Demand Implementation Manager and Csi Bnp Paribas - Madrid, España - BNP Paribas

BNP Paribas

Empresa verificada

Madrid, España

hace 4 semanas

Publicado por:

Isabel García

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Descripción

Business Overview

The
BNP Paribas Group is one of the largest international banking networks, with a presence in 72 countries.

The organisation is an international financial services group, with in excess of 202,000 employees with solid roots in Europe, a significant and growing presence in the Americas as well as a solid and fast-growing business in Asia-Pacific.

The
BNP Paribas Group is organised around two main activities: Retail Banking & Services and Corporate & Institutional Banking (CIB).

MADRID IT Platform

The CIB IT Platform for EMEA is responsible to provide IT Services to our Clients ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality.

This function includes Global Markets Application Production, Local Territory IT Development, the Core Infrastructure environment including Datacentres, Application Production, Security, Architecture as well as elements of the Global Services organisation.

Context and Role summary

The Customer Services Domain is part of the Corporate and Institutional Banking Information Technology & Operations (CIB ITO) of BNP Paribas.

Within this domain, the Client Service Desk is responsible for delivering best class end user support of Company employees. Constantly adapting and evolving to be on the edge of the industry leading practices and technologies.

The Demand implementation Manager function integrate the Process and Service Excellence Office within the Client Service Desk. In this role, you will design, implement, maintain and operate the Demand Implementation process on new or updated services. The objectives are

To Ensure that any new or modified service and/or its components are prepared to be operated properly before entering in production
To Manage the transition of new services or changes, from its demand to the entire implementation
To Prepare service related teams to assure & optimize the overall quality provided when facing new service or a change in an existing service
To Improve Customer experience and satisfaction. Improve services stability

Position

Tasks & Key Responsibilities

Key Accountabilities

Assist in process enhancements, designs and developments for activities within the Domain.
The design, delivery and measurable success of the DIP Process.
Perform and complete DIP instances on received demands.
Participate in continuous improvement of services by providing knowledge on practices frameworks.
The continuous service improvement for the active services managed under the area of responsibility.

Corporate Accountability

Leading by example as a role model for Company's values and professional standards.
Driving the delivery of business and corporate plans for your own areas of responsibility.
Driving continuous improvement within your own areas of responsibility.
Taking a proactive approach to risk management, ensuring risks and issues are identified, addressed and reported and, where appropriate, escalated.
Being fully aware of and actively complying with Company and Domain policies and procedures relevant to your own responsibilities and to corporate policies and procedures including equality, sustainability and the environment, health and safety and data protection.
Performing any other reasonable duties as directed by line management.

Part of this function is then to have an enquiring mind with attention to detail and an editorial judgement, an ability to express instructions clearly and briefly in simple English and the ability to produce visually attractive instructions.

Professional Skills, Abilities and Experience
5 to 10 years' experience working in IT environments.
Team and collaborative working to develop and deliver appropriate solutions skills.
Customer service oriented skills.
Experience of delivering strategic priorities within strict timelines.
Strong ability to work flexibly managing changing, competing priorities, and absorbing new information rapidly to address complex issues.
Good interpersonal and communication skills, to gather information from and for people.
Personal Attributes
Experience working in a global atmosphere and the ability to work successfully as part of a multidisciplinary team;
Ability to work both autonomously and in constant collaboration with product providers, operations, and end users.
Customer service oriented
Demonstrated ability to drive results in a dynamic and fast pace environment
Ability to convey effectively complex information within simple, high impact communication, at all levels of the organisation.
Excellent planning, organizational skills, and the ability to work to tight schedules.
Ability to multitask, prioritize, and manage time efficiently
Analytical skills.
Good interpersonal and communication skills, to gather information from and for people.
Languages & Qualifications