Affluent Segment CVP (Customer Value Proposition) Manager at Standard Chartered Bank Kenya

Key Responsibilities

• Strategy 
• Develop an Affluent Proposition that speaks to driving our wealth solutions to remain as the leader in the market.
• Execute the Affluent strategy, by spearheading all Segment initiatives by working very closely with all stakeholders: Client Relationship/marketing/ Compliance/ Risk teams.
• Keep the Affluent CVP relevant by re-designing and revamping the offering using market information on changing client behaviour and needs, by running client surveys and research with the aim of developing a proposition that responds to the client needs and other wants.
• Work closely with the product managers to develop an understanding of the competitive landscape and market share and identify prospective partners who can address customer needs and accelerate growth.
• Create awareness to both internal & external clients on the Affluent CVP.
• Design relevant campaigns to support performance of frontline to meet and exceed targets and monitor and track campaign performance and results; use these learnings for future campaigns and share best practices.
• Manage the communication and events calendar for the Affluent Segment and ensure budgets are not surpassed.
• Work with partnerships team to onboard partners deemed relevant in offering solutions in line with our Affluent client needs.
• Drive client experience by monitoring Net Promoter Scores performance and formulating strategies to address negative feedback and grow client favour, including at all physical touchpoints (Priority Centres etc)
• Liaise with the Group and Region on Affluent CVP initiatives.
• Business
• Identify, assess, and support partnership opportunities contributing to Affluent Banking business strategy – identification of business models, innovation opportunities, strategic alignment and go to market plans.
• Close monitoring and analysis on competitor landscape and market share.
• Oversee programs and projects with strategic internal & external partners, manage overall expectations, handle and resolve business and technical issues.
• Work with Corporate Affairs Brand & Marketing in managing Affluent customer events.
• Work closely with Client Experience to ensure simple and streamlined client journeys are deployed.
• Work closely with Conduct & Financial Crime Compliance and Risk teams to ensure CVP delivery is within the governance construct.
• Processes
• Work closely with Product Managers and client experience to execute on simple processes in solution delivery. 
• Identify areas for process improvement and recommend ways to increase functional effectiveness and improved operational efficiencies.
• Provide direction and guidance to develop and articulate CVPs that translate into effective and strong communication strategy at all customers touchpoints.
• Strategize with cross-functional teams on the design, execution, and measurement of partnership programs, campaigns, and events to drive partner-influenced opportunities and drive the growth of Affluent.
• People & Talent
• Lead through example and build the appropriate culture and values.  Set appropriate tone and expectations from the team and work in collaboration with risk and control partners.
• Risk Management
• Provide leadership around Risk Management, both reputational and operational to ensure they are proactively identified and mitigated in country and all issues are timely reported/escalated in line with Group and local policies and procedures.
• Coach and manage the team in these matters and ensure they are adequately trained in and cognisant of regulatory, reputational, and ethical risks.
• Governance
• Compliance with external and internal regulations/policies on Ops, Credit, Reputational and People Risk.
• The implementation of Risk Type Global policies across the Cluster, and as appropriate, the maintenance of Business Policy/ Country addendum.
• Ensure that risk assurance processes are in place across the Cluster to provide evidence of proactive risk management of the Risk Type and compliance with policy.
• Ensure that the Risk Type is properly represented at the relevant Business/ Country Risk Committees.
• Ensure that Risk Management responsibilities and processes for the Risk Type are properly communicated across the Business/ Country to all staff impact.
• Regulatory & Business Conduct
• Display exemplary conduct and live by the Group’s Values and Code of Conduct. 
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Support the Affluent and Wealth team to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment. 
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Embed the Group’s Values and Group Code of Conduct to ensure adherence with the highest standards of ethics. Comply with relevant policies, processes and regulations, as part of the culture. 

Key stakeholders

• Head, Affluent and Wealth Management
• Head, Client Relationships
• All Product Managers & Product Specialists
• Head, Client Experience
• Wealth & Retail Banking Operations
• Branch Managers
• Relationship Teams

Skills and Experience

• Data Analytics
• CVP Understanding/ Experience
• Strategy Development
• Spot Opportunities
• Solve Problems
• Take the Lead
• Build Resilience

Qualifications

• Education
• Bachelor’s Degree Required - MBA (Strong Advantage)