JOB DETAILS:
Job Description
Job purpose description
• Manage foundational aspects for the Personalisation capability in country including insights, direct campaigns, and conversation portals.
• Provides insights and analytics, which can be used for the design and delivery of personalised client conversations for Consumer and High Net-Worth clients

• Drives design, development, and execution of a foundational client. conversation portal, in partnership with the Domain, enabling banker to have contextually relevant and meaningful conversations with clients.

• Builds the foundations for the management and execution of personalised campaigns, which is supported by appropriate analytics and behavioural economics principles.
• Develops, productionise, and maintain statistically robust and accurate campaign models to facilitate conversations in main markets, take-up optimisation across acquisition, retention, right-sell, and cross-sell interventions.

• Supports business decision making through the provision of customer insights and analytics.

Strategy
• Manages the implementation of the Personalisation value proposition in country with input from segments and capability heads and in alignment with the PPB Clients value proposition.
• Manages the implementation of the Personalisation value proposition and all related toolbox(es) in country – and customises accordingly.

• Tracks and reports on adoption and provides feedback to relevant domain owners and capabilities.
• Drives scalability of user experience design based on digital and physical integration points around product, campaigns and go-to market timelines (must take market relevance into consideration).

Client Insights and Analytics
• Provides client insights and analytics to support business in understanding the customer, such as segment deep-dive analysis, entrenchment scorecards. The outputs can be used for targeted customer engagement, CVP design, etc.
• Supports the implementation of client value proposition in country with approved customisations.

• Maintains alignment with other segment heads in order to ensure client value proposition delivery and reduction of duplication across segments.
• Supports the delivery of a consistent client experience through all engagement platforms.
• Stays abreast of market and competitive developments in order to provide input to innovative and value-added services to gain market share.

• Manager the implementation of user experience design (through relevant insight and analytics) approach to help guide domain owners better understand and detail the client journeys as they change.
• Provides country data, analytics and insights and approach to help understand and measure scalability, uptake and investment on products through user experience design.
• Provides input into other ecosystems in order to provide our clients with convenient access to a range of diverse products and services.

Customer Conversation Portals (Relationship Management and Main Market Segments)
• Development and enhancement of the foundations of Customer Conversation Portal models / engines to improve relevance of conversations and introduce “advanced” conversations in country.

• Customer Conversations Portal front-end design with user experience / visualization for both Relationship and Main market segments.
• Direct Product / Customer Engagement Campaigns based on contextual relevance, right time and right channel
• Introduction of Portfolio Management capabilities on portals
• Foundational commercialisation of developed insights & analytics.
• Leverage data and advanced analytics to inform proactive and reactive “protection / retention” strategies.
• Identify opportunities from prospective and existing customers (Switching, Cross-Sell, Up-Sell, and Right-Sell triggers / campaigns).
• Drive, track and report on adoption and provides feedback to relevant domain owners and capabilities.
• Tracks and monitors the client conversation portals in country in order to provide input and insights to shape personalisation for PPB Clients.

Campaigns and Direct Engagements
• Develops strategy for targeted campaigns through identifying business opportunities and translating those into informing high-impact campaigns across all phases of the customer lifecycle.
• Designs and formulates a campaign management process (aligned to best practices framework) that is geared at achieving the strategic objectives as co-defined with countries and segments.
• Ensure that campaigns are designed in accordance with Personalisation principles and in alignment to customer outcomes expectations (i.e. Improvements in NPS, Reduced Opt Out Rates).
• Ensure that campaigns confirm to internal risk appetite standards and customer contact and consent strategy is in alignment to country regulations.
• Leverage appropriate technology to support the automatic execution of campaigns.

Campaigns and Direct Engagements
• Develops strategy for targeted campaigns through identifying business opportunities and translating those into informing high-impact campaigns across all phases of the customer lifecycle.
• Designs and formulates a campaign management process (aligned to best practices framework) that is geared at achieving the strategic objectives as co-defined with countries and segments.
• Ensure that campaigns are designed in accordance with Personalisation principles and in alignment to customer outcomes expectations (i.e. Improvements in NPS, Reduced Opt Out Rates).
• Ensure that campaigns confirm to internal risk appetite standards and customer contact and consent strategy is in alignment to country regulations.
• Leverage appropriate technology to support the automatic execution of campaigns

Financial Management
• Contributes to the financial outcomes required for Personalisation in line with PPB Clients requirements and in close collaboration with domain heads, Innovation and Platform enablers.
• Contributes to remedial actions in collaboration with country, other segment heads and Client Solutions.
• Provides input into financial and non-financial metrics (e.g. client attrition, profit growth and return on investment, etc.) for countries.

Risk, Reg, Prudential and Compliance
• Ensures that the country Personalisation capability is built within prudent market risk and conduct parameters.
• Accountable for risk management and adherence to all governance standards for the continued sustainability of the PPB Clients, country and segment.
• Executes appropriate recovery and resolution plans to protect segments client journeys’ data from any untoward event.
• Supports satisfactory audits and ensures that there are no repeat unsatisfactory findings as gauged by operational losses.
• Develops client risk appetite based on the defined framework, which is signed off by PPB Clients, Country in conjunction with Risk.
• Implements and monitors risk management across Personalisation capability (e.g., operational risk, credit risk, ecosystems risk and partner risk management).
• Follows the parameters of the key trade off decisions at client level (i.e. risk appetite, pricing etc.).

People Management:
• Sets the example in line with the Group’s leadership identity, core values and People Promise.
• Enables integrated ways of working and collaboration across the value chain to deliver for the client.
• Ensures alignment to the People and Culture standards with regards to all employee-related matters.
• Identifies current and potential employee skill requirements in consultation with the People and Culture function.

Qualifications
Minimum Qualifications
Type of Qualification: First Degree
Field of Study: Mathematical Sciences
Type of Qualification: Post Graduate
Field of Study: Mathematical Sciences

Experience Required
• 5-7 years of proven experience in deep quantitative, analytics, and modelling environments with proven track record on delivering both customer and commercial outcomes.
• 3-4 years of proven track record in customer insights & analytics environment with end-to-end accountability on translating data into insights and translating the derived insights into actionable customer conversations delivering both customer and commercial outcomes
• Proven track record in a customer insights & analytics environment with experience in translating data into insights and translating the derived insights into actionable customer conversations delivering both customer and commercial outcomes.
• Proven track record in development and implementation of customer conversation portals.
• Proven track record in people management

Additional Information
Behavioral Competencies:
• Conveying Self-Confidence
• Developing Expertise
• Developing Strategies
• Directing People
• Embracing Change
• Empowering Individuals
• Establishing Rapport
• Generating Ideas
• Interacting with People
• Making Decisions
• Producing Output
• Team Working

Technical Competencies:
• Risk Reporting
• Risk Response Strategy
• Risk/ Reward Thinking
• Verbal Communication
• Write Effective Communications