Crm Specialist

About BNP Paribas India Solutions:

Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, European Union’s leading bank with an international reach. With delivery centers located in Bengaluru, Chennai and Mumbai, we are a 24x7 global delivery center. India Solutions services three business lines: Corporate and Institutional Banking, Investment Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 10000 employees, to provide support and develop best-in-class solutions.

About BNP Paribas Group:

BNP Paribas is the European Union’s leading bank and key player in international banking. It operates in 65 countries and has nearly 185,000 employees, including more than 145,000 in Europe. The Group has key positions in its three main fields of activity: Commercial, Personal Banking & Services for the Group’s commercial & personal banking and several specialised businesses including BNP Paribas Personal Finance and Arval; Investment & Protection Services for savings, investment, and protection solutions; and Corporate & Institutional Banking, focused on corporate and institutional clients. Based on its strong diversified and integrated model, the Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realize their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, BNP Paribas has four domestic markets: Belgium, France, Italy, and Luxembourg. The Group is rolling out its integrated commercial & personal banking model across several Mediterranean countries, Turkey, and Eastern Europe. As a key player in international banking, the Group has leading platforms and business lines in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific. BNP Paribas has implemented a Corporate Social Responsibility approach in all its activities, enabling it to contribute to the construction of a sustainable future, while ensuring the Group's performance and stability

Commitment to Diversity and Inclusion

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.

About Business line/Function:

This role will be for managing the business remotely of another country outside India.

It will be required for the candidate to support the business by working in evening shift starting 6PM IST

Job Title:

CRM Specialist

Date:

Department:

CIB IN ITIP

Location:

Bangalore

Business Line / Function:

Reports to:

(Direct)

Grade:

(if applicable)

(Functional)

Number of Direct Reports:

Directorship / Registration:

NA

Position Purpose

This role serves as an assistant (not an Admin) to the Customer Relationship Manager by being a liaison between business customers and various departments within BNPP to improve the effectiveness of communication, marketing and service management.

The objectives of this position is to build a partnership with customers through transparency of services and focus on ensuring consistent positive delivery by having a clear understanding of the user’s business needs and wants. This role also provides a framework allowing ITP teams to more effectively manage expectations. Most importantly, this role requires tech tools, process and terminology transcribed into layman terms for the user community.

Responsibilities

Adoption of IT Tools, Systems, Procedures and Policies

• Spread awareness through design, coordination and deployment of bankwide marketing campaigns including branding, mass communications, posters, desk drops, etc…

• Strategical Marketing plans

• Product Launch Campaigns

• IT positioning & perception

• Strengthen customer communication and loyalty

• Promote awareness and visibility

• Ability to understand and translate technologies

Custom Training

• Development and delivery focused on ease of comprehension and maximum impact

• Creation of User Guides, Frequently asked Question, quick-guide-reference sheets, and online video tutorials

• Conduct in person training sessions via classroom style seminars

• Coordinate, manage and run Digital Bars

Creation of New Systems

• Collection of data and requirements from key stakeholders and service owners including general functionality, approval and workflow, notifications, reporting, etc…

• Understand the tool and design functionality and work closely with development team to create easy-to-use systems and ensure end user experience is convenient and efficient

• Liaise with relevant support teams to understand implementation needs, queue management and overall process

• Become subject matter expert to properly document policy and procedures, training guides, conduct UAT, and marketing campaigns, as needed

Gather feedback from end users and support

• Analyze data, look for noticeable trends and where applicable implement service improvement plans, conduct further training, and suggest rooms for improvement

Support of Existing Tools and Processes

• Ongoing support and troubleshooting by understanding the problem, solve when applicable, or communicate to developers to identify and resolve the issue.

• Liaise with CRM regularly to understand ongoing issues, analyze feedback and issues, and suggest areas for improvement

• Assist in escalations and broad system issues

• Responsible for marketing and communications

• CRM move support

Technical & Behavioral Competencies

Creative thinker (marketing)

Strong PowerPoint skills

Verbal and written French skill

Strong presentation skills (written and verbal)

Expert knowledge of MS office products

Excellent written and verbal communication skills

Ability to understand and translate technologies

Strong administrative skills

Expert in networking

Ability to create, foster and maintain relationships with end users and Providers

Ability to be professional and friendly

Ability to work with difficult people in a respectful and professional manner

Flexible to work and be responsive during off peak hours as needed

Ability to quickly adapt – changes/people/processes/culture

Enjoy and thrive in a team/collaborative culture

Ability to work independently

Ability to take initiative

Must be organized

FINRA Registrations Required: No

Specific Qualifications (if required)

Candidate should be fluent in French (Both written & verbal).
Should be willing to work in evening shift (Starting 6PM IST)

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Ability to collaborate / Teamwork

Decision Making

Communication skills - oral & written

Organizational skills

Transversal Skills: (Please select up to 5 skills)

Ability to understand, explain and support change

Ability to manage a project

Ability to develop and adapt a process

Ability to anticipate business / strategic evolution

Ability to manage / facilitate a meeting, seminar, committee, training…

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 5 years

Other/Specific Qualifications (if required)

Candidate should be fluent in French (Both written & verbal).
Should be willing to work in evening shift (Starting 6PM)