Job Purpose:

To be accountable for the complete Personalization capability in country, including insights generation, direct campaigns, conversation portals, the creation and management of a multi-disciplinary insights and analytics team that partners in the design and delivery of personalized client conversations for Consumer and High Net Worth clients.

Outputs:

• Accountable for developing, productionising, and maintaining statistically robust and accurate campaign models to facilitate conversations in main markets, take-up optimisation across acquisition, retention, right-sell, and cross-sell interventions.
• Accountable for risk management and adherence to all governance standards for the continued sustainability of the CHNW Clients, country and segment.
• Accountable for the management and execution of personalised campaigns, which is supported by appropriate analytics and behavioural economics principles.
• Adhere to various domain guidelines. Collaborates with other segments, Client Solutions, Innovation, platform enablers and Corporate Functions for the enablement of multi-products and services.
• Conduct experiments on the combination of data and tool sets to best fit business requirements and this require constant adaption based on feedback.
• Creating in-country champions and ownership in driving effective provincial adoption of insights, triggers, and platforms.
• Define and implement remedial actions in collaboration with country, other segment heads and Client Solutions.
• Define and implement the financial outcomes required for Personalisation in line with CHNW Clients requirements and in close collaboration with domain heads, Innovation and Platform enablers.
• Define and lead the implementation of the Personalisation value proposition in country with input from segments and capability heads and in alignment with the CHNW Clients value proposition.
• Define appropriate processes for the management of the conversation portal demand from business and ongoing implementation of new conversations.
• Deliver on the Group’s shared purpose and instilling a culture which enables the Group to evolve into a client led platform organisation.
• Design and formulate a campaign management process (aligned to best practices framework) that is geared at achieving the strategic objectives as co-defined with countries and segments.
• Design, development, execute and adopt for a complete client conversation portal, in partnership with the Domain, enabling bankers to have contextually relevant and meaningful conversations with clients.
• Develop appropriate recovery and resolution plans to protect segments client journeys’ data from any untoward event.
• Develop client risk appetite based on the defined framework, which is signed off by CHNW Clients, Country in conjunction with Risk.
• Development and enhancement of a complete Customer Conversation Portal models / engines to improve relevance of conversations and introduce advanced conversations in countryCustomer Conversations Portal front-end design with user experience / visualization for both Relationship and Main market segments.
• Develops strategy for targeted campaigns through identifying business opportunities and translating those into informing high-impact campaigns across all phases of the customer lifecycle. Direct product / customer engagement campaigns based on contextual relevance, right time and right channel.
• Drive satisfactory audits and ensures that there are no repeat unsatisfactory findings as gauged by operational losses.
• Drive scalability of user experience design based on digital and physical integration points around product, campaigns and go-to market timelines (must take market relevance into consideration).
• Drive, track and report on adoption and provides feedback to relevant domain owners and capabilities.
• Enable integrated ways of working and collaboration across the value chain to deliver for the client.
• Enable segments in country to deliver through SBG and 3rd party products and services to the Consumer and HNW segments through client centric ecosystem platforms.
• Ensure alignment to the People and Culture standards with regards to all employee-related matters.
• Ensure original and innovative thinking, informed by deep customer understanding, in solving for customer conversations.
• Ensure that campaigns are designed in accordance with Personalisation principles and in alignment to customer outcomes expectations (i.e. Improvements in NPS, Reduced Opt Out Rates)
• Ensure that campaigns confirm to internal risk appetite standards and customer contact and consent strategy is in alignment to country regulations.
• Ensure that the country Personalisation capability is built within prudent market risk and conduct parameters. Follow the parameters of the key trade off decisions at client level (i.e. risk appetite, pricing etc.).
• Identify current and potential employee skill requirements in consultation with the People and Culture function.
• Identify opportunities from prospective and existing customers (Switching, Cross-Sell, Up-Sell, and Right-Sell triggers / campaigns).
• Implement and monitor risk management across Personalisation capability (e.g., operational risk, credit risk, ecosystems risk and partner risk management). Introduce Portfolio Management capabilities on portals and commercialise developed insights & analytics.
• Lead the implementation of the Personalisation value proposition and all related toolbox(es) in country and customises accordingly.
• Lead the implementation of user experience design (through relevant insight and analytics) approach to help guide domain owners better understand and detail the client journeys as they change Leverage data and advanced analytics to inform proactive and reactive protection / retention strategies.
• Link various components in order to solve business problems (e.g., understand business challenges, source and analyse appropriate data and translate it in such a manner that business understands).
• Maintain alignment with other segment heads in order to ensure client value proposition delivery and reduction of duplication across segments. New real-time use cases to cater for time sensitive requirements of clients. Partner with Client Solutions and 3rd Party partners and ecosystems for the delivery of integrated multi-products and services for the client.
• Provide client insights and analytics to support business in understanding the customer, such as segment deepdive analysis, entrenchment scorecards. The outputs can be used for targeted customer engagement, CVP design, etc.
• Provide country data, analytics and insights and approach to help understand and measure scalability, uptake and investment on products through user experience design.
• Provide input into financial and non-financial metrics (e.g. client attrition, profit growth and return on investment, etc.) for countries. Essential Functions
• Provide input into other ecosystems in order to provide our clients with convenient access to a range of diverse products and services.
• Provide input into talent strategy developed by People and Culture. Provide original and innovative thinking, informed by deep customer understanding, in solving for customer conversations.
• Set the example in line with the Group’s leadership identity, core values and People Promise.
• Stay abreast of market and competitive developments in order to provide input to innovative and value-added services to gain market share.
• Strike a balance between the provision of analytics for rapid turnaround (e.g., campaigns) and longer term (e.g., value driven analytics for identifying ideal customer).
• Support business decision making through the provision of customer insights and analytics.
• Support the delivery of a consistent client experience through all engagement platforms. Support the implementation of client value proposition in country with approved customisations.
• Track and monitor the client conversation portals in country in order to provide input and insights to shape personalisation for CHNW Clients.
• Track and report on adoption and provides feedback to relevant domain owners and capabilities.

Qualifications

Minimum Qualifications

• Type of Qualification: First Degree
• Field of Study: Mathematical Sciences
• Type of Qualification: Post Graduate Degree
• Field of Study: Business Commerce

Experience Required

Personalisation, CHNW

• Consumer & High Net Worth
• 10 – 11 years experience in deep quantitative, analytics, and modelling environments with proven track record on delivering both customer and commercial outcomes. Proven track record in customer insights and analytics environment with end-to-end accountability on translating data in to insights and translating the derived insights in to actionable customer conversations delivering both customer and commercial outcomes.

Additional Information

Behavioral Competencies:

• Developing Strategies
• Embracing Change
• Empowering Individuals
• Establishing Rapport
• Generating Ideas
• Making Decisions
• Producing Output
• Pursuing Goals
• Showing Composure
• Taking Action
• Understanding People
• Valuing Individuals

Technical Competencies:

• Business Acumen (Audit)
• Economic Capital Management
• Financial Acumen
• Financial Analysis
• Risk Identification
• Risk Reporting
• Risk/ Reward Thinking