JOB PURPOSE
- Responsible for developing and executing country agenda on Segments to deliver sustainable growth across Business, Priority and Personal Clients.
- Responsible for growing market share and increasing client level profitability by supporting new acquisition and relationship teams and portfolio management of Secured, Unsecured, Liability, Wealth, Trade & Working Capital and Cash Management products based on client needs
- Achieve the Revenue, Balance Sheet and Loss adjusted Returns as per budget
- Ensure consistent Portfolio health and Service on client propositions as per budgeted benchmarks
KEY RESPONSIBILITIES
Business Performance
- Collaborate effectively with Corporate and Institutional Banking/ Transaction Banking, Employee Banking, Client Acquisition and Relationship teams across segments to leverage the eco-system and help deliver sales volume to achieve budgeted Balance Sheet and NFI targets
- Execute global standard Client Optimization strategies to deliver Client & Product level RoRWA
- Implement the integrated segment marketing strategy to launch/re-launch the program value proposition and specific enablers and track program performance
- Optimize fees and charges to create value for clients in line with TCF principles
- Collaborate with Retail Analytics, Credit Initiation, Client Acquisition and Relationship teams to enhance the segment pipeline, increase products per customer, improve approval rates and effectively tail manage the portoiflio to deliver Retail Banking Productivity metrics of client activation and negative revenue accounts
- Identify alliance partners and negotiate relationships to enhance the Segment Value Proposition and provide leads to the acquisition teams
- Ensure scorecard alignment through active participation in the Retail Banking Incentive Commitee
- Support the development of appropriate training content for the acquisition, relationship and service teams
- Responsible for Portfolio health on relevant products – delivery through regular engagement with Risk teams in country to track portfolio performance (through lead indicators) and taking necessary actions to ensure loan impairment is within approved and acceptable limits. Work closely with Portfolio Managers to ensure the following:
- Credit/ Business Monitoring; Managing overdue BCA / CCRT, turnover monitoring, NOC review etc
- Excess management & follow-up for tracking closure of excess granted to the customers (approved & unapproved cases).
Service Delivery
- Have oversight and ownership on end-to-end (standard) process to ensure execution of on-boarding for clients and fulfillment through engagement with relevant stakeholders involved in executing the standard process to ensure we deliver a seamless client CVP
- Complaints & Client Experience: Collaborate closely with the CEPG teams to Identify gaps and design failures in existing process and products and work with global and regional product teams to solve for endemic design issues to improve overall product and Service delivery
Product Launches & Product Maintenance
- Work with Products and frontline teams to identify client needs and launch existing global product solutions to meet these needs. In the absence of existing global solutions work with the Product team to have the relevant proposition developed as a solution for implementation
Governance
- ECDD Migration follow-up & tracking closure.
- Ensure compliance to Group & Country AML and CDD policies
- Ensure compliance to the CCPM
KEY RELATIONSHIPS
- Client Relationships Head, Cliant Acquisition Head, Products Head and CEPG Head
- Operations, Risk, Wealth Management, Brand and Marketimg, L&C, Finance, Retail Analytics
- Business and Priority Clients
KEY MEASURABLES
- Financials – Balance Sheet, P&L, LAR, RoRWA
- Productivity – PPC, No. of Active Clients, No. of New Clients, Cross-sell per Client, Tail management
- Risk Management – Lead Indicators on delinquency and IIP
- Effectiveness of controls – evidenced by satisfactory Audit results and CSTs
- Client feedback – NPS, Voice of Customer surveys etc
- People – Engagement metrics (My Voice) and attrition
Diversity and Inclusion
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.
