Business Project Manager (ref. SRQ111312)

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Business Project Manager (ref. SRQ111312) bij BNP PARIBAS FORTIS

BRUSSEL

Functiebeschrijving

Mission context
The Customer Approach team within the Marketing Department is responsible for the Client Advocacy program for RPB. It is an important program within the Bank, aiming to improve NPS for every segment of the Bank.
This program is also strongly supported by the BNPPF Group, in order to be able to make a difference for the client, as Promoters tend to buy more, refer more to other potential clients and stay longer.
This program is built on 4 main dimensions:

  • Measuring & Monitoring: integration of Net Promoter System in all relevant surveys
  • Hot reactive loops: calling back the Detractors within a short time-frame in order to understand their negative feedback (done at network level)
  • Action plans: taking into account the feedback received from the clients in order to solve issues (close collaboration with Quality & Network)
  • Engagement: set up of trainings, piloting system and communication

Given the importance of the project and the recent launch of all elements, the team needs support from a hands on project manager, in order to take care of some specific parts within the program.

Function description
Support the Customer Advocacy Manager in all type of activities:

  • Project management tasks : plan meetings, set up progress reporting, lead project meetings, synthesis and mgt reporting
  • Preparation to Steerco & management meetings on the NPS topic
  • Management reporting : gather all data from different sources & stakeholders, bring them together & set & stakeholders up understandable management reporting in PowerPoint
  • Facilitation of meetings & workshops

Functie-eisen

Language requirements
Dutch Bilingual F/N required
French Bilingual F/N required
English Written English needed for presentation set up

Education
Master or equivalent by experience in project mgt in a Customer Relationship /Service sector or Commercial environment

Required experience / knowledge

  • 3 – 5 years experience in Project Management in Customer Relations / Commercial / Service environment
  • Project / Program management skills
  • Capacity to interact with various departments and interpersonal skills (stakeholders management)
  • Advanced facilitation skills
  • Project mgt in Customer Relations / Commercial / Service environment
  • Quick self-starter, pro-active attitude
  • Good Communication and Influencing skills
  • Good analytical and synthesis skills
  • Autonomy, commitment and perseverance
  • Structured approach
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