Job Purpose
To ensure the delivery of an express (virtual) sales and service function for Prestige/Executive, Private Clients in line with the overall Affluent and HNW Clients value proposition and objectives.
Responsibilities
Client
Leads the implementation of the Affluent Express capability, related toolbox(es) and life journeys in country and customizes accordingly.
Creates the operational environment in which Affluent Express will function including systems, processes, learning and development and people management.
Retains a key focus on client relationships, client experience and operational efficiency.
Implements and drives the agreed client value metrics in alignment with Affluent and HNW Clients segment requirements.
Contributes to all segment migration review processes as required.
Tracks and reports on adoption of the strategy and provides feedback to various domains and capabilities (including at client level).
Provides subject matter expertise on all Affluent Express matters.
Defines the iterative tactics required to improve onboarding and entrenchment.
Measures and tracks the success of the tactics executed upon and understands what works and what does not.
Leverages key partnerships to help drive Onboarding and Entrenchment capabilities.
Provides input into marketing strategies and initiatives.
Identifies client trends through internal and external insights, informs strategic choices and priorities by engaging with clients and leveraging client analytics.
Stays abreast of market and competitive developments in order to provide innovative and value-added services to clients who are served by many renowned organisations.
Applies mandates for concessionary pricing in order to retain relationship where the return is substantiated.
Facilitates the flow of accurate insights and management information to give the business insight into customer profitability, segment performance and any other appropriate key business drivers.
Provides input to Client Solutions teams in the development of new products and improvements to solve for the client need.
Applies appropriate tools and methods that enable the front line to deliver on customer demand, taking into account a holistic view of a customer’s interaction with the bank (e.g., SalesForce).
Collaborates with Marketing to design appropriate material for both internal and external distribution, ensuring messaging is consistent, clear and conforms to the brand envisioned.
Financial Management
Ensures the delivery of all financial and non-financial outcomes for Affluent Express.
Provides input and guidance on revenue leakage, revenue optimization, revenue mix and performance metrics.
Monitors and tracks actual against expected deliverables and prepares appropriate recommendations.
Identifies interventions to optimize portfolio returns (above designed return) through effective and conscious engagement of profit levers (NII, NIR, NIR, Costs, and Credit Loss Ratio (CLR) and challenging status-quo / existing interpretations.
Identifies and reviews non-profitable customers and puts measures in place to improve profitability either by improving product penetration or by reducing cost to serve.
Data
Provides advice and recommendations on best practices.
Ensures data captured is complete and accurate, along with measurement principles to determine adherence.
Supports and sponsors campaigns to achieve the intended targets and outcomes.
Risk, Regulatory Prudential guidelines
Accountable for risk management and adherence to all governance standards for the continued sustainability of Affluent Express.
Provides input into the risk appetite framework.
Adheres to the necessary governance frameworks needed in Affluent Express as the “first line of defence”.
Facilitates outcomes with key risk stakeholders to mitigate risk all the while balancing client experience for the affluent segment.
People
Sets the example and leads the team in line with the Group’s leadership identity, core values and People Promise.
Enables integrated ways of working and collaboration across the value chain to deliver for the client.
Inspires the team to deliver on the Group’s shared purpose and instilling a culture which enables the Group to evolve into a client led platform organisation.
Ensures alignment to the People and Culture standards with regards to all employee-related matters.
Provides input into talent strategy developed by People and Culture.
Identifies current and potential employee skill requirements in consultation with the People and Culture function.
Creates a culture of high performing employees across geographies and ensure employees remain in engaged in the work environment.
Qualifications
Bachelor’s degree or equivalent experience
Microsoft Office (Outlook, Excel, Word, PowerPoint, etc.) Organized
Strong leadership skills
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