Head of Premium Banking recruitment

Job Description

-Lead a team of Relationship Managers to achieve the team targets through maximizing acquisition/referral opportunities, deepening existing customer relationships and delivering the specified service standards for the Premium Banking segment.

-Formulate and drive the execution of strategic agenda for Premium Banking, maximizing growth, market share profitability for the segment. Role entails taking ownership and providing leadership towards delivery of

-Segment Contribution
- Distinctive Customer Value Proposition (CVP)
-Deepening of Customer Relationship
-Sales and Service Architecture
-Relationship Managers Capabilities Capacity
-Execution of Segment Sales for Hubs
Key Roles Responsibilities
Business Performance
-Provide leadership in the overall strategy, growth and profitability of Premium Banking
-Lead a team of Relationship Managers to achieve specified sales targets (new sales and portfolio) and service standards
-Supervise and coordinate the sales effort of Priority Banking / Preferred Banking marketing and promotional activities to meet new business and customer acquisition goals
-Conduct staff meetings and provide support / updates for sales campaigns and activities, procedural changes, management directives etc
-Provide coaching and guidance on day to day portfolio management
-Implement a consistent and disciplined customer contact management strategy to support relationship building and cross selling efforts
-Foster and deepen customer relationships by providing regular market information updates and trend analyses on local and foreign financial products
-Guide the team in training and leading branch staff in upgrading and converting existing target branch customers for Priority Banking / Preferred Banking
-Initiate and collaborate with Product Value Streams on development of new products driven by client needs

Segment Development Value Proposition
-Responsible for market leading value proposition, branding and communication
-Initiate and collaborate with channels, product and functional teams to identify and develop product solutions and bundles to meet the needs of the Premium Banking segment
-Lead in the formulation of sub-segment strategy and propositions

Relationship Management Standards and Performance
-Responsible for RM capacity and productivity management
-Responsible for RM recruitment, training development curriculum including certification, empowerment rules, retention strategies, rewards recognition programs and career paths.
-Manage and anticipate client requirements with a focus towards managing the existing base as well as increase cross product holding per client.
-Build, understand and sustain relationships with the client's circle of influence (e.g. a parent, mentor, advisor or other family member)
-Consistent and frequent communication with client providing complete, concise portfolio valuations and guidance.
-Serve as a problem-solver for the client, helping them identify investment criteria, recognise and handle concerns that arise as consultation moves closer to decision.
-Provide ongoing portfolio supervision, with a continuous focus towards helping the client adapt to changes in personal circumstances and the financial environment.
-Retain existing high value clients by growth of wallet with the bank through relationship management activities.
-Resolve client queries without further escalation.
-Effectively convert service recovery to sales opportunities and sustained client loyalty.

Customer Segmentation and Portfolio Management
-Maximize customer value through segmentation insights and disciplined portfolio management
-Drive cross selling and upstreaming by tailoring solutions to deepen client relationships
-Collaborate with Product Value Streams to develop product bundles, pricing promotions to improve cross product holding ratio and portfolio growth
-Define and manage customer retention strategies, including reactive retention and proactive retention programs
Customer Service and Franchise Management
-Leverage on customer research and competitor benchmarking on customer service and customer loyalty/advocacy metrics including NPS scores and drive initiatives to improve them.
-Collaborate with various product, credit, operations and functional teams to improve customer service delivery through turnaround times, service level agreements and process improvements
-Drive the implementation of global service initiatives and standards for the segment
-Network and maintain contact with external sources to benchmark innovative developments

Leadership and People Development
-Drive and embed a strong performance culture through an inspiring and rigorous performance management discipline
-Develop and build talents within Premium Banking through optimal resourcing, capacity planning, succession planning and engagement

Customer / Business acquisition
-Drive portfolio growth through existing to bank (ETB) and increased product per customer (PPC) ratio.
-Based on client profile, map client potential and work towards increasing share of wallet..

Risk Management Governance
-Ensure customer value proposition is implemented in compliance with external internal regulations policies i.e. Operational, Credit, Reputational People Risk
-Liaison with credit to ensure that credit criteria is robust and balanced for Premium Banking growth
-Ensure compliance with all regulations and controls as set by the Bank and external regulatory authorities
-Responsible for achieving and maintaining a satisfactory audit rating
-Comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Transaction Monitoring Unit
Qualifications Skills
*Excellent consumer banking product knowledge and related policies processes regulatory requirements
*Strongly skilled and has minimally 3-5 years related experience in customer engagement and relationship building.
*Strong communication and presentation skills
*Ability to network with internal and external business stakeholders
*Candidate is expected to possess extensive customer contacts.
*Internal Certification (Boot Camp Certified or Day 1 Readiness Certified, as applicable)
*Online and Classroom Trainings as per group and local business requirements.
*Superior knowledge of investment products and financial markets.
*Possess diverse investment and market views to offer a concise and consolidated view of events so as to give the appropriate recommendation and guidance to clients.
*Make effective business decisions independently, based on sound financial and business principles.
*Competent in collaborating with product specialists to recommend product suite offerings for clients.
*Effective understanding of client requirements and manage it without escalation.
*Outstanding ability to provide leadership, guidance and inspiration to the team.
*Strong sense of self motivation and discipline in execution
*Excellent communication and negotiation skills with the ability to influence outcomes