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Team Head of CRM

3 weeks ago

Singapore BNP Paribas Full time

In Asia Pacific, BNP Paribas is one of the best-positioned international financial institutions with an uninterrupted presence since 1860. Currently with over 18,000 employees* and a presence in 13 markets, BNP Paribas provides corporates, institutional and private investors with product and service solutions tailored to their specific needs. It offers a wide range of financial services covering corporate & institutional banking, wealth management, asset management, insurance, as well as retail banking and consumer financing through strategic partnerships.

Worldwide, BNP Paribas has a presence in 68 markets with more than 193,000 employees. It has key positions in its three main activities: Domestic Markets and International Financial Services (whose retail-banking networks and financial services are covered by Retail Banking & Services) and Corporate & Institutional Banking, which serves two client franchises: corporate clients and institutional investors. Asia Pacific is a key strategic region for BNP Paribas and it continues to develop its franchise in the region.
- excluding partnerships

At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in.

**POSITION PURPOSE**:
The E2E Coordinator is to act as the single point of contact to clients for onboarding and recertification journey through consolidation of mono-site and multi-site requirements, and to enhance convenience to clients, and to coordinate all internal processes with involved teams and departments.

The E2E Coordinator will orchestrate the collection of documents and provide facilitation of client information between client, business and internal processing teams.

Team manager is responsible for the day-to-day activities and guidance of their team member to achieve the GOAL.

**Responsibilities**

**Direct Responsibilities**

**Team Management**
- Create, implement and manage team’s resources, casework assignment, daily operational objectives and processes
- Engage closely with service center team to ensure delivery according to pre-defined KPIs for all onboarding & recertification requests
- Escalation point for any roadblocks and issues
- Motivate and provide leadership ensuring delivery of high standard of team work and client experience (internal and external)
- Responsible for recruiting, objectives setting, coaching and performance monitoring of E2E Onboarding and Recertification Coordinator team
- Responsible for all logistic matters (seating plan, leaves, etc.)

**Maintain and report information on onboarding and recertification services and quality provided to clients**
- Contribute to pipeline management and status tracker

**Ensure client receive the highest standard onboarding and recertification experience**
- The dedicated correspondent between client, business, and internal functions (SPOC)
- Handhold the client throughout the onboarding & recertification journey
- Collection of all required onboarding and recertification documentation from clients
- Effectively communicate the onboarding and recertification status to internal stakeholders
- Empowered to oversee the element of operational level agreement internally
- Pre-empt onboarding and recertification process for any blocks and/or add-on work, and escalate as necessary
- Handle onboarding & recertification related inquiry quickly and professionally to reduce any delay
- Continually seek ways to improve the end-to-end process and journey by leveraging on client feedback
- Coordinate all operations / connectivity setup
- Continually seek ways to improve the end-to-end process and journey by leveraging on client feedback

**Efficient & effective coordination with all internal teams**
- Ensure client needs are known and understood by all teams involved, such as KYC officer, Screening, Referential, Legal, Operations, etc.
- Oversee all internal functions and ensure teams adhere to SLAs
- Coordinate prioritization of multi-site and cross-border onboarding and related matters amongst E2E Coordinator teams around the globe
- Coordinate Reverse Due Diligence requests

**Projects and initiatives related to client onboarding/ recertification**
- Proactively engage in global initiatives and ensure local requirements are raised and incorporated
- Participating to client onboarding & recertification related projects / initiatives with assigned pr