VP, Customer Segment Management

Job description

WHO WE ARE: As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here. Purpose of the role: Reporting to Customer Segment Management head under Consumer Financial Services Division, the role helps manage customer proposition development of Personal Banking and Premier Banking. The incumbent will conduct target customer and market studies, and develop best-in-class propositions that cater to different segment needs and that meet the Bank’s strategic directives. He/she will also design marketing campaigns that can help grow target customer and revenue growth. The person is responsible for meeting customer and revenue targets under the annual operating plan. Most imperatively, all programs should comply with Group and regulatory requirements, ensuring satisfactory audit results. What you will be doing: For Premier Banking customer growth on onshore | offshore affluent Design and implement of new acquisition strategies and marketing programs to grow Premier Banking customers Collaborate with different business owners to develop referral program and further deepen product penetration Drive marketing campaigns to upkeep market competitiveness and to formulate marketing strategies and explore the business opportunities to drive bank’s revenue Ensure CVP to meet customer needs and help acquire new customer/ relationships Deliver quality research and actionable insights to deepen our customer understanding for sharing the business strategy to drive centricity Collaborate with various product, credit, operations, and functional teams to improve customer service delivery through turnaround times, service guarantee and process improvements Perform analysis on programme result to evaluate performance Collaborate with Compliance, Legal, Risk Management, and other control functions to ensure compliance to Group and regulatory standards Premier Private Client & Customer Life Cycle Management Formulate and implement high-net-worth segment strategies to lead proposition development, acquisition and related digital transformation initiatives. Collaborate with different stakeholders (HK & regional office – Marketing, Products, Legal, Compliance Sales and Distribution) to drive segment campaigns, identity potential partnership (concierge, life and wellness) and deliver best-in-class value proposition for high-net-worth segment. Formulate Customer Life Cycle management strategies to grow customer value (upgrade from Premier to Premier Private Client) and deepen wealth penetration. Oversee Workplace Banking to acquire quality payroll accounts for portfolio upgrade. Refine journey and process by incorporating Customer-Centric Strategy to enrich portfolio growth, optimize customer engagement & experience. Analyze customer portfolio and performance for regular management updates Understand market landscape, conduct competitor study, focus group and customer survey to ensure market competitiveness of our offerings. identify performance gap, develop and deploy training inputs to build strong sales functional competencies at all levels. Develop marketing campaigns for client engagement and deepening opportunities Who are we looking for: Bachelor degree in Business Administration, Management, Marketing, banking or finance related field. Master degree is a plus. 12-15 years’ experience in Segment (affluent) management, Marketing, Products, Customer Experience, etc. Microsoft office and excellent analytical skills Deep understanding of segment strategy (affluent is preferred), customer experience principles, customer lifecycle management, customer journey mapping, and customer-centric design thinking methodologies. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders to champion customer-centric initiatives. Fluent in English / good at PowerPoint presentation is an advantage. Passion for delivering exceptional customer experiences and a customer-first mindset. Knowledge of regulatory compliance requirements in the banking industry is highly desirable. #LI-SL1 What we offer: Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.