Essential Functions

• Designs, tests, and scales campaigns to improve engagement, increase entrenchment, drive cross-sell, improve TPS transactional turnover, minimise client disengagement through retention, and improve conversion of NTB sales to active clients.
• Identify ad hoc campaigns to drive financial targets for Personal Banking i.e. liabilities, assets, salary switch, etc.
• Implement and track progress on campaigns targeted to reduce inactive client base and attrition through set measures for Personal Banking.
• Ensure appropriate recovery and resolution plans to protect the segment from any untoward event. Identify and provide appropriate solutions for threats and opportunities within the client base.
• Drives cost reductions through optimization of onboarding, entrenchment, and retention activities.
• Enable effective monitoring and reporting of key success measures for onboarding nursery strategies, activation, entrenchment and retention.
• Prepare and share weekly/monthly/quarterly reports on the status of the Personal Banking Entrenchment capability (e.g., client uplift and successful/unsuccessful campaigns).
• Work with Personal Banking, Personalization, Client Coverage, Digital and eCommerce and other relevant domains/business areas to effectively implement and ensure success of Entrenchment capability

Work Experience

• 3-4 years’ Team leadership within Branch network or contact centre environment with good understanding in Bank processes, policies, products and customer life cycle management (Customer Entrenchment, retention and cross sell)
• Motivates individuals by empowering them; seeks to inspire people and groups; gives encouragement to others
• Strives to achieve outstanding results; is ambitious and acts with determination; persists through difficulties to achieve results
• Is focused on continuously improving things; provides insights by identifying key issues; makes intuitive judgements
• Applies practical skills when investigating issues; prefers to learn by doing; is practically minded and applies common sense.
• Prepared to disagree and question assumptions; challenges ideas and established views; comfortable arguing own perspective
• Is open to taking up learning opportunities; is quick in acquiring knowledge and skills; develops expertise by updating specialist knowledge.
• Copes with change and variety; tolerates uncertainty and ambiguity; adapts to new challenges
• Builds rapport and puts people at ease; is engaging and welcomes people; finds it easy to make friends
• Is focused on activity and works quickly; keeps busy and maintains productivity; is comfortable multi-tasking to produce output
• Is articulate in giving presentations; is eloquent and explains things well; projects social confidence when articulating information
• Is comfortable having to persuade others; shapes opinions by being outspoken; seeks to negotiate with others
• Interprets data rationally by quantifying issues; applies technology as a means to evaluating data; evaluates information objectively.