Affluent Express Manager at Stanbic Bank

Job Purpose

To ensure the delivery of an express (virtual) sales and service function for Prestige/Executive, Private Clients in line with the overall Affluent and HNW Clients value proposition and objectives.

Responsibilities

Client

• Leads the implementation of the Affluent Express capability, related toolbox(es) and life journeys in country and customizes accordingly.
• Creates the operational environment in which Affluent Express will function including systems, processes, learning and development and people management.
• Retains a key focus on client relationships, client experience and operational efficiency.
• Implements and drives the agreed client value metrics in alignment with Affluent and HNW Clients segment requirements.
• Contributes to all segment migration review processes as required.
• Tracks and reports on adoption of the strategy and provides feedback to various domains and capabilities (including at client level).
• Provides subject matter expertise on all Affluent Express matters.
• Defines the iterative tactics required to improve onboarding and entrenchment.
• Measures and tracks the success of the tactics executed upon and understands what works and what does not.
• Leverages key partnerships to help drive Onboarding and Entrenchment capabilities.
• Provides input into marketing strategies and initiatives.
• Identifies client trends through internal and external insights, informs strategic choices and priorities by engaging with clients and leveraging client analytics.
• Stays abreast of market and competitive developments in order to provide innovative and value-added services to clients who are served by many renowned organisations.
• Applies mandates for concessionary pricing in order to retain relationship where the return is substantiated.
• Facilitates the flow of accurate insights and management information to give the business insight into customer profitability, segment performance and any other appropriate key business drivers.
• Provides input to Client Solutions teams in the development of new products and improvements to solve for the client need.
• Applies appropriate tools and methods that enable the front line to deliver on customer demand, taking into account a holistic view of a customer’s interaction with the bank (e.g., SalesForce).
• Collaborates with Marketing to design appropriate material for both internal and external distribution, ensuring messaging is consistent, clear and conforms to the brand envisioned.

Financial Management

• Ensures the delivery of all financial and non-financial outcomes for Affluent Express.
• Provides input and guidance on revenue leakage, revenue optimization, revenue mix and performance metrics.
• Monitors and tracks actual against expected deliverables and prepares appropriate recommendations.
• Identifies interventions to optimize portfolio returns (above designed return) through effective and conscious engagement of profit levers (NII, NIR, NIR, Costs, and Credit Loss Ratio (CLR) and challenging status-quo / existing interpretations.
• Identifies and reviews non-profitable customers and puts measures in place to improve profitability either by improving product penetration or by reducing cost to serve.

Data

• Provides advice and recommendations on best practices.
• Ensures data captured is complete and accurate, along with measurement principles to determine adherence.
• Supports and sponsors campaigns to achieve the intended targets and outcomes.

Risk, Regulatory Prudential guidelines

• Accountable for risk management and adherence to all governance standards for the continued sustainability of Affluent Express.
• Provides input into the risk appetite framework.
• Adheres to the necessary governance frameworks needed in Affluent Express as the “first line of defence”.
• Facilitates outcomes with key risk stakeholders to mitigate risk all the while balancing client experience for the affluent segment.

People

• Sets the example and leads the team in line with the Group’s leadership identity, core values and People Promise.
• Enables integrated ways of working and collaboration across the value chain to deliver for the client.
• Inspires the team to deliver on the Group’s shared purpose and instilling a culture which enables the Group to evolve into a client led platform organisation.
• Ensures alignment to the People and Culture standards with regards to all employee-related matters.
• Provides input into talent strategy developed by People and Culture.
• Identifies current and potential employee skill requirements in consultation with the People and Culture function.
• Creates a culture of high performing employees across geographies and ensure employees remain in engaged in the work environment.

Qualifications

• Bachelor's degree or equivalent experience
• Microsoft Office (Outlook, Excel, Word, PowerPoint, etc.) Organized
• Strong leadership skills