SVP, Portfolio Science, Engagement and Retention SVP, Portfolio Science, Engagement and Retention …

DBS Bank Limited
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
DBS Bank Limited
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
SVP, Portfolio Science, Engagement and Retention
Business Function

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business - they were made just right for you.


Responsibilities
  • Formulate customer engagement strategy to improve portfolio quality, customer loyalty and profitability of the Bank's target segment
  • Lead the rollout and implementation of Cognitive Banking for CBG HK by using AI and data to improve frontline and customer experience, uplift sales productivity and drive incremental revenue from the target segment
  • Use data-driven approach to identify business opportunities and transform customer insights into actionable initiatives
Accountabilities
  • Formulate customer engagement strategy to improve portfolio quality, customer loyalty and profitability of the Bank's target segment
    • Formulate customer engagement strategy to deepen customer relationship as measured by revenue per customer, qualified customer base, portfolio balance, product penetration, service take-up and customer retention
    • Build customer loyalty and privilege program and design seamless engagement journeys to strengthen value proposition of DBS Treasures
    • Lead the team to implement effective marketing programs and customer engagement events to grow, engage and retain the Bank's target customers
    • Create synergy among product teams, digital team and distributions to drive customer-centric and contextual engagement
    • Optimize effectiveness of customer engagement plans via continuous refinement of customer communication strategy and engagement channels
    • Develop financials and review assumptions for business forecasting and budget planning
    • Manage and scrutinize marketing expenditure to ensure its cost efficiency and well-planned budgeting


  • Lead the rollout and implementation of Cognitive Banking for CBG HK by using AI and data to improve frontline and customer experience, uplift sales productivity and drive incremental revenue from the target segment
    • Lead the cross-team Cognitive Banking HK Squad to build contextual nudges for customer engagement and guided conversations for frontline; Formulate customer strategy covering segmentation, channel optimization, communication approach, product hook and customer offer to drive business outcomes as agreed by the Squad
    • Manage Data Driven Operating Model value map for Cognitive Banking and work with Business Analytics team to develop Control Tower to ensure relevant data and results are tracked according to the business outcomes, drivers and levers identified.
    • Lead the Making Banking Joyful initiative to reimagine Treasures sales and service experience by working with all stakeholders to refine end-to-end customer journeys according to the voice of the customer
    • Establish effective communications and collaboration model with all HK and regional stakeholders

  • Use data-driven approach to identify business opportunities and transform customer insights into actionable initiatives
    • Define success metrics to drive incremental revenue from the Bank's target segment and monitor results by applying Data Driven Operating Model
    • Identify business opportunities and implement related plans by using analytics, AI, data models to improve program effectiveness
    • Lead the team to analyze customer data, summarize findings and develop recommendations for management decision and to turn insights into actional initiatives

  • Requirement
    • Over 12 years of experience at financial institutions, preferably in marketing, customer segment, product management, business analytics or sales and distribution
    • University graduate majoring in business administration, finance, marketing or other related discipline
    • Sound knowledge in Consumer Banking and Wealth Management business
    • Strong leadership and management capabilities to inspire the team to develop and excel
    • Self-motivated and results-oriented with strong commitment to excellent execution
    • Strategic thinker with strong customer centric and innovation mindset
    • Strong quantitative and analytical skills; Knowledge or experience in data analytics and modelling would be an advantage
    • Strong stakeholder management, organizing and problem-solving skills
    • Good team player with strong communication and interpersonal skills
    • Good command of written and spoken English and Chinses
    • Conversant with PC application including MS Excel, PowerPoint and Word


    Apply Now
    We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
    We regret only shortlisted candidates will be notified.
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