Digital Support/Global Administration Officer
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Overview
* The Digital Support/Global Administration Officer main mission is to provide first level support, administration coordination and incident management for all the activities in the EMEA region, according to the procedures in place and the services policies to ensure that follow-the-sun model is applied and fully granted to our clients, for the Neolink Client Support team.
Your Main Activities Are
* Act as responsible for L1 (addressing all inbound requests received through different channels) and L2 (managing incidents that are out of scope of L1, coordinating with L3 or other dependencies for proper and timely resolution of raised issues).
* Support onboarding process in Neolink, verifying that all the requirements are in place for client setup.
* Assist client on administration definitions such as profiles, roles, rights, accesses, etc., aligned with information from implementation teams, Client Services Managers, Relationship Managers regarding accounts structure and contracted products and services.
* Provide Basic Neolink Client training: training (pre and post-sale) on site or via web demos for internal and external users/clients in NeoLink; participate in cross training and ensure knowledge transfer between the team and processes on a periodic basis; share information about new features and releases.
* Managing requests: assist clients on queries, issues or problems in the system as their first support level in the region; manage administration requests according to local and global procedures to mitigate risks and comply with internal policies; escalate and liaise with Manager, L2 or other dependencies for unresolved issues or high risk items. For new enhancements, escalate requirements to Paris Neolink Support Team so requests are centralized and processed with business feedback.
* Incident & Support Management: act as first level of investigation for issues linked to NeoLink features; manage incidents raised by clients (e.g., unavailability, slowness, reports delay); coordinate with internal teams for crisis management according to internal procedures; communicate with client services, clients and location linked to ongoing incidents; declare identified incidents to Neolink L2 or IT support (L3). Follow up on resolutions and conduct impact analysis.
* Proactively collaborate in identifying improvement opportunities and development of projects to enhance processes for stakeholders and clients.
Profile And Skills To Success
* Bachelor’s Degree in Business Management
* Up to 2 years of experience in Client Management
* Fluency in English
* German is a plus
* Strong knowledge of products and custody services
* Client-oriented with excellent attention to detail and a sense of ownership, responsibility and accountability
* Good communication skills, both oral and written, and ability to collaborate
* Critical thinking, adaptability and problem-solving skills
Why joining BNP Paribas?
* Leading banking institution
BNP Paribas is the European Union’s leading bank and a key player in international banking. It operates in 63 countries and has nearly 183,000 employees, including more than 146,000 in Europe.
* Our presence in Portugal
In Portugal since 1985, BNP Paribas today has more than 8,700 employees across the Group's 10 business entities in the country, with 11 excellence centres providing services to various countries where the Group operates.
* International reach
Thanks to its international presence and regular collaboration among its entities, BNP Paribas has the resources to support all clients with financing, investment, savings and protection solutions. BNP Paribas holds key positions in its three core operating divisions: Retail Banking; Investment & Protection Services; and Corporate & Institutional Banking. Diversity and Inclusion commitment is also highlighted.
* Diversity and Inclusion commitment
BNP Paribas is an equal opportunity employer and is committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender identity, pregnancy and maternity/paternity, race, religion or belief, sex or sexual orientation. Equity and diversity are core to our recruitment policy.
* Commitment towards work/life balance
We promote a culture of good integration between work and life. Remote Working Conditions: a Smart Working framework with flexible modalities in a hybrid environment, equipment provisions and an equipment allowance.
To find out more on why you should join BNP Paribas visit https://bnpp.lk/why-BNP-Paribas-Portugal
* Please note that applications should be submitted in English.
* If selected for this role, additional documentation will be requested to support the hiring process.
Seniority level
* Not Applicable
Employment type
* Full-time
Job function
* Administrative
Industries
* Banking and Financial Services
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