Head - Affluent & Propositions

Responsible for executing the Bank’s strategy in Affluent Banking Clients Segments. The role holder is expected to effectively and efficiently drive performance to meet targets and grow the affluent segments business by developing affluent propositions, identify new opportunities, retaining and growing new and existing business relationships and maintaining profitable relationships with customers.

Job Responsibilities

• Responsible for Strategic Management, Business Development and profitability of Affluent Banking Segments.
• Develop, execute and manage Affluent banking plans, taking into account the market opportunity/growth potential, competitor activity, existing capabilities and risk appetite.
• Define measurable business growth objectives, management processes and measures.
• Proactively collaborate with business heads in Retail banking and other internal departments in development of strategies and key priorities that support growth of the affluent business segment.
• Responsible for the development and strategic positioning of the Affluent banking Customer Value Proposition (CVP).
• Responsible for creating and implementing a compelling market leading value proposition, branding and communication for Affluent Banking offering.
• Initiate and collaborate with channels product and functional teams to identify and develop product solutions and bundles to meet the needs of Affluent Banking customers.
• Organize or participate in relevant industry forums firmly positioning the bank in its target markets and optimizing opportunities for customer acquisition.
• Ensure Engagement and enlisting of Alliance Partners to provide lifestyle benefits and value add services to Affluent Banking customers.
• Achievement of the Affluent Banking annual financial targets both P&L and Balance Sheet, on top of achieving AUM target.
• Devise and agree on product and sales mix.
• Drive revenue and volume growth with a focus on new acquisition, deepening of existing customer relationships and cross sell thereby improving market and customer share of wallet with the Bank.
• Introduce and manage investment products by working with product providers to offer Wealth Solutions to the customers( UT, Banca, Gold etc)
• Define and drive the implementation of Segment Service initiatives and standards.
• Collaborate with various product, credit, operations and functional teams to improve customer service delivery through turnaround times, service level agreements and process improvements.
• Leverage on customer research and competitor bench marking on customer service and customer loyalty /advocacy metrics
• Define and drive the implementation of Segment Service initiatives and standards.
• Collaborate with various product, credit, operations and functional teams to improve customer service delivery through turnaround times, service level agreements and process improvements.
• Leverage on customer research and competitor bench marking on customer service and customer loyalty /advocacy metrics including NPS scores and drive initiatives to improve them
• Network and maintain contact with external sources to benchmark innovative developments.
• Formulate customer retention strategies including reactive retention and proactive retention programmes.
• Ensure customer value proposition is implemented in compliance with external and internal regulations & policies i.e. operational, credit, reputational and people risk.
• Liaison with credit to ensure that credit criteria is robust and balanced for Affluent Banking growth.
• Adherence to policies, procedures and statutory guidelines so as to minimize exposure to bank wide risks.
• Enforce zero tolerance to non-compliance with KYC and AML regulations.
• Lead the process and confirm that closure of gaps/lapses identified, corrective and preventative actions for the segment identified by audit, risk and compliance reviews; investigations or other assessment mechanisms are undertaken within the agreed timeframe.
• Drive and embed a high performance culture through an inspiring and rigorous performance management process that recognizes achievement, improves staff retention, encourages talent growth and builds capabilities.
• Develop and build talents through optimal resourcing, capacity planning, succession planning
• Manage the team through implementation of suitable job structures, competencies, performance standards, talent pipelines and working
• environment.
• Set performance expectations and conduct performance management evaluations proactively to ensure required levels of performance are maintained.
• Recognize strong performance and proactively institute corrective action where performance is below par.
• Proactively manage poor performance in strict adherence to the Bank’s performance management guidelines.
• Implement development programs to optimize competence, productivity and achievement of objectives.

Qualifications

• Proven track record in affluent banking or wealth management, with a deep understanding of high-net-worth client needs and preferences.
• Strong leadership skills, with the ability to inspire and motivate teams.
• Excellent communication and interpersonal skills, including the ability to build strong relationships with clients and stakeholders.
• Strong analytical and problem-solving skills.
• In-depth knowledge of financial products and services, including investments, lending, and insurance.
• Advanced degree in finance, business administration, or a related field.
• Relevant professional certifications (e.g., CFP, CFA) preferred.