OVERSEAS SEGMENT ASSISTANT /MANAGER

2. JOB PURPOSE
To implement business strategy aiming at increasing segment’s share of wallet, acquiring NTB customers, delivering superior customer service standards and satisfaction, creating a differentiated proposition and achieving the approved budget in terms of all asset and liability products and P&L

4. KEY ACCOUNTABILITIES
Description
Budget
1. Assist in preparing 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
2. Recommend solutions to determine potential areas of growth for profitability, according to the Segment Acquisition P & L analysis.
Business Development
3. 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.
4. Analyze customer behavior to recommend new business activities that will support segment expansion based on segment performance.
5. Propose new products / features and processes enhancements that meet customers ‘needs and thereby ensure segments’ leading position in the market.
6. Coordinate and follow up closely with relevant stakeholders to effect and execute proposed initiatives.
7. Coordinate between the support areas (CAF, Operations, – contact center, etc.) to ensure effective, efficient and timely communication in case of any customer report related issues raised.
8. Work closely with - contact Centre & Customer Experience to ensure that complaints handling is managed through a robust system and the processes are enhanced to reduce service issues
9. Conduct customer satisfaction surveys (net promoter score) to be completed by the customer on a quarterly basis to monitor the level of customers’ satisfaction and highlight areas in need of improvement.
10. 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.
11. Work closely with L&D and relevant stakeholders to ensure efficient design and implementation of the relationship managers/ banker academy
12. Work closely with the Overseas Service & Distribution Head 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.
13. 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.
14. 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
15. Develop tactical campaigns along with the suitable customer offering and sweetener to deepen customer relationship ensuring appropriate communication and contact rules is in place
Policies, Processes and Procedures
16. Implement approved department policies, processes, and procedures and monitor adherence so that work is carried out in a controlled manner
Day-to-day management
17. Ensure the department’s compliance with the established standards and procedures
Compliance
18. 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.