Affluent Express Manager
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
How to Apply
