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Digital Support/Global Administration Officer – German Speaker

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BNP Paribas

Jan 14, 2025

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Porto

AI generated summary

  • You need teamwork, client focus, adaptability, and strong communication skills. Fluency in English, advanced German, and a Bachelor's in Business Management are essential. MS Excel beginner knowledge is required.
  • You will manage client inquiries, support onboarding, conduct training, oversee incidents, and enhance processes while ensuring compliance with internal procedures.

Requirements

  • Ability to collaborate/Teamwork: Expert
  • Client focused: Expert
  • Adaptability: Proficient
  • Communication skills – oral & written: Expert
  • Critical thinking: Expert
  • English: Fluent
  • German: Advanced
  • MS OFFICE PACK MICROSOFT EXCEL (Beginner)
  • Field of Expertise: Client Management ([0 – 2] years)
  • Academic Background: Bachelor’s (3-5 years) in Business Management

Responsibilities

  • Act as responsible but not restricted of L1 (addressing all the inbound requests received through different channels) and L2 (managing incidents that are out of scope of, as well as coordinate with L3, if required, or other different dependencies for a proper and timing resolution of the raised issues).
  • Support onboarding process in Neolink, verifying that all the requirements are in place for client setup.
  • Assist client on administration definitions as: profiles, roles, rights, accesses, etc. aligned with the information and details provided by different implementation teams, Client Services Managers, Relationship Managers regarding accounts’ structure and contracted products and services.
  • Basic Neolink Client training: training (pre and post-sale) on site or via ‘web demo’ for internal and external users/Clients in NeoLink; participate in Cross Training and ensure the Knowledge transfer between the team and processes is happening on periodic basis; and training and information about new features and releases.
  • Requests management: assist clients on their queries, issues or problems in the system and being their first support level on the region; management of administration request according to local and global procedures in order to mitigate risks and comply with internal policies and controls; escalate and liaise with Manager, L2 or other dependencies for unresolved open issues / high risk items. In case of new enhancements, escalate requirements to Paris Neolink Support Team so all the requests are centralized and requested to the central team with feedback from the business.
  • Incident & Support Management: act as first level of investigation (issues linked to NeoLink features); management of incidents raised by the clients (i.e. unavailability, slowness, reports delay, etc.) and coordinate with internal teams for crisis management situations according to internal procedures; management of communication to client services, clients and location linked to on-going incidents; declare identified incident to Neolink L2 support and/or IT support (L3). Resolution follow-up of incident and functional impact analysis.
  • Proactively collaborate in the identification of improvement opportunities and development of projects that allow the enhancements of the process for the benefit of our stakeholders and clients.

FAQs

What is the main mission of the Digital Support/Global Administration Officer role?

The main mission is to provide first-level support, administration coordination, and incident management for activities in the EMEA region, ensuring the follow-the-sun model is fully granted to clients.

What are the primary responsibilities of this position?

The primary responsibilities include managing inbound requests as L1 support, coordinating L2 incidents, supporting client onboarding, assisting with administration definitions, conducting basic client training, managing requests and incidents, and identifying improvement opportunities.

What level of German language proficiency is required for this role?

Advanced proficiency in German is required for this role.

What is the educational background required for this position?

A Bachelor's degree in Business Management (3-5 years) is required.

Is experience in client management necessary for this role?

Yes, the role requires 0-2 years of experience in client management.

What tools and methodologies are required for this job?

Proficiency in MS Office, specifically Microsoft Excel (beginner level), is required.

What behavioral skills are necessary for success in this position?

Strong collaboration/teamwork skills, client focus, adaptability, excellent communication skills (oral and written), and critical thinking are necessary.

Is this position eligible for remote work?

Yes, this position supports remote work in a hybrid format.

What commitment does BNP Paribas have regarding diversity and inclusion?

BNP Paribas is committed to providing equal employment opportunities and ensures no individual is discriminated against based on various grounds, promoting a diverse work environment.

What values does BNP Paribas emphasize regarding work-life balance?

BNP Paribas promotes a culture of good integration between work and rest, valuing employees' personal lives outside of work to recharge physically and mentally.

How is the training provided for internal and external users?

Basic Neolink client training is offered both on-site and via web demos for internal and external users, including cross-training and updates on new features and releases.

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BNP Paribas

The bank for a changing world

Finance
Industry
10,001+
Employees
1848
Founded Year

Mission & Purpose

more than 190,000 employees, including more than 145,000 in Europe. BNP Paribas holds leading positions in its three major operating divisions: ⚆ Commercial, Personal Banking & Services for all the Group’s retail banking networks and several specialised businesses, including BNP Paribas Personal Finance and Arval; ⚆ Investment & Protection Services for savings, investment and protection solutions; ⚆ Corporate & Institutional Banking, which is focused on corporate and institutional clients. The Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realise their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, the Group has four domestic markets (Belgium, France, Italy and Luxembourg) and BNP Paribas Personal Finance is the European leader in consumer lending. BNP Paribas is rolling out its integrated retail-banking model in Mediterranean countries, in Turkey, in Eastern Europe and a large network in the western part of the United States. In its Corporate & Institutional Banking and Investment & Protection Services activities, BNP Paribas also enjoys top positions in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific.