• Negotiable
  • Hong Kong
  • Permanent, Full time
  • Standard Chartered Bank Hong Kong
  • 11 Jan 18

Client Segment Manager

  • Location: Hong Kong
  • Salary: Negotiable
  • Job Type: Full time

Client Segment Role under Retail Banking in Standard Chartered Bank.



We are currently looking for Client Segment Manager.


· Plan / Develop / Enhance the CVP for Premium /Personal clients and its sub-segments

· Formulate strategies and develop new initiatives / campaigns to effectively drive Premium Banking acquisition and grow product penetration and revenue contribution

KEY RESPONSIBILITIES

1. Owner of Customer Value Propositions (CVP) of Premium & Personal Banking

  • Custodian / product owner of the core CVPs of Premium & Personal segment
  • Lead the development and/or enhancement of CVP
  • Develop and implement other relevant CVPs to capture other segments or sub-segment opportunities as needed.
  • Support CVP development along the following:-
    • Reward features such as 360° Reward Scheme
    • Sales and Service model such as RM model, call center service model
    • Remote channel features
    • Product differentiations
    • Bundle solutions
    • Eligibility criteria
    • Other value added features
    • Marketing and customer communication approach
    • Sales and account opening approach / process for the CVP
  • Ensure CVP will achieve the following:-
    • Better meet client needs and help acquire new clients / relationships
    • Help grow revenue of Retail Banking
    • Enable frontline meet their customer acquisition or revenue agendas
  • Sustain market awareness of our CVP via ATL and BTL activities
  • Observe & adhere to Group's CVP execution agendas

2. Achieve Acquisition Target

  • Drive the acquisition of affluent segment
  • Build business case and manage cost across sales and customer incentives
  • Design sales pitch/ sales angle and sales flow on acquisition
  • Develop, monitor and manage marketing programs to support acquisition activities
  • Identify and drive appropriate sales channels to achieve acquisition objective
  • Structure sales and customer incentives to enable acquisition
  • Structure product offers to enable acquisition and to facilitate product revenue agendas
  • Drive strategic alliance with third parties to source NTB customers
  • Drive AUM, revenue and product penetration of NTB
  • Develop appropriate sales models to facilitate customer acquisition/ hunting

3. Assist in Formulating "Up & coming" Segments Strategy

  • Understand market dynamics of emerging affluent & young segments from clients to products
  • Understand revenue drivers and business dynamics of the sub-segments across acquisition, portfolio revenue / footing / PPC (Product Per Customer), relationship outflow/ leakage, attrition, sales/ service model, sales productivity
  • Strategize CVP, acquisition business model and business process for growth of the targeted sub- segments along the above market and internal dynamics
  • Quantify business case and achieve business financials
  • Be able to articulate the strategy and sell / defend it across stakeholders
  • Work closely across Segments sub teams and across other stakeholders in developing such strategies and support on execution

4. Assist to drive Net Promoter Score (NPS) and Customer Charter

  • Understand key drivers of Net Promoter Score related to Premium & Personal Banking
  • Also refer to other data on Voice of Customers such as CSS, Market Probe and Complaint Statistics
  • Steer CVP and program activities to achieve NPS targets
  • Embrace Customer Charter in all work scope

5. Team/ People Management

  • Provide on-going coaching / guidance to uplift quality of my direct report
  • Uphold staff engagement, work-life balance and team morale






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