BNP Paribas Fortis wants to outsource activities and 500 employees of customer service

From next year, a separate Belgian entity will be established with her technology partner Accenture where these people will be housed will be in a press release on Thursday. The intention is to offer customers an even better service in an increasingly complex and rapidly changing environment, it is.

There will still be consultation with the social partners and the supervisors also have to give their approval. “The transfer is done with job retention and to similar employment conditions such as today,” emphasizes BNP Paribas Fortis. Even the place of employment would be retained for every person concerned.

The role of the supervisors is then important to ensure that outsourcing has no negative impact on the bank’s stability and the broader financial system, and that customers and other parties involved remain protected.

The BNP Paribas Client Service Center provides services behind the scenes, such as the processing of investment files, credit files, or of an estate of the customer. It is those activities that would move to Accenture. “The new entity will combine the expertise of bank employees with advanced digital tools, in order to offer the best-in-class solutions,” it sounds.

BNP Paribas Fortis is the first Belgian bank to perform such outsourcing operation, but that is not unusual internationally. For example, the Italian sisterbank BNL BNP Paribas has been working with Accenture for more than two years. “The expectations of customers about the services of their bank are still changing. In addition, the regulations have also become more complex, and that at a time when we are technologically going through a never -seen evolution, “explains CEO Michael Anseeuw. Instead of realizing the transformations that are needed for this, the bank has opted for a long -term partnership with its Tech partner Accenture. “This way we want to offer the employees of the Client Service Center the most advanced and future -oriented tools.”

What the financial consequences are for the bank, Anseeuw did not want to say.

In the first instance, nothing changes for the customer, it still sounds. In the long term it is intended that the lead time of a customer file will shorten, for example through the use of artificial intelligence. Files would also request less input from the customer in the future.