Job Summary

To implement and deliver the retail and business banking customer life-cycle strategy aimed at deepening the bank’s’ relationship with its existing customer base in order to enhance wallet share, retention, and profitability. The scope of the job holder will involve driving the bank’s customer life cycle management objectives in the following areas;

• Acquisition & Onboarding
• Activation
• Cross-sell
• Value Management
• Retention & Win-back

Key Accountabilities/Deliverables/Outcomes and Approximate Time Split.

Drive Business Performance and Growth. Time split 80%

Drive Business Performance: Retail Banking

• Implement and drive the Data Led Engagements and Sales Strategy in all the retail banking segments to drive the desired annual/periodic income and balance sheet targets.
• Track and report on product penetration and value management activities in all the retail banking segments utilizing campaigns across all the available channels through cross-sell, up-sell, down-sell, and activation initiatives.
• Reengineer promotions and campaigns based on the outcomes of previous retail banking campaigns.
• Proactively manage and adjust DLS/CLM plans in response to changing customer needs and behaviors and emerging opportunities or business gaps.
• Regular engagement with colleagues at both branch and regional levels on the various initiatives and campaigns under the customer life cycle management strategic plan for the segment
• Build and maintain proactive relationships with internal stakeholders including product/proposition and segment heads including Enterprise, Lending, Bancassurance, Mortgages, Liabilities, Channels, Islamic Banking, etc to drive performance.
• Work closely with the chief data office in implementing the data-led sales and clearing house rules:
  • Confirm proper customer mapping to the owner and engagement channel.
  • Customer segmentation as prescribed by the products team.
  • Manage data requests from branch and telemarketing teams.
  • Determine optimal leads based on mapping and segmentation, and optimal lead volume per branch/telemarketing agent.
  • Leads prioritization.
  • Leads tracking and daily/weekly/monthly reports.
  • Feedback dissemination to business
  • Allocation and tracking of selling lists to telemarketing agents and branches.

Drive Business Performance: Business Banking

• Implement and drive the Data Led Engagements and Sales Strategy in all the business banking segments to drive the desired annual/periodic income and balance sheet targets.
• Drive product penetration and value management activities in all the business banking segments utilizing campaigns across all the available channels through cross-sell, up-sell, down-sell, and activation initiatives.
• Reengineer promotions and campaigns based on the outcomes of previous business banking campaigns.
• Proactively manage and adjust DLS/CLM plans in response to changing customer needs and behaviors and emerging opportunities or business gaps.
• Regular engagement with colleagues at both branch and regional levels on the various initiatives and campaigns under the customer life cycle management strategic plan

Drive Business Performance: Special Projects and Initiatives

• Drive business process enhancements aimed at improving acquisition, activation, value management, and retention activities across the bank’s existing channels.
• Drive product and channel-level portfolio management activities in line with each product/alternate channel portfolio management plan
• Effectively drive the digital lead generation and management initiative
• Effectively drive the centralized lead management initiative
• Participating in any other strategic projects aimed at enhancing the banks’ customer life cycle management objectives.

Data and analytics

• Weekly cascade of the CLM portfolio management dashboard to support portfolio management activities by the complement of universal bankers and branch managers.
• Provide a weekly analysis of the key opportunities and drivers of performance within the allocated portfolios.
• Provide a weekly analysis of SME portfolio metrics.
• Weekly analysis of the status of the Optimus and central lead management initiatives
• Global portfolio analysis of the retail and business banking base to derive customer-level insights required to drive business decisions.
• Provide monthly scorecard inputs to drive the evaluation of colleagues’ performance across the branch network and telemarketing teams.

Stakeholder Engagement & Management. Time split 10%

• Ensure ongoing communications with key business stakeholders to help drive the achievement of the desired annual/periodic income, income per customer, balance sheet, active customer, product holding, and digital penetration targets.
• Ironing out of any CLM and DLS-related issues rising through dialogue with stakeholders or analysis conducted
• Maintain a “feedback loop” with key stakeholders and engage on any emerging strategic developments or issues affecting the execution of the laid-out strategy.

Team and Personal Development. Time split: 5%

Team Development

• Work closely with colleagues across all the functional areas to help deliver exceptional results.
• Build effective relationships, influence and motivate teams to ensure their wholehearted commitment to effective implementation of CLM and DLS
• Deliver high-impact solutions to challenges faced in achieving CLM/DLS objectives.

Self-Development

• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas of development.

Risk and Control. Time split: 5%

Risk and Control

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements and internal policies and standards as well as relevant procedure manuals.
• Understand and manage risks and risk events (incidents) relevant to the role.

Role/person specification

Knowledge and Skills

• Proven stakeholder management skills
• Proven understanding of the product range, both asset and liability, available to Absa’s customers
• Proven awareness of the range of bank processes and procedures as well as compliance requirements
• Proven track record of process improvements aimed at delivering superior customer value
• External market awareness, knowledge of business trends, and new developments including offerings of the bank’s competitors.
• Proven analytics and presentation skills

Behavioral Competencies

• Good written and verbal communication
• Good organizational and coordination skills
• Strong problem-solving skills
• Strong influencing skills
• Networking ability

Technical Competencies

• Data literacy and Data analytic tools
• Stakeholder Management skills
• Business Acumen
• Commercial Effectiveness
• Strong Analytical skills