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Head of Client Support Services

4 months ago

Montréal, Canada BNP Paribas Full time

HEAD OF CLIENT SUPPORT SERVICES (JOB NUMBER: USDC-073123-001-SOS)

In a changing world, unprecedented challenges require unmatched talent. Join one of Montreal's Top Employers in 2023. We are a dynamic and growing organization having its main establishment located in downtown Montreal and part of a leading international banking institution fully committed to building a more sustainable future. Note that the position may be in the Canadian Branch of BNP Paribas or in one of its subsidiaries based in Montreal.

**The position at a glance**

The USD Clearing & Payment middle office function is performed by Client Support Services (CSS), which is a group reporting into Payment & Clearing Solutions (PCS). CSS is responsible for the management of Risks, Client reporting and analytics as well as supporting NCNA (front office) and Product Management by ensuring full transparency of limits, funding and operations bookings.

Its core responsibilities are as follows:

- Proactive monitoring and support to US dollar clearing client base.
- Credit, funding and transaction limit management and oversight.
- Managing Client’s reporting and analytics.
- Act as liaison between the back office and client/front office as applicable

**In detail**

Monitor and control activities across all sections of Client Support Services.
- Ensure all Bank policies and procedures are adhered to and applied.
- Monitor and report our client’s USD activities in accordance with the Roosevelt mandate.
- Manage and Monitor cases related to USD correspondent monitoring.
- Ensure key personnel are thoroughly cross-trained.
- Keep abreast of changes, both regulatory and operational, which will have an impact upon the department, and the Bank.
- Ensure prompt response to all Audit points and close and timely follow-up on all action points.
- Perform annual reviews of the staff.
- Handle all other administrative duties within the department.
- Investigate sensitive issues, determining root causes and obtaining resolution.
- Prepare Monthly/Quarterly Dashboards and other reporting of the area.
- Provide support and assistance to the Head of PCS NA.
- Make direct contribution to BNPP operational permanent control framework.
- Operational and system improvements:

- Make recommendations for procedural changes where/when deemed necessary.
- Ensure that the business within the Client Support Services team is conducted in the most efficient, cost-effective manner possible.
- Continually review operations to identify potentially risky situations, and implement controls and procedures to eliminate or mitigate the risk.
- Manage and analyze reports related to client’s activities i.e. wire transfers, and non-payment SWIFT messages.
- Proactive monitoring and support to US dollar clearing client base.
- Recommend and monitor KPI’s making sure that SLA’s/turnaround times are being met.
- Analyze various control reports and make recommendations for efficiency gains
- Keep abreast of changes both reporting and operational to meet/enhance the demands of our clients.
- Review and analyze reports related to client’s activities i.e. wire transfers, and non-payment SWIFT messages.
- Work closely with the development teams to create and implement suite of quality Management reporting.

**The strengths and skills that will help you succeed**
- 7-10 years’ experience in the field of banking and/or degree from accredited college/university.
- Experience in Payment Investigations, reconciliation of accounts and customer service.
- Knowledge of IFSA and CPA rules regarding payments and compensations as well as Funds Transfer Operations rules and regulations (CHIPS, Fedwire, LYNX, etc.)
- Strong managerial capabilities including good written and oral communication skills.
- Initiative, autonomy and strong leadership skills.
- Highly effective communicator with good interpersonal skills
- Concern for quality, accuracy and attention to details.
- Knowledgeable of Data/Report analysis.
- Self-motivated and ability to multi-task in a high-volume and fast-paced environment with precision.
- Strong organization skills, high analytical skills, critical thinking, excellent customer service skills and resourcefulness and creativity.
- Ability to work in a highly autonomous team environment with mínimal supervision.
- Knowledge of the English is required.

Preferred qualifications:

- Experience with Tableau data visualization and/or Power BI is preferred

**What’s in it for you**

In addition to competitive compensation, we offer flexible benefits including a family and spouse insurance program, a defined contribution pension plan and paid days for volunteering. Hybrid work arrangements, such as remote working up to 50% and flexible working hours are available for most positions. BNP Paribas provides excellent training and personal development programs, as well as opportunities for career development within the company and internationally.

To find out more about our r