Senior Complaints Specialist 

Swindon – Hybrid

We’re Arval BNP Paribas – we’re a global leader in vehicle leasing and the fourth largest leasing company in the UK.  Our passion for Service, Sustainability, and Solutions is brought to life by each and every one of our people – who we call Journey Makers.  

Culturally, we’re a friendly bunch – more human than corporate – and we serve a diverse customer base.  From families choosing their first electric vehicle, to global brands seeking to switch their fleets to electric vehicles – whatever our customers’ mobility needs, we have a solution to offer.

About the role

This is a new and exciting position within out Complaints Team. This is a Senior Complaint Handler with a bit of a difference.  The key purpose of the role is to support the FCA definition of a regulated and reportable complaint by performing the initial triage of regulated complaints after they are raised by the front line Teams. To ensure they are genuine expressions of dissatisfaction that require investigation by our Regulated Complaints Team.  You will also perform 1st line quality control and assurance testing for open and closed complaints.  A key part of this role is to identify continuous improvement in the way complaints are captured, and to work transversally across the business teams to provide constructive feedback which will increase our opportunity to provide a first time resolution to our customers.  

You’ll also deliver exceptional customer service experience when handling regulated customer complaints and make sure you do so in accordance with our Complaints Handling Policy and Procedures, as well as meeting our regulatory responsibilities.  

You’ll make the difference in turning a negative experience into a positive outcome for the regulated customer.

Some of your key responsibilities will include:

  • To triage / manage regulated complaints to deliver good customer outcomes.
  • To work in partnership with internal teams, partner, and suppliers to ensure efficient handling of complaints / referrals.
  • To be responsible for the ownership of the triage and allocation of complaints.
  • Maintain central records of complaints / referrals and decisions/outcomes with a view to identifying opportunities to improve service to customers
  • To perform the 1st line quality control and assurance to support continuous improvement.

What we’re looking for

This is an ideal opportunity for someone who likes attention to detail, and relishes picking up a problem, and want to get things right.  You need to have excellent customer service skills as well as be confident enough to be able to feedback to internal and external stakeholders.

Ideally, you’ll have good knowledge or awareness of relevant regulatory requirements, including but not limited to the Financial Conduct Authority, The Financial Ombudsman, The Consumer Rights Act & The Consumer Credit Act, and BVRLA.

Experience in 1st line quality control and assurance would be advantageous.

You’ll also be able to demonstrate:

  • A high level of accuracy and attention to detail.
  • Be able to navigate and use Excel comprehensively.
  • Resilient, with the ability to remain calm under pressure.
  • Excellent and proven customer service skills with the ability to communicate to a high standard, both verbally and in writing
  • Proven track record of working with and handling complaints. Experience in the financial services and/or leasing industry would be advantageous.

The package

We offer a basic starting salary of basic salary of up to £35,000 and a bonus of up to £1,900.   We also offer 25 days holiday as standard, plus bank holidays, an extra day off for your birthday, and the option to purchase an additional 5 days.   

We also provide a comprehensive benefits package, including:

  • Private medical cover, including a digital GP service.
  • Company pension with up to 10% employer contribution
  • Discounts on our products and services and discounts in many high street brands
  • 2 paid volunteering days every year
  • Free on-site gym
  • Subsidised restaurant serving chef-prepared breakfast and lunch, plus discounted Costa Coffee
  • Plus, a range of flexible benefits to suit your lifestyle.

Ready to make a difference?

Sound interesting?  Click to apply, then follow the usual application process with an updated CV and a member of our Talent Acquisition team will review your CV.  

We’re passionate about being consciously inclusive employer, with a strong Speak Up culture.  We’re also proud to be a Ban the Box employer as part of our commitment to a fair and inclusive society for all.  

Interview process

  • Telephone interview our Talent Acquisition team
  • 1.5-hour meeting with the hiring panel, which will include a competency-based interview and relevant scenario.

If you’re not shortlisted, we’ll still let you know the outcome of your application.  

What are you waiting for?   Apply today and we’ll be in touch.   

Business Area/Dept Overview

BNP Paribas is a leading bank in Europe with an international reach. It has a presence in 73 countries, with more than 196,000 employees, including around 149,000 in Europe. The Group has key positions in its three main activities: Domestic Markets, International Financial Services (whose retail-banking networks and financial services are covered by Retail Banking & Services) and Corporate & Institutional Banking, which serves two client franchises: corporate clients and institutional investors.

 

BNP Paribas Corporate and Institutional Banking is a globally recognised leader offering capital markets, securities services, financing, treasury and advisory solutions. The Front Office Internship is part of either the Global Banking or Global Markets business lines.

 

Global Banking focuses on 3 main business areas: Corporate Clients Group, the gateway of BNP Paribas’ integrated offer, which manages all the interactions between the Bank and its corporate clients; Capital Markets, operates across debt and equity; and Transaction Banking, which deals with Cash management, Transactional FX, Deposits, Trade financing and Supply Chain Solutions.

 

Debt Markets EMEA’s mission is to serve the bank’s corporate and private equity clients, by originating (jointly with Coverage), structuring and executing all debt transactions (corporate facilities and event-driven transactions). Debt Markets is structured around:

 

·       Leveraged Finance and Leveraged and Infrastructure Telecom & Media Financing

·       Investment Grade Finance (Debt Capital Markets & Loan Capital Markets)

 

The Leveraged Finance team is responsible for the origination, structuring, underwriting and execution of:

 

·       LBO and Corporate Leveraged financings (including both Institutional TLBs and HYBs)

·       Integrated financing solutions to midcap and sub-investment grade corporate clients

·       Portfolio monitoring of clients under LBO

·       Working together with other BNP Paribas teams (including M&A, Syndication, Rating) across Europe as well as with external partners.

Job Purpose

 

As a full member of the team, working closely with analysts, associates, VPs and directors and with the benefit of an intensive on‐the‐job technical and professional training, the intern will have the opportunity to work in a solid and leading investment banking reality and be able to participate and contribute end-to-end to all steps of the transactions.

Core accountabilities of role

 

·       Client pitches (new LBO / corporate acquisitions, refinancing, recap, A&E)

·       Credit analysis on new transactions; including:

·       Market & company analysis, understanding main industry trends, competitive landscape, company profile and performance

·       Contribution to main risk analysis and financial projections modelling

·       Internal credit memo write-up, mainly focusing on: company presentation, market overview, group performance, business plan and projections

·       Take part in the follow-up of existing transactions / portfolio management, including:

·       Update of financial results, ratios calculations and performance analysis

·       Annual and quarterly reviews as well as amendment requests

 

Knowledge, Skill and Experience

·       Education: Master degree in Finance, Economics, Business Administration, Accounting and Financial Management, Master degree in Management Engineering (Specialization in Finance)

·       Behavioural skills: strong analytical skills and attention to details; good communication and organizational skills; collaborative approach; team spirit and ability to adapt; proactivity and problem solving attitude; strong interpersonal skills.

·       Technical skills: Fluent English and Italian (written and spoken); solid knowledge of financial analysis; very good skills on PowerPoint and Excel

·       Prior experience in investment banking is appreciated

Duration: 11 months

Location: London

Salary: Competitive

PLEASE NOTE

  • You may only apply for up to 4 long term internships per recruitment year.
  • Successful candidates for this long term internship must be based in London from the start of their role.
  • Please discuss the available start dates with your interviewers.

The Role

The Client Accounting Manager works with a small team of other Client Reporting Accountants and is responsible for all aspects of client and property accounting within a designated portfolio. The Client Accounting Manager is the focal point for co-ordinating our accounting service delivery to both external and internal clients. In addition, there may be a requirement from time to time to work on project type activities. In respect of such projects, there may be a direct reporting line to a member of the Client Finance Senior Management Team.

Key deliverables and responsibilities

•    Act as the principal contact point for clients, surveyors, and other relevant parties on all aspects of accounting service delivery for a designated portfolio of properties

•    Responsible for the accuracy and completeness of designated client accounting records, including client statements and/or profit and loss and balance sheet reporting, VAT and other tax reporting, charges to tenants and clients, rent deposits, and bank, cash, and service charge reconciliations, maintaining and collating supporting information as required

•    Understand and document specific client reporting requirements and operating procedures, and ensure that services are delivered in accordance with the agreed contract

•    Respond promptly to routine queries from clients, tenants and colleagues

•    Ensure that data pertaining to the portfolio is complete and accurate

•    Ensure that postings are made promptly, efficiently, and accurately, performing checks of work undertaken on the portfolio by other members of the Client Finance team in accordance with agreed procedures and controls

•    Attend client meetings as required and work with clients to understand their needs

•    Compile, check and deliver regular reports in accordance with agreed timescales, ensuring all necessary reviews have been undertaken and signed-off before issue

•    Regularly review funding to ensure clients’ payment obligations can be met and that monies collected are paid over without delay in accordance with banking requirements

•    Ensure at all times that client bank accounts are not overdrawn

•    Review property expenditure on a regular basis, agreeing the accuracy of coding with surveyors and facilities managers, resolving queries with suppliers and actioning any amendments required

•    Monitor rent, service charge, rates, and similar payments made on the clients’ behalf, ensure that these are made in accordance with the terms and, where appropriate, that associated tax receipts are obtained and filed or passed to the client as required

•    Ensure all service charge reconciliations are completed within three months of period end in accordance with client requirements and that any balancing charges and/or adjustments are processed promptly

•    Liaise with the credit control team to understand the arrears position and report to clients accordingly

•    Supervise the day to day activities of other client and assistant accountants assigned to assist on the portfolio

•    Complete month/quarter and year end processes and ensure appropriate accounting periods are maintained

•    Ensure routine charges are raised on a timely basis in accordance with lease and budgetary requirements

•    Agree interest charges on late payments and write-off of uncollectable charges with the surveyor responsible

•    Complete all statutory reporting required on behalf of the client

•    Assist in internal and external audits of financial information, procedures and controls

•    Calculate and compile completion statements on sale of properties or their transfer to other agents

•    Assist in identifying and resolving the allocation of unidentified receipts

•    Adhere to all agreed procedures and controls

•    Report client service delivery issues and routine key performance indicators

•    Oversee the set up and continued maintenance of the chart of accounts, sub ledger structure, banking rules and transaction types pertaining to the allocated portfolio

•    Specific project deliverables as may arise from time to time, as defined by the Client Finance Senior Management Team

Financial

•    Has an awareness of wider team or department budget

•    Participation in the annual property budget process through to submission to the client

•    Participation in ensuring the property decisions are made in support of achieving the budgeted result

Clients and Business Development

•    Assist in business development with new clients by demonstrating systems, processes and procedures operated by client finance

•    Report to clients based on trial balance to include profit and loss and balance sheet control account reconciliation to include input to the quarterly FMP for sensitive accounts

•    Prepare monthly reporting to the client to include variance analysis and commentary against budget and re-forecasts throughout the year

•    Ensure that data held on Tramps maps to the client systems chart of accounts and the all transactional reporting is in a format which can be uploaded to the client’s financial systems

•    Is proactive in building relationships with internal clients and responsive and helpful to external clients

•    Functional or specialist competence with relevant understanding of business/ departmental context

•    Completes own work under minimal supervision/guidance

•    Can deal with novel or difficult situations within context of own function or specialism

People

•    Active team player 

•    Proactively communicates to colleagues and shares expertise

Systems and Process

•    Ensure that processes and procedures are adopted across disciplines to ensure that accurate and timely accrual based accounting entries are calculated and posted monthly for deferred income and expenditure, accrued income and expenditure, prepayments and accruals

•    Manages, co-ordinates, implements and develops a range of important activities, processes, functions or relationships

•    Makes some decisions within field of expertise

•    May contribute to, or be expected to lead projects from time to time.

Person specification

Qualifications

•    Qualified or part-qualified in a recognised accounting qualification (CIMA, ACCA, AAT) with an appreciation of client reporting requirements, ideally in a property related role, or qualified by experience with at least three years property finance experience in a client facing role

Skills

•    Demonstrable understanding of basic bookkeeping, internal and external financial reporting, financial operations and associated processes and controls. Knowledge of property accounting, service charges, CIS and/or property VAT an advantage

•    Proficient in MS Office

•    Property management and accounting packages for managing agents

Experience

•    Highly numerate with strong attention to detail and excellent verbal and written communication skills

•    Self-motivated, responsible and organised. 

•    Committed to the provision of excellent customer service and to meeting deadlines

•    Ability to juggle priorities and recognise when to ask for guidance

We are proud to offer award-winning benefits to support and reward our employees:
  • Heath & Leisure: Private medical cover, 25 days annual leave + public holidays (the option of purchasing up to 5 additional days via flex benefits), health screening, gym discounts, wellbeing support, volunteering opportunities, cycle to work scheme, eye care voucher, travel & retail discounts, travel insurance, concierge service, kids pass, open fairways golf card, great company culture and social events (including sports teams, charity events, art pass), perks at work 
  • Financial:  Pension, life assurance at 8 x basic salary, group income protection (long term disability insurance), interest free season ticket loan, bonus scheme – you will be eligible to participate in the Company’s Bonus Scheme, share incentive plan, financial and mortgage advice 
BNP Paribas Real Estate is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, colour, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status.

The role

An exciting opportunity to join our lettings team in Ascot as a Lettings Administrator to help the ongoing growth of the Lettings division

Responsibilities

•    Produce all new Tenancy agreements within 24 hours from receipt of the offer from the front office 

•    Draft the appropriate tenancy agreement (to be checked by the Office Head with accompanying correspondence) and send out for engrossment to both parties via Adobesign

•    In the case where the tenant or landlord wishes to use their own tenancy agreement refer both parties to independent Solicitors for specialist advice

•    Prepare initial invoices, standing orders and rent demands for tenants

•    Produce deed of guarantee document if required and send for signature or prepare up front rental payment invoice

•    Confirm receipt in office of signed agreement by both parties. If not received, escalate and chase where necessary until received

•    Drawing up all legal notices on behalf of the Landlord and processing efficiently and effectively

•    Preparing communications and administering for any tenant or tenancy changes in regards to a deed of assignment and/or deed of surrender to end a tenancy

•    Consult and update Team Manager and Lettings Office Head where necessary

•    Ensuring all correspondence is responded to promptly

•    When required, welcoming visitors and dealing with as appropriate

•    Attending Lettings and team meetings 

•    Notifying Team Manager of any potential property issues

•    Supporting and assist the team on the daily in the absence of other team members

•    Maintaining paperless filing system – ensuring accurate and up to date.

•    Keeping databases up to date including RPS

•    Proactively maintaining own legal knowledge and comply with all Lettings legislation 

•    Ensuring the necessary processes and procedures are in place to support compliance

•    Ensuring accurate data entry and any missing data is obtained and incorrect data corrected

•    Undertake any other duties within capabilities as and when required

•    Registering applicants

•    Booking viewings

•    Carrying out occasional viewings

Person specification

Qualifications:

•    Educated to GCSE level or equivalent as a minimum

Experience:

•    Experience in a similar role

•    Excellent communication skills

•    Customer-focused with commitment to maintaining excellent service standards at all times

•    Organised and systematic – able to prioritise workloads

•    Ability to follow processes with good data entry and accuracy

•    A smart appearance and professional approach is essential

•    Team Player 

•    Confident phone manner

We are proud to offer award-winning benefits to support and reward our employees:

  • Heath & Leisure: 25 days annual leave + public holidays (the option of purchasing up to 5 additional days via flex benefits), health screening, gym discounts, wellbeing support, volunteering opportunities, cycle to work scheme, eye care voucher, travel & retail discounts, travel insurance, concierge service, kids pass, open fairways golf card, great company culture and social events (including sports teams, charity events, art pass), perks at work 
  • Financial: Pension, life assurance at 8 x basic salary, group income protection (long term disability insurance), interest free season ticket loan, bonus scheme – you will be eligible to participate in the Company’s Bonus Scheme, share incentive plan, financial and mortgage advice 

Strutt and Parker is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, colour, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status.

We are searching for a new Head of Data Governance to help define, manage & monitor the local data management organisation and initiatives in accordance with BCBS 239, DPA18/UK GDPR and future relevant regulatory principles, championing and educating on these principles throughout the business. The Head of Data Governance will promote a “Know Your Data” (KYD) culture to ensure all relevant decisions are taken in full awareness of their impacts.

Key Responsibilities

The Data Governance team are part of Data and Analytics Office team whose responsibilities cover:

  • Developing the local data strategy in line with BNP PF & Global strategy
  • Define, manage & monitor Data Governance principles in the organisation, supporting Data Protection implementations and monitoring of and intervention in other initiatives accordingly to DPA18/GDPR, BCBS 239 and relevant other principles
  • Define and monitor appropriate controls including data integrity & data privacy
  • Be the experts on Data Regulation: Key contributor to BNP PF BCBS 239 initiatives to ensure we are line with UK GDPR requirements
  • Supporting the business by coordinating and owning some of the framework(s) for the Record of Processing Activity (ROPA), Data Protection Impact Assessments (DPIAs), Data Management Compliant Labels and similar processes as required
  • Championing, growing awareness and knowledge of data privacy & protection, governance and compliance
  • Support the CDAO in owning and authoring the Data Governance Framework and its associated committees, sub frameworks and structures.

As part of this strategy, you will:

  • Define & set up the organisation for data quality management & controls
  • Ensure a data quality management framework is adhered to at all times
  • Carry out risk assessments on data within the organisation & provide recommendations for improvement
  • Proactively identify where policies are missing and work with the business areas to develop & implement these
  • Maintain a transversal view on each critical data element along its data lifecycle to Overseeing the management of the data flow/control documentation and lineages

Skills and Experience

  • Excellent communication skills with the ability to translate complex data & analytical related business issues into a simple message that drives accountability, ownership & resolution
  • Strategic mind-set. Ability to think and deliver strategically
  • Extensive knowledge of Data, Data Storage Data infrastructure and the optimum tools to access it; and experience in establishing data quality management & controls within the Financial Services sector
  • Expert / Deep understanding of the Data Regulations and its impact on a Financial Services organisation
  • Logical but creative thinker
  • Proved negotiation and convincing approach from junior to senior employees; Experience at getting buy-in to complex ideas at all levels of the business.
  • Demonstrable stakeholder management credentials o Proven experience of acting as the primary contact on data related topics within the Financial Services sector

The role

Working with the Director and assisting with the management of a number of properties for our clients across the North region. 

The individual is to take immediate responsibility and ownership of managing their own clients and their buildings. These may include overseas investors, UK Institutions and Property Companies. 

Assist the Director in business development and increasing the team’s fee income through new business and cross selling. 

Support the Director in managing the team and the wider services, including Facilities Managers and Client Finance staff working on their instructions. 

There is a supporting team of facilities managers, building managers and our Helpdesk, and the job will require liaison with the full complement of property management staff across the business including employees of BNP Paribas Real Estate Facilities Management as well as staff across other business lines such as agency, lease advisory, building consultancy and investment agency businesses.

Key Deliverables

•    Taking responsibility for some clients and helping service others

•    Taking line manager responsibility for members of your team

•    Providing high quality Property Management to your client and Director

•    Management of Lease / Tenancy Schedules

•    Liaising with clients, their solicitors and tenants on daily basis

•    Attending regular tenant meetings

•    Dealing with individual tenant applications and managing all licenses

•    Preparing reports for client meetings

•    Undertaking regular service charge expenditure monitoring and reporting

•    Liaising with property management accounts team on production of annual service charge budgets, approving reconciliations, rent raising reports

•    Management of income arrears and recovery, invoice approvals, setting up new properties, completing change notes, updating the Helpdesk and Tramps, etc

•    Due diligence for acquisitions and disposals

•    Attending client meetings

•    Attendance and positive contributions at team and department meetings

Person specification

•    Degree level qualification 

•    MRICS qualified

•    Proven experience within a commercial property management department or similar, operating within the office sector and with client facing responsibility

•    Managing lease events, rent reviews and expiries. 

•    Dealing with occupier applications proactively

•    Good L&T knowledge

•    Understanding of office market trends and workspace demands

•    Property management accounting knowledge – statements of account, service charges and arrears recovery.

•    Managing staff and working collaboratively within a team 

We are proud to offer award-winning benefits to support and reward our employees:

  • Heath & Leisure: Private medical cover, 25 days annual leave + public holidays (the option of purchasing up to 5 additional days via flex benefits), health screening, gym discounts, wellbeing support, volunteering opportunities, cycle to work scheme, eye care voucher, travel & retail discounts, travel insurance, concierge service, kids pass, open fairways golf card, great company culture and social events (including sports teams, charity events, art pass), perks at work 
  • Financial: Pension, company car allowance, life assurance at 8 x basic salary, group income protection (long term disability insurance), interest free season ticket loan, bonus scheme – you will be eligible to participate in the Company’s Bonus Scheme, share incentive plan, financial and mortgage advice 

BNP Paribas Real Estate is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, colour, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status.

Company purpose:

Our company purpose is to contribute to a responsible and sustainable economy by financing and advising clients according to the highest ethical standards.


Our employer promise is built around three pillars:

• Being a great place to work

• Committed to sustainability and having a positive impact

• Being dedicated to the development of our people

Business area

BNP Paribas’ Global Markets business offers a broad range of products and services in the global interest rates, credit, currency, equities & commodity markets. Global Markets help their franchise of clients find effective ways to raise and invest capital as well as manage their exposure to risk. Their client base comprises of hundreds of corporations, institutional investors, banks, governments and supranational organisations. Global Markets has the scale and reach to conduct business anywhere in the world and deliver products denominated in almost all of the world’s currencies.

Digital Team is charged with driving innovation and digital transformation of Global Markets businesses across client platforms, internal tools and 3d party technologies. In addition, the team reinforces Global Markets’ relationship with fintech, aligned with Global Markets’ business strategies working together with the strategic investment team.

Job purpose 

As a GenAI GTM Product Manager you will be responsible for building MVP & scalable solutions leveraging on the latest AI capabilities to deliver high value products and use cases to the business in collaboration with the AI LAB, Tech and business teams.

Key responsibilities

•    Design and implement Gen AI (LLM) solutions across Global Markets leveraging on the latest AI technologies (e.g. Large Language Models) and the technical team.

•    Continuously monitor and improve performance and usage of solutions across the lifecycle, analysing data to identify areas for improvement and growth.

•    Participate in prioritisation of business use cases and allocation of resources.

•    Help to build a team of GTM Product Managers ensuring good practice and execution of use cases.

•    Keep updated with the latest AI-related technologies and market developments.

•    Work closely with AI-LLM Product Team to shape future capabilities, eliminate blockers, suggest improvements, and ensure reuse of (part/all) the delivered solutions across businesses.

Scope: Global

Requirements

•    Master’s degree in Computer Science, Engineering, Mathematics or a related technical field.

•    Proven experience in building and deploying technical solutions leveraging on latest (AI) technology. 

•    Strong programming skills.

•    Experience with LLMs, RAG or agentic use cases.

•    Good understanding of concepts and algorithms underlying LLMs.

•    Strong communication skills and ability to articulate technical concepts to business stakeholders.

And of course, we expect all our colleagues to embody and practice the Group values (alignment with the Bank’s strategy, commitment, work ethic, integrity and Code of Conduct).

A bit more about why you should join us


1. We’re a great place to work

We aim for optimal work/life balance (depending on role, this includes hybrid working, flexible working and agile)

We are proud of our award-winning flexible benefits and health & wellbeing strategy. Our flexible benefits include:

• Generous holiday allowance of at least 26 days (plus bank holidays) – with option to buy and sell holidays.

• Valuable financial plans – a 12% non-contributory pension which has been moved to sustainable investments*, life assurance*, income protection and personal accident insurance.

• Extensive wellbeing and mental health offering – one of the most advanced private medical schemes in the UK, dental cover, wellbeing app, Cognitive Behavioural Therapy support, subsidised gym memberships, bespoke health assessments including genetic testing, Private GP (including digital GP services to parents of employees), Employee Assistance Programme, menopause & fertility support (we are an accredited Menopause Friendly Employer), neurodiversity assessment and support.

• Key onsite services and facilities in London – include physiotherapy, nutrition, massage therapy, physiology, mental health first aiders, seasonal flu vaccinations and free onsite fitness centre.

• Plus, emergency back-up care for dependants, green car leasing, season ticket loan, and a range of other benefits.

* Subject to relevant caps

2. As the eurozone’s largest bank, we are committed to having a positive impact in the world.  

For example, we are committed to Net Zero in all of our financing and investment portfolios by 2050. By 2030, 80% of our energy production financing will be low carbon.

But impact for us means more than climate. It means empowering our people every day. Everyone gets four volunteering days each year – in 2023, we achieved over 18,000 hours of volunteering across the UK and reaching over 4,500 young people.

3. We believe in our people

We support our people to develop skills to adapt to the ever-evolving world of work and to prepare for the jobs of today and tomorrow. We do this through a comprehensive training offering, talent programmes, mentoring, career days and inhouse career tools.

We are proud of the number of our people who progress and secure new roles internally. In fact, in 2023, nearly half of our positions in UK CIB were filled internally. 

Investing in our people also means we have a collaborative and inclusive culture:

• Direct feedback from our people shows that our internal culture sets us apart from our industry peers.

• Each year, nearly 30,000 employees globally are involved in professional networks that play an active role in promoting Diversity and Inclusion within the Group. These include our:

Pride Network, Ability Network (which supports disabled employees), MixCity (gender equality network), Women in Global Markets, Women in Global Banking, Women in IT, Diversity Equity & Inclusion in Technology, Early Careers Network, Multicultural Network and Parents & Carers Network.

Equal opportunities 

BNP Paribas is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other legally protected status.

Adjustments

We don’t want anyone to be disadvantaged in our recruitment processes, so if you have a disability or health condition which may mean that you’d benefit from some adjustments or additional support, please let us know as early in the process as possible.

#LI-Hybrid

The role
As a member of our Fulham Residential Agency team you will play an integral part in representing the firm’s brand and act as a first point of contact for our clients, alongside this there will be some administrative duties required in order to support our team. 
Responsibilities
•Conducting viewings on behalf of the sales team with prospective buyers or tenants. 
•Acting as a brand ambassador for Strutt and Parker and BNP Paribas when interacting with clients of potential clients. 
•Driving sales through the recommendation of Strutt and Parker services and the support of our sales teams based in offices
•Providing exceptional customer services in all client interaction
•Providing feedback to the office, or clients as required, following viewings. 
Person specification
•Experience is not essential but would be preferred
•Experience in a customer service or client facing role managing high end clientele. 
•Demonstrates a professional approach to dealing with clients
•Excellent communication skills both over the telephone and in person
•Ability to establish and maintain effective working relationships with colleagues and clients
•Good organisational and co-ordination skills
•Must hold a full, valid driving licence

Strutt and Parker is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, colour, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status.
The role
The Client Accounting Manager is responsible for leading a team which manages Client Accounting and Financial Reporting for our Client(s).
The primary objective of the role is to ensure that the property accounting matters of the properties are managed in an effective and timely manner in accordance with Client requirements.  
The Client Accounting Manager supports the Associate Director by:
•Ensuring that all Client and property accounting services are delivered to a consistently high standard and to the service levels required by the Client;
•Managing and leading activities within the Client Accounting and Financial Reporting team to ensure a high performing, efficient and effective accounting function and being responsible overall for the full service;
•Maintaining complete and up to date records and financial management, including applying accounting regulations, query management, service charge management, reconciliations, capex, opex and other Client specific procedures;
•Advising surveyors, Clients and team members on the most appropriate actions;
•Ensuring contractual compliance across the team, including SLAs and KPIs are achieved on behalf of BNPPRE;
•Continuously improving processes for market leading best practise financial management and in accordance with all relevant legislation; and
•Contributing to the fee generation and cost savings of the Client Finance team
Key deliverables
People
Effective People leadership is considered critical to the success of the department, to ensuring we attract and retain high performing talent. As a member of the Management team, it is key that this role will: 
•Lead the Client Accounting and Reporting team, ensuring employees are of appropriate calibre, well trained and motivated, and organised effectively to meet client requirements;
•Oversee recruitment, retention and career development of employees to develop committed, client focussed teams;
•Establishing and implementing departmental and team targets, setting objectives for the team, ensuring that they are communicated clearly and effectively, and that individual performance by team members against these objectives is monitored, measured and managed;
•Implement the company’s performance management programme, adhering to and promoting internal performance standards, and ensuring areas for development and improvement are identified and addressed; and
•Act as a mentor and role model to the Client Accounting and Financial Reporting team members in their day to day activities. Provide coaching and support the team to ensure appropriate levels of performance and technical skills are maintained.
Processes
Processes are seen as essential to the operations of the team, department and wider internal stakeholders. As a member of the Management team, it is key that this role will: 
•Develop, implement and continuously improve processes and procedures to ensure service delivery standards for internal and external clients are met; 
•Design and implement the departmental control framework and delegation policy relevant to their areas;
•Work with internal audit and compliance to ensure that all compliance and control requirements are met; and
•Participate in and monitor the effectiveness of controls of activities performed by the team.
Service Delivery
The Client Finance department is a critical part of service delivery to many of the BNP Paribas Clients and the Client Accounting and Financial Reporting function is considered to be market leading. As a member of the Management team, it is key that this role will: 
•Work with the SMT team and other members of Client Finance to improve the efficiency, effectiveness and control of the Client Accounting and Financial Reporting operations;
•Act as the principal contact point for Clients, surveyors, and other relevant parties on all aspects of accounting service delivery;
•Manage, monitor and produce client accounting records, including client statements and/or profit and loss and balance sheet reporting, VAT and other tax reporting, charges to Occupiers and Clients, reconciliations, CIS, rent deposits, and bank, cash, and service charge reconciliations, query response and maintaining and collating supporting information as required;
•Keeping property and finance data up to date and managing the finance elements of the database.
•Undertaking financial analysis and data analytics, with business intelligence as appropriate. 
•Ensure that services are delivered in accordance with the agreed contract;
•Attend client meetings as required and work with clients to understand their needs, interpret requirements and respond as appropriate;
•Provide advice and guidance to team members on the structuring of accounting records and achievement of reporting goals;
•Ensuring all necessary Quality Assurance reviews have been undertaken and signed off before issue; and
•Assist in internal and external audits of financial information, procedures and controls.
Responsibilities
•Individual and team based targets; and
•Manages within budget and minimises overhead spend.
•Manages existing Client relationships; 
•Identifies and helps progress new business opportunities both in and outside own discipline. Builds own network internally and externally;
•Able to work on a broad range of projects, referring to senior colleagues/ external specialists on highly unusual or technical issues;
•Specialist in one aspect of own discipline. Broad knowledge of principles and practices of related disciplines; and
•Enhances BNP Paribas Real Estate‘s reputation through successful delivery.
•Manages and leads the Client Accounting and Financial Reporting team;
•Recognised senior specialist who shares knowledge and advises others;
•Works with and develops junior employees; and
•Coaching/mentoring of others.
•Evaluates, adapts and improves standards, techniques and procedures; and
•Participates in the selection, testing and implementation of new systems features to support accounting operations and is a contributor to BNP Paribas Real Estate projects.
Person specification
•Highly numerate with strong attention to detail and excellent verbal and written communication skills;
•Experience of leading an accounting team within in a property management or similar environment;
•Qualified in a recognised accounting qualification (CIMA, ACCA). GCSE level qualifications including Maths and English; 
•Considerable practical experience in bookkeeping, internal and external financial reporting, financial operations and associated processes and controls
•Tenacious, presentable, assertive, adaptable, self-aware and self-motivated with excellent verbal and written communication skills and a professional manner;
•Conscientious and highly focussed, with detailed understanding of accounting and an appreciation of data protection issues;
•Understanding of accounting techniques, including sales ledger transactions would be an advantage;
•Good people management, interpersonal and mentoring skills, with demonstrable experience of leading teams;
•Committed to the provision of excellent customer service and to meeting deadlines;
•Commercially astute, innovative and solutions oriented;
•Organised and methodical, able to work to tight deadlines and manage time effectively, whilst also able to manage multiple projects; and
•Good skills in Microsoft Office products (Excel, Word, and Outlook).  Experience of property management and accounting packages for managing agents (ideally Trace Tramps, or similar packages such as Yardi Propware / Voyager, Qube Horizon) would be a distinct advantage. 
We are proud to offer award-winning benefits to support and reward our employees:
  • Heath & Leisure: Private medical cover, 25 days annual leave + public holidays (the option of purchasing up to 5 additional days via flex benefits), health screening, gym discounts, wellbeing support, volunteering opportunities, cycle to work scheme, eye care voucher, travel & retail discounts, travel insurance, concierge service, kids pass, open fairways golf card, great company culture and social events (including sports teams, charity events, art pass), perks at work 
  • Financial:  Pension, life assurance at 8 x basic salary, group income protection (long term disability insurance), interest free season ticket loan, bonus scheme – you will be eligible to participate in the Company’s Bonus Scheme, share incentive plan, financial and mortgage advice 
BNP Paribas Real Estate is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, colour, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status.
The role
As a member of our Harpenden Residential Agency team you will play an integral part in representing the firm’s brand and act as a first point of contact for our clients, alongside this there will be some administrative duties required in order to support our team. 
Responsibilities
•Conducting viewings on behalf of the sales team with prospective buyers or tenants. 
•Acting as a brand ambassador for Strutt and Parker and BNP Paribas when interacting with clients of potential clients. 
•Driving sales through the recommendation of Strutt and Parker services and the support of our sales teams based in offices
•Providing exceptional customer services in all client interaction
•Providing feedback to the office, or clients as required, following viewings. 
Person specification
•Experience is not essential but would be preferred
•Experience in a customer service or client facing role managing high end clientele. 
•Demonstrates a professional approach to dealing with clients
•Excellent communication skills both over the telephone and in person
•Ability to establish and maintain effective working relationships with colleagues and clients
•Good organisational and co-ordination skills
•Must hold a full, valid driving licence

Strutt and Parker is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, colour, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status.