CORE SEGMENTS MANAGER

JOB PURPOSE\:

To implement the Segments’ business strategy aiming at increasing the segments’ share of wallet, acquiring NTB customers, delivering superior customer service standards, creating a differentiated proposition and achieving the approved budget in terms of all asset and liability products.

Job Description\:
Budget
1. Review and support in building the Segment’s financial budget in line with the bank’s strategy and monitor segment’s numbers and performance versus the set budget to ensure alignment while proposing initiatives to rectify shortfalls if any
Business Development
2. Perform financial and market analysis to justify and recommend new business activities, identify market gaps needs, monitor competitors’ performance & review customers’ feedback to measure customer satisfaction.
3. Analyze customer behavior to recommend new business activities that will support segment expansion based on segment performance.
4. Assist in recommending new products / features that meet customers’ needs and thereby ensure segments’ leading position in the market.
5. Coordinate between the support areas (CAF, Operations, Call center, etc.) to ensure effective, efficient and timely communication in case of any customer related issues raised to ensure issues resolution on agreed TAT. Review rejections and cancellations, identify process bottlenecks to propose enhancements in coordination with the respective products team
6. Work closely with Call Centre & Customer Experience, quality assurance teams to ensure that complaints handling is managed through a robust system and handled timely and the processes are enhanced to reduce service issues and follow up on implementation with stakeholders
7. Capture customer voice through surveys and random calls to ensure customer satisfaction and quality of service and highlight areas in need of improvement
8. Work closely with L&D and relevant stakeholders to ensure efficient design and implementation of the relationship managers/ banker academy
9. Ensure that all end to end processes are implemented according to pre-set and agreed upon TAT and that the segment is given priority in workflow queuing.
10. Review the customer journey across different channels and in response to marketing campaigns to assure the fulfilment of the elements of the different propositions as per communicated customer promise across all touch points to maximize the customer experience and satisfaction
11. Work closely with the Acquisition Manager on the awareness sessions conducted to the segments’ employees on the value proposition development to get their feedback and recommendations on any required proposition enhancement.
12. Conduct awareness sessions/refreshment on the proposition for the relevant stakeholders to ensure updates are cascaded to them and regularly get their feedback on any required/proposed enhancements.
13. Handle the segment’s internal and external communication with the Marketing team including BTL/ATL customer communication (promotions, campaigns, on-going offerings and perks etc.) as well as the segment’s branded collateral and material for both customers and staff to enhance the look and feel of the segment’s proposition offering
14. Develop tactical value proposition awareness related campaigns along with the suitable customer offering to deepen customer relationship ensuring appropriate communication and contact rules is in place
15. Develop the respective segment digital strategy to ensure optimum customer experience and cost to serve.
16. Develop new Propositions/Benefits for the respective segments based on market study to ensure that all customers' needs are met.
17. Design the respective customer segment experience across the different channels and touch points and liaise with stakeholders for implementation.
Policies, Processes and Procedures
18. Implement approved department policies, processes, and procedures and monitor adherence so that work is carried out in a controlled manner
Day-to-day Operations
19. Implement the day-to-day operations assigned for the department to ensure compliance with the established standards and procedures
Compliance
20. Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks.