Standard Chartered Bank Job Vacancy : Head, Customer Segment, Priority and International, Africa

Standard Chartered Bank Job Vacancy : Head, Customer Segment, Priority and International, Africa
April 11, 2015 Job Description

Job Description
Job Purpose
 The primary purpose of this role is to develop and implement the Priority and International
customer value proposition to meet the financial needs of the target affluent clients in the Region.
 The job holder will be responsible for the competitor benchmarking, customer research, offer development, program management, service and franchise management that support the segment strategy and value proposition.
 The incumbent is accountable for the segment performance measured by revenue, contribution and other performance KPIs as part of the Priority and International Client segment in the Region.Key responsibilities
Segment Development
 Adapt and implement the global client segment strategy and customer value proposition to develop and co-ordinate the execution of a compelling value proposition for the Priority and International Client segment across Africa.
 Undertake competitor benchmarking, customer research and frontline feedback on a continuous basis to gain deep insights into client needs and market trends
 Develop and support formulation of sub-segment value propositions using segmentation and portfolio analytics
 Support all aspects around the overall implementation of the PIC strategy for the Region
 Collaborate with the alliances team to identify alliance partner relationships to enhance the Priority Value Proposition and provide leads to the Priority and International acquisition teams

International Banking
 Lead the seamless execution of International Banking services across the Region working with International Cross Border Champions

Offer Development
 Drive development of innovative services, benefits and product solutions by working closely with product, and functional teams with support and insights from segmentation and portfolio management
 Provide adequate frontline and client feedback and insights to product and functional teams to help new product and policy development and enhancements
 Collaborate with Group and other countries on sharing of best practices in offer development and implementation.
 Network and maintain contact with external sources, to benchmark innovative developments
Program Management
 Define and embed key client management principles and framework including qualification criteria, client membership and upgrade-downgrade client experience management.
 Develop and implement the integrated segment marketing strategy to launch/re-launch the program value proposition and specific enablers and track program performance
 Lead and collaborate with marketing in the adaptation of branding and communications guidelines for external marketing, direct marketing, website and online marketing, in-branch collaterals and internal communications
 Collaborate with Region value streams on action plans and agendas to meet agreed timelines for successful launch of the value propositions and key supporting enablers.
 Ensure adequate communication and training available to all channels on the value proposition and related offers and specific campaigns launched from time to time
Client Service and Franchise Management
 Initiate and collaborate on programs and processes to improve client feedback and competitor benchmarking on client service & client loyalty/advocacy metrics (CSS, NPS) and drive initiatives to improve them.
 Adapt and implement global service initiatives and service delivery standards for the segment and drive initiatives in Region to achieve the same.
 Ensure implementation of global standards around key client touch-points including priority banking centres, hotlines, branch teller counters, internet banking etc.
 Drive improvements in process and service delivery for the client segment through review of turnaround times, service level agreements and process improvement initiatives

Business Performance
 Implement the client segment strategy and management discipline to deliver the segment revenue and contribution targets including related business metrics and KPIs

How to Apply
Submit your CV and Application online : Click Here