• Client Service
  • Establish and maintain high quality, long-term, ‘trusted advisor’ relationships with clients, deliver excellent client experience and proactively manage any risks to the relationship.
  • Act as a preferred point of entry for all client queries and requests, take full ownership and ensure adequate and satisfactory answers are provided within agreed timeframes. 
  • Be responsive in dealing with issues and complaints as they arise, escalating in a timely and appropriate manner. 
  • Monitor client satisfaction at all times and work with relevant stakeholders to improve the overall quality of service provided. Ensure service delivery in line with our client tiering model. 
  • For wholesale distribution clients, act as primary contact of client queries about daily dealing, NAV reporting, payment processing, contract note and statement reporting, in collaboration with Transfer agent investor services teams in Asia and Europe.
  • Handle phone queries from retail public investors in appropriate manner and in compliance with internal guidelines.
  • Take lead in corporate action notice delivery process. Provide clear and adequate answers to client queries on the corporate action.
  • For Institution clients, act as the interface between clients and internal stakeholders to assist with the negotiating and implementation of services as stipulated in the legal documentation, working as required in conjunction with the centres of expertise.  
  • Ensure high quality, timely and accurate delivery of client reports, in collaboration with the reporting, investment compliance teams. 
  • Pilot on-site / online client visits and training: validate purpose for visit, assist in developing agendas, arrange logistical support as required and  gather all relevant information and present in an appropriate format
  • Onboard new accounts, coordinate mandate changes, periodic review and closing in collaboration with the corresponding centres of expertise.
  • Ensure fee billing and revenue booking process is correct through collaboration with Finance team.
  • Manage client communication during operational events, including errors, delays, breaches, overdrafts, etc to ensure client impact is minimized and provide client with clear and comprehensive responses throughout and after the event is closed. 
  • Deliver client communication on key events including organisational changes, key personnel changes, regulatory updates, etc, with the aim of asset retention.
  • Translation of materials where needed and requested by clients

• Business Relationship Management and Development
  • Maintain a comprehensive understanding of the capacity, products and services that BNP Paribas Asset Management is able to provide. Understand recent market movements, industry trends, competitor activities, and our positioning in the market.
  • Contribute to the pre-sales support through involvement in RFPs, RFIs, new fund setup forms and marketing materials preparation, in close collaboration with Client Relationship Manager.
  • Capture all the relevant client information, new service requests, operational issues and activity indicators in Salesforce
  • Contribute to the post-sales asset retention through involvement in regular DDQ and ad-hoc queries. Escalate to Client Relationship Manager if assets are deemed at risk. 
  • Contribute to projects for new business model development
  • Assist the Sales team in reviewing client profitability and client risk, and with the implementation of any retention strategies put in place 
  • Participate in client meetings, functions and events as appropriate

• Operational Risk Management
  • Be aware at all times of operational risk and adhere at all times to all relevant procedures.
  • Maintain comprehensive record of query management, complaints and incidents
  • Timely escalate operational incidents and take the ownership to coordinate their resolution
  • Take lead in compliant handling cycle, starting with receipt of client complaints, internal coordination for solution, providing satisfactory answers and follow-up responses, recording of complaint details for future regulatory inspection.

• Risk and Compliance 
  • Adhere at all times to applicable laws, rules and regulations and internal procedures (Code of Ethics, management of conflicts of interest, client confidentiality, …)
  • Advise Compliance of any issues as soon as they may arise, with relevant escalation. 
  • Ensure that clients are treated fairly at all times and client interests are protected
  • Be alert to possible or actual complaints from clients and manage these in line with agreed procedure

• Financial Security
  • Assume the 1st level control responsibilities for ensuring the implementation of the four-eye principle of the KYC/KYI policy, independently from Client Relationship Managers;
  • Drive the KYC/ KYI process during new account opening and periodic reviews
  • Facilitate AML/KYC document collection and be able to explain to Clients our KYC requirements and rationale behind them
  • Check the quality and completeness of the files
  • Perform relevant name screening, adverse news search, risk assessment and PEP validation
  • Submit all files requiring a review decision from either the CRM Management, Compliance or a Client Acceptance Review Committee
  • Proactively work with Centre of Expertise AML/KYC in Europe for global validation

• Internal: 
  • Client Relationship Managers
  • Client Account Management in Taiwan and APAC
  • Colleagues from the Colleagues from the Centres of Expertise in Europe: Fund Services, AML/KYC, Client Lifecycle Management, Reporting Solutions
  • Transfer Agent investor services in Europe and HK
  • Relevant stakeholders across the Firm and across different cultures/time zones: Portfolio Management, Traders, Legal, Compliance, Investment Risk and Compliance, Finance, Investment Operations, Fund and Mandate Operations, Product & Marketing etc. 

• External: 
  • Wholesale Distribution and Institutional Clients and Prospects in Taiwan
  • Retail end investors
  • English-speaking senior management of Instituional clients located in Europe/US
  • External stakeholders involved in servicing client accounts, e.g. custodian, fund accountants

• Technical and industry experience
  • 5-10 years of client service experience in the financial services industry, with at least 2 years in Asset Management, Wealth Management or Fund Administration.
  • Educated to Bachelor degree level
  • Excellent academic background, with good understanding of asset management and financial markets
  • Experience servicing Institutional and Wholesale Distribution Clients
  • Native fluency in Mandarin Chinese, written and spoken
  • Excellent command of English, written and spoken
  • KYC/Onboarding experience, project management experience, B-shares knowledge are an advantage
  • Strong interest in ESG and sustainable investing is an advantage

• Data/Digital skills
  • Data savvy: advanced working knowledge of Excel; working knowledge of Power BI, Tableau is a plus
  • Digital savvy: well versed in Salesforce (or other CRM tool), working knowledge of collaborative online tools like MS Teams, Sharepoint, other digital Client Engagement tools is a plus
  • Basic administration skills: Assist in obtaining signature approval and company stamp for payment, shareholder notice and agreement execution

• Personal attributes
  • Has high standards, values hard work and is results-driven:
    • Demonstrate maturity and upholds highest personal integrity standards
    • Is meticulous and precise. Makes sure to fully understand Client’s needs and the reasons behind them, from the big picture to the slightest detail
    • Gets things done: is rigorous, resilient, resourceful and relentlessly reliable; sets realistic expectations and follows through on commitments. 
    • Has the ownership mind-set and practices radical personal accountability
  • Has high clarity of thought that manifests itself in:
    • Ability to analyse and structure complex problems into actionable solutions
    • Sharp business writing that gets things done
    • Systems thinking: understanding of interdependencies between different parts of the Firm
  • Has excellent collaborative, communication and interpersonal skills:
    • Builds and maintains excellent relationships with the Clients and across the Firm/cultures/time zones, treats everyone with dignity and respect
    • Communicates and presents clearly and persuasively
    • Demonstrates cultural awareness and sensitivity
  • Has growth mind-set: believes in own ability to learn, get better and achieve ambitious goals
  • Demonstrates enthusiasm, energy and drive

職務說明

 1. 傳統型商品(含分紅保單)帳戶資金管理及相關報表提供。

 2. 台/外幣一般及保單類付款（含目標到期債、配息、退費、退匯&結帳…）相關作業。

 3. 各項銀行相關事務處理(包含每日/月底銀行對帳單及銀行餘額表編製及Python checking report核對。)

 4. 作業流程改善及自動化。

 5. 各項查核資料準備。

 6. 其他主管交辦事項。

 1. Tranditional commodity (PAR included) account fund management and related report provision

 2. Taiwanese/foreign currency general and policy payments (including interest distribution, refund, foreign exchange refund & settlement…) related jobs.

 3. Bank related busniess management(includes daily/month-end bank statement and bank balance table preparation and Python checking report reconciliation.)

 4. Workflow improvement and automation implementation.

 5. Preparation of various audit materials.

 6. Other maters assigned by the supervisor.

人才條件

 1. 工作態度積極主動、學習能力佳、反應快、做事敏捷及細心

 2. 擅長跨部門溝通與協調、重視團隊合作

 3. 2~3年(含)以上金融業財務相關，保險業財會經驗尤佳；或有在任何產業之資金調度、付款、銀行往來相關經驗。

 1. Proactive working attitude, good learning skill, quick response, agile and careful.

 2. Good at cross-department communication and coordination, pay attention to teamwork.

 3. More than 2~3 years (inclusive) of financial related experience in the financial industry, preferably in insurance industry; or fund management, payment processing, bank relationship management experience in any industry.

Responsibilities

• Assist Head of Corporate Coverage to develop and implement the strategic business plans along with the Global and APAC Global Banking Strategic Priorities.
• Assist Corporate Pilot bankers and contribute to marketing efforts through interaction with appropriate client level, call activity recording (via CRM), and monitoring of business flows.
• Assist Corporate Pilot bankers to handle and process account onboarding and KYC.
• Assist Corporate Pilot bankers in the credit evaluation (including the ESG Assessment) and the loan documentation process. 
• Cooperate with internal supporting functions and business lines to ensure the completion of transactions/documents timely and accurately.
• Conduct market research and industries for business planning and development.
• Deal with other team duties as requested, eg., client and internal meeting arrangements.

Position Purpose

The main purpose of this role is responsible as LOMC coordinator, BCM Manager /Coordinator including Crisis Management, OPC Manager of the entity and cover the transversal services for the company, including the handling of Account Payable, and the assistance of any subjects related to Corporate Governance & Office Management under COO Office.  This role reports to the COO of BNPP Securities Taiwan.

• Local Outsourcing Coordinator – The outsourcing coordinator, officially appointed by Territory (or APAC) Outsourcing Committee, is a role with below responsibilities.

• Ensures the proper deployment of his/her Entity’s outsourcing strategy;
• Identifies a network of contributing experts necessary for the proper implementation of his/her Entity’s outsourcing projects;
• Is responsible for implementing the governance of the outsourcing risk management framework for his/her Entity. As such, he/she defines the organization and processes necessary to ensure its operational implementation;
• Is the Entity’s preferred point of contact on all matters relating to outsourcing and participates in appropriate level governance bodies to which he/she is invited, including, where appropriate, the constitution of dedicated reporting.

• Local BCM Coordinator is involved in all or part of the Business Continuity (BC) process for his or her scope within his or her Entity, in particular:

• the deployment of the BC’s formal and enforceable frame of reference. 
• carrying out the risk analyses necessary to anticipate threats to business continuity.
• participation in the definition and review of the Entity’s business continuity strategy.
• raising awareness and mobilizing employees to respond to situations where the Business Continuity Plan (BCP) is triggered.
• The crisis manager is active throughout the crisis management process, at all stages or at specific moments; the missions are in particular:

           – Crisis management governance

           – Preparation of the crisis management system

           – Activation of the system and deployment of employees to respond to a crisis situation

           – Learning from experience and training of employees 

• The crisis manager has a mandate from the Entity’s board and rolls out crisis management policy and requirements within the bounds of his or her responsibility, in order to cover all the risks that may be generated in crisis situations.  

• Local OPC role – it is a role assigned with the below responsibilities

• Ensure to perform the regional required periodical controls and checking within Operations and provide the relevant justifications(if any)
• Tasks split this OPC role between Taipei branch and Secs TW.  For local OPC related topics, it is more focused on the Ops control for Secs TW business related.  For Taipei branch OPC, it will cover more on the regional and group required transversal controls

Responsibilities

Direct Responsibilities

– LOMC Coordinator

1. Outsourcing risk management governance framework

• Deploys the Local Outsourcing framework primarily following Group/CIB/APAC TPRM guidelines/workflows covering all appropriate business lines/métiers of the Territory / Entity and making reasonable inclusion of local regulatory requirements;
• Local policy/Procedure development by mainly following the APAC Policy and making adaption in the local Policy in accordance to the local regulatory requirements and operational needs;  
• Contributes to the control of TPRM (e.g. TPRM GCL, 2LOD independent testing) and compliance to the Territory’s specific local regulatory requirements in relation to Outsourcing. 

2. Outsourcing project facilitation and stakeholders engagement

• Facilitates all LOMC stakeholders in the insourcing or outsourcing governance process, ensuring standardized documents distributed and participation of appropriate representatives;
• Maintains a network of contributing experts necessary for the proper implementation of outsourcing projects and ensures that they have a good understanding of their roles and responsibilities;
• Has a comprehensive view of the outsourcing projects in progress and communicates them to the network of experts and the RISK-ORM.

3. 360 Arrangement management and data quality control 

Contributes to the 360 ORM registering management including new Arrangement creation, data update via regular or ad hoc review, data quality maintenance and the coordination of the annual 360 Arrangements certification.

4. Regular monitoring & reporting

Coordinates the regular monitoring exercise (eg, ARQ) and reports the results to committee. Ensure the actions completed by related process owners when any deficiency identified.

5. Others

• Where appropriate, depending on the organization in place, is responsible or ensures that the content of the notifications to the supervisor (eg, IMAS procedure) is formalized and transmitted via the appropriate channel;
• Ensures the formalization of exit strategies for critical or notable essential by nature arrangements, in relation to the beneficiary;
• Any other outsourcing coordinator tasks stated in Group 0417 Policy. 

– Local Business Continuity & Crisis Manager

– Country OPC:

• Identification and assessment of risks and controls

– Ensure that key operational units and processes, critical IT assets, material risks and risk mitigants are identified inventories and maintained at the appropriate level

– Maintain the risk taxonomy, cartography and risk assessment at the appropriate level

– Ensure the effective implementation and maintenance of the RCSA framework within his/her 1st LOD control perimeter at the appropriate level

– Perform/drive the risk identification and assessment in liaison with independent control functions when needed, ensuring validation by the relevant management level and consistency with the defined risk tolerance

Contribute to the definition and follow up of remediation plan if needed

• Procedures

– Ensure that Group procedures requirements are implemented locally, complemented with local specificities

– Ensure that the procedures designed by the business and functions are identified, updated, properly stored and communicated to the relevant stakeholders within the operating entity

– Identify and purpose calibration of OE’s procedures according to the outcome of the risk assessment and other risk events(HI, control results, external events, audit missions, etc)

• Controls & Action plan

Define and regularly update the OE’s control plan according to the outcome of the risk assessment, regulations, other risk events (HI, control results, external events, Audit missions,etc) 

– Perform and/or coordinate controls according to this control plan

– Ensure that control results are reviewed and analysed by the Entity Management and when relevant by operational teams / relevant stakeholders and that remediation action plans are defined if and when needed

– Input in Group tools the control results and major action plans

– Follow-up the implementation of remediation actions

• Findings, recommendations and permanent control actions

– Upon notification/receipt of reports, organise the follow-up of the findings and recommendations, either issued internally (e.g. IG supervision) or externally (external auditors, supervisors) and ensure that they are closed within due date.

• Management of potential incidents

– Conduct and/or coordinate the assessment, quantification and update of potential incidents in liaison with the concerned independent control functions

– Provide information on major / emerging risks in order to promote risk awareness within management decision

– Follow-up and/ or Initiate action plans consistent with the entity’s risk appetite / tolerance

• Management of historical incidents(including near-misses)

– Alert the management and with the independent control functions if needed on key incidents

– Collect incidents (including impacts measurement), report and update in the Group database (as well as local databases if needed), including suspected and attempted fraud cases

– Analyse incidents in a timely manner and define, jointly with relevant stakeholders, the corrective measures to be implemented to mitigate risks

– Follow-up and / or initiate the implementation of remediation actions and the unfolding of long term incidents

– Perform controls on the incident collection process, in particular the cross-check with other databases (accounting or other when existing) and the half-yearly attestation by the local management

• Alert and Reporting

– Alert and escalate to the relevant level of management as well as to relevant independent control functions any operational risk incident and/or any recurring weakness

– Perform periodic and ad-hoc reporting to the appropriate level of management as well as to independent control functions

– Contribute to the periodic and ad-hoc reporting assessment managed by 2nd LOD control functions

Transversal Responsibilities – 

• Local project study, support and roll out
• Coordinate/support users on new Regional / Global Project roll‐out
• Regulator reporting coordinate with relevant departments
• Assist on the full arrangement of Board meeting and the required Corporate Governance arrangement
• Handle directly the payment parts of Account Payable process
• Support Safety & Security Management(SSM)/People Premises Security(PPS) matters
• Carry out special assignment from the COO

Contributing Responsibilities

– Direct contribution to BNP Paribas operational permanent control framework

– Prioritize time/clients according to current strategic criteria

– Listen to the client and collect his/her feedback

– Share relevant information with clients

– Be a solution provider

About BNP PARIBAS

As the leading European Union bank, and one of the world’s largest financial institutions with an uninterrupted presence in the region since 1860, BNP Paribas offers a wide range of financial services for corporate, institutional and private investors spanning corporate and institutional banking, wealth management, asset management and insurance. 

We passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued and encourage applicants of all backgrounds, including diversity of origin, age, gender, sexual orientation, gender identity, religion applicants who may be living with a disability. We have a number of internal employee networks in place to empower our staff to act and challenge the status quo.

•    BNP Paribas PRIDE is highly active in favour of the LGBTQIA+ community

•    BNP Paribas MixCity which fosters better representation of women at all levels of the organization

•    Ability, the mutual aid network for employees with a disability or a disabling or chronic illness

•    BNP Paribas CulturAll which celebrates diverse backgrounds

BNP is committed to financing a carbon-neutral economy by 2050. The Group is a founding member of the Net-Zero Banking Alliance and has set up its own Low Carbon Transition Group to support its clients through their energy transitions.

https://careers.apac.bnpparibas/

More information 

BNP Paribas – Diversity & Inclusion Journey ( https://www.youtube.com/watch?v=qZatNskr5aI)

BNP Paribas – The Bank Of Green Changes (https://www.youtube.com/watch?v=DCz5aEdkDiM)

Award Obtained

BNPP has won Top employer Europe award in a 10th consecutive year

Purpose:

The Chief Operating Officer (COO) is responsible for overseeing the insurance company’s day-to-day administrative and operational functions, ensuring operational excellence, and driving strategic initiatives to support business growth.

Key Responsibilities:

[ETO functions]

50. Lead and supervise key roles in ETO, including DCOO, CIO and Head of Operations to orchestra the operation model with other business units to robust business growth.
51. Develop and implement operational strategies, policies, and procedures to optimize business performance and efficiency. 
52. Drive digital transformation initiatives to successful robust efficiency in operations and upgrade service level for both internal stakeholders and customers. 
53. Monitor and analyze ETO & other company related KPIs to improve performance and efficiency.
54. Manage vendor and outsourcing partnerships for timely and quality delivery.

[Corporate/Governance]

50. Work closely with the CEO to develop and execute corporate strategy within governance as defined HO / RO and fully comply with regulatory rules. E.g. Product development, digital transformation, process automation, etc.
51. Oversee the development and implementation of business continuity plans.
52. Manage business planning and budget closely to ensure it’s in relation with company’s strategy and have adequate control on expenses.
53. Ensure regulatory compliance and risk management across all operational activities.

[Leadership]

50. Brings diverse teams together to collaborate on topics in order to achieve optimal ideas and recommendations.
51. Creates an open and inclusive culture where team members are encouraged to offer and challenge ideas and practices.
52. Manage IT related Security, BAU ran also work with APAC group’s IT architecture

Qualifications and Experience Required

50. Bachelor’s degree required; MBA or advanced degree is preferred.
51. 15+ years of experience in insurance industry operations and/or IT, with at least 5 years in senior management roles in insurance company is a must.
52. Experience in managing large teams and multiple departments, proven track record in implementing operational excellence and digital transformation initiatives
53. Equip digital transformation experiences in insurance industry is a plus.
54. Prefer to have management experiences of Operations or IT departments.
55. Prefer to have financial holding or international company experiences.
56. Experience in communication with EB/IB or Regulatory authorities.
57. Good command of English & Chinese.

Knowledge and Technical Skills

Key Competencies

50. Strategic thinking and business acumen
51. Strong leadership and people management skills
52. Excellent problem-solving and decision-making abilities
53. Change management expertise
54. Strong financial and analytical skills
55. Outstanding communication and interpersonal skills

Job Description: 

Preparation of credit proposals with comprehensive analysis in line with the bank’s policy including :

– Conduct thorough analysis of financial statements and assessment of credit requests, including new requests, changed requests, waivers/amendments, refinancing and annual renewals.

– Provide recommendations tied to analysis and assessment of credit risk

– Present analysis, findings, and recommendations to credit committee, especially findings that involve a borrower’s ability to repay

– Develop and prepare spreadsheets and models (e.g. cash flow projections) to support analysis of new and existing credit applications.

– Risk analysis on the counterparty and specific transaction.

– Reconcile credit files/approvals and identify and respond to discrepancies and variances.

– To initiate and follow up with other business lines and functions, such as Fixed Income, Syndication, Project Finance, Portfolio Management for the concurrence on the facilities in accordance with the credit procedure.

– Account Strategy in liaison with the RMs.

– To discuss and interact with business lines from time to time on information required and the strategy to be adopted in presenting the credit packages. If necessary, to attend site visits or meet clients jointly with the marketing officers to enhance their understanding in the course of credit application.

– To follow up and perform interim financial review or utilization review in accordance with approval conditions.

– To comply with regulatory requirements and internal policies and guidelines.

To assist RMs in account monitoring area:

–  To report immediately any material deterioration in financial position upon receipt of financial statements, or adverse news of clients to RMs and Risk officer.

– To perform compliance of financial covenants /other undertakings on a regular basis and to have the results inputted in system.

– To follow up and perform interim financial review or utilization review in accordance with approved conditions.

To perform administration work for files under his/her management including:

– Preparation of authorization tickets, group positions and resumes.

– Ensure the proper filing in public drive and systems.

– To liaise with RMs and initiate file renewal in advance of file maturity or any designated date.

– To update work-in-progress.

To attend to ah-hoc assignments:

– To support transversal project or other credit analysts in the team as assigned by Team Head from time to time. 

– Ad-hoc reporting or updates requested by Regional office or Head Quarter.

– Responsibility and contribution to control aspects.