics). Additionally, have strong understanding of the clients’ needs throughout operations and across the business according to BNP quality requirements.
• Ensure clients' queries are timely and adequately addressed; assess the capacity of the team to support manual processes; plan the daily work of the team and define goals; support the team on the tasks, solve escalating issues and report incidences; and prepare user guides for the activity.
• Coordinate the recruitment process with Team Manager and HR, from need identification and interview to validation of profile; define and monitor team training plan; ensure new team members welcome and integration in the teams, monitoring training and evolution, sharing feedback with direct manager and/or HR, when appropriate; manage people accordingly to their skills and with purpose of continuous improvement, sponsoring initiatives and learning increase; foster people growth within the team or in the company, preparing team and activity for mobility; define objectives for the year and perform regular objective review with each staff member to align performance with objectives; and share team performance assessment with the management to facilitate the compensation review process.
• Act as first point of escalation on clients' queries (in case a Supervisor does not exist); deal with client issues escalated by the team and share them with management when appropriate; participate in client visits and conference calls; stimulate Uplifting Service and ensure that SLAs are respected; collect all information relating to changes in procedure or market changes relevant to client and coordinate with management the way to proceed; and ensure collaboration between parent location and IOC.
• Monitor activity progress against the goals and take appropriate corrective action as and when it is required; disseminate and control the application of new procedures; ensure the first level of control on team activity and share results with management; KPIs creation and completion related to operational activity and staff.

Profile And Skills To Success

• Bachelor’s Degree in Economics, Finance or Accounting.
• Up to 2 years of experience of Client Management or Banking and Financial Operations.
• Fluency in English.
• Proficiency in Microsoft Office Tools, namely Excel.
• Ability to understand, explain and support change.
• Ability to anticipate business.
• Ability to inspire others and generate people’s commitment.
• Ability to develop others and improve their skills.

Why joining BNP Paribas?

• Leading banking institution.

BNP Paribas is the European Union’s leading bank, and key player in international banking. It operates in 63 countries and has nearly 183. 000 employees, including more than 146. 000 in Europe.

Our presence in Portugal, since 1985, has more than 8. 700 employees, distributed across the Group's 10 business entities established in the country.

Thanks To Its International Presence And Regular And Close Collaboration Among Its Different Entities, BNP Paribas Has The Resources To Support All Clients With Financing, Investment, Savings And Protection Solutions That Help Make Their Projects a Success.

Commitment towards work/life balance and Diversity and Inclusion

BNP Paribas is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex or sexual orientation.

We care about our employees’ wellbeing and promote a culture of good integration between work and rest.