Job Purpose
• Manage the Priority Banking segment to achieve the financial & service levels targets including P&L, budget and target planning, product / proposition development & management, sales management, processes development & improvements, campaign management, MI development, segment analytics, development and management of customer engagement processes/strategies, focussed on sourcing New to Bank & New to Product customers, growing segment base and increasing cross-sell suite of applicable products – Investments, liabilities, assets etc.
• To manage team of Relationship Managers & liaise with Regional & Branch Managers accordingly to market & serve Priority Banking segment.
• Strategic Retail Banking Projects (Project Management) - Responsible for driving and delivering key strategic projects for Retail Banking as assigned by HoRB.
Key Accountabilities
Financials and Planning
• To ensure that financial objectives of business segment are met.
• To prepare sales targets and budgets in conjunction with Finance and Sales
• Deliver budgeted origination of New-to-Bank (NTB) & New-to Product (NTP) customers
• Deliver sales objectives of investment products to segment & referrals of HNWI for advisory services.
Proposition, Product & Campaign development and management.
• Develop, implement and manage customised propositions, products and campaigns to meet the banking needs of Priority customers focussed on NTB’s and x-sell
• Work with Strategic Marketing & Communications to drive, develop, implement & track marketing & communication plans for NBF’s Priority Banking products, proposition, and campaigns to both existing & potential customers. Conduct post campaign reviews to identify learnings which can be embedded in the subsequent campaigns.
• To develop brand proposition & how / where this is communicated to maximize reach to existing & potential customers & build general proposition awareness (including internally).To propose & agree Priority Banking positioning incorporating feedback from other areas & market research.
• Conduct customer feedback sessions to ascertain important customer requirements & develop solutions to deliver.
• Conduct & coordinate UAT of changes related to Priority proposition & Strategic initiatives assigned.
• Identify proposition & process gaps & devise, implement plans to enhance proposition to meet customer needs & improve TAT with migration to straight through processing a focus point.
Initiatives & Processes
• Monitor & review products, service levels, processes, workflows and systems & provide innovative solutions to increase and build efficiencies to address opportunities & challenges faced whilst maintaining compliance, risk, policies & guidelines of the bank.
• Act as key point of contact between front line & back office to ensure smooth process flow & resolve / rectify identified issues.
Staff Performance
Manage staff performance & ensure that the team delivers business objectives with all the team members contributing towards the common objectives
Ensure that the team works effectively in meeting customer TATs, internal SLA.
Coordinate Priority RM training requirements & required certification.
Other Accountabilities
Segment Strategy Management
• To identify new income streams &/or services that will provide an enhanced customer proposition to increase customer base & wallet share
• Analyse business performance trends, existing or new, and their impact on the business
• Deliver appropriate competitor/market research and analysis
• Take the lead in driving continuous performance within the Priority segment and executing ad-hoc improvements to processes and products
• Build & manage MIS to track sales, cross-sell, opportunities, KYC etc. & information regarding upgrades & downgrades to ensure correct segment allocation, customer behaviour etc.
MI
• Build & and manage customer segment MIS to establish suitability for cross-sell of new & existing products suite
• Build and manage the MI function for Priority & (Retail) in order to provide insights and analysis which can assist the business in decision making. Monitoring the performance of the Priority segment against its financial targets;
• Provide business insight which adds value to the business by improving profitability and performance.
• Directly responsible to manage and track the progress & implementation of business critical initiatives and product roll outs
Sales Team Management
• To drive customer engagement and formulate sales strategies to on-board new to bank customers & increase wallet share/retention of existing customers through the Priority RM team & ensure close relationships with branch teams to ensure full team knowledge of proposition & delivery of exceptional service to customers with one voice.
Strategic Retail Project Management
• Responsible for driving and delivering key strategic projects for Retail Banking including "Microstrategy" dashboards, CRM, business management platforms, customer retention strategies, developing MIS and performance reports management to support and track implemented initiatives.
• Support HORB to design and execute strategic, operational and process oriented initiatives by taking ownership and driving them to completion as agreed and assigned by HORB.
• Managing rollout, communication & training of new platforms (where applicable.)
• Contribute to the development and refinement of Retail Banking’s vision and strategy.
Other Accountabilities
Job Context
Education
Experience and Skills
Skills
• Strong interpersonal, leadership and team working skills
• Outstanding communication skills - both verbal and written
• Strong conceptual, planning and directing skills
• Cultural awareness and knowledge
• Sound analytical skills & commercial awareness
Work Experience
• 15+ years of retail banking experience with 5+ years in Priority Banking segment
• Preferably in the employee banking or similar aspects of personal banking. UAE experience highly desirable
• Relevant product, sales & distribution, people management and industry knowledge