Lagos, Nigeria
Posted 2 months ago
Job Summary:
• Own Elite segment strategy and its execution, thereby supporting achievement of revenue, balance sheet and operating profit targets agreed in annual budget and establishing fundamentals for long term performance of the segment.
• Achieve a balanced growth of the Elite segment by maximizing market share, client and staff satisfaction.
• Develop (and keep improving) comprehensive Value Proposition for Elite segment (and associated sub-segments), including developing partnerships with reputable institutions to offer lifestyle benefits.
• Own the responsibility for ensuring excellent Customer Experience in the Elite space
• Own the responsibility of enabling RMs and Virtual RMs productivity
Duties & Responsibilities:
• Understand current Value proposition, identify gaps and build a strong value proposition taking into consideration (dynamic) customer needs, market offering, sales force feedback and match global standards on solutions and delivery
• Manage Segment profitability and ensure delivery of balance sheet targets
• Grow Elite Segment portfolio by;
Working with Product team to offer attractive / relevant products, schemes and services
Increasing customer engagement through events, focus groups and use of RMs
Engaging frontline periodically to review portfolio, understand their challenges (if any), identify training needs and obtain feedback on market realities, our products & campaigns
Running seasonal/Next Best Action campaigns to incentivize the sales force/Customers and increase run rate
Driving channel migration to online, mobile banking and debit cards to reduce cost to serve
Driving increase in segment PPC ratio towards improving profitability and customer stickiness.
Understand reasons behind attrition and come up with strategies to minimize it by developing pro-active steps to be adopted by RMs
Conduct market research (focus groups) and benchmarking with key competitors
Monitoring segment portfolio to reduce/eliminate customers with zero / negative profitability
• Customer experience, satisfaction, and motivation indicators.
• Increase use of technology – E-channel and products/services utilization.
• Provide leadership, develop, and motivate Elite Relation Managers to increase performance and productivity.
• Implement process for migration of customers across Personal & Elite segments.
• Work closely with Operations to enrich Elite customer database – updating customer data with email/mobile numbers etc. Work closely with Service quality in driving a standard behavior of RMs and DSA’s in managing customer queries and sales objections respectively
• Work closely with Branch services to fulfil the Elite customer promise at our physical locations
• Work closely with Analytics team, using day to provide insights towards improved sales strike rates
• Work closely with HR and Distribution to ensure the right RMs are in the right places.
• Understand current Value proposition, identify gaps and build a strong value proposition taking into consideration (dynamic) customer needs, market offering, sales force feedback and match global standards on solutions and delivery
• Manage Segment profitability and ensure delivery of balance sheet targets
• Grow Elite Segment portfolio by;
Working with Product team to offer attractive / relevant products, schemes and services
Increasing customer engagement through events, focus groups and use of RMs
Engaging frontline periodically to review portfolio, understand their challenges (if any), identify training needs and obtain feedback on market realities, our products & campaigns
Running seasonal/Next Best Action campaigns to incentivize the sales force/Customers and increase run rate
Driving channel migration to online, mobile banking and debit cards to reduce cost to serve
Driving increase in segment PPC ratio towards improving profitability and customer stickiness.
Understand reasons behind attrition and come up with strategies to minimize it by developing pro-active steps to be adopted by RMs
Conduct market research (focus groups) and benchmarking with key competitors
Monitoring segment portfolio to reduce/eliminate customers with zero / negative profitability
• Customer experience, satisfaction, and motivation indicators.
• Increase use of technology – E-channel and products/services utilization.
• Provide leadership, develop, and motivate Elite Relation Managers to increase performance and productivity.
• Implement process for migration of customers across Personal & Elite segments.
• Work closely with Operations to enrich Elite customer database – updating customer data with email/mobile numbers etc. Work closely with Service quality in driving a standard behavior of RMs and DSA’s in managing customer queries and sales objections respectively
• Work closely with Branch services to fulfil the Elite customer promise at our physical locations
• Work closely with Analytics team, using day to provide insights towards improved sales strike rates
• Work closely with HR and Distribution to ensure the right RMs are in the right places.
Key Performance Indicators:
• Revenue & Balance Sheet growth
• Revenue per customer
• AUM Qualified Customers
• Product Holding Per Customer (PPC)
• Active accounts / active customers growth in the segment
• Channels and cards penetration
• Loan penetration
• Percentage of customers who pay the bills
Job Requirements:
• First degree
• Possession of a post-graduate degree (MBA or MSc is an added advantage)
• Min 8 years’ experience in Banking which includes 2 years in managerial level.
• First degree
• Possession of a post-graduate degree (MBA or MSc is an added advantage)
• Min 8 years’ experience in Banking which includes 2 years in managerial level.
Key Competency Requirements:
Job Knowledge:
• Mandatory knowledge of Basic CBN policies
• Knowledge of top functional applications required for the job
• Knowledge and experience of market segments
• Knowledge and experience of regulatory policies and guidelines
• Strong understanding of banking and lending products.
• Experience in understanding the financial needs of all types of client’s skills.
Skills/Competencies:
• Leadership to nurture and sustain employee satisfaction; and to manage change.
• Organization development to effectively structure the department for optimal performance.
• Management of costs associated with sales strategy and relationship growth
• Ability to negotiate complex transaction and lead successful teams.
• Keen, conscientious, with a friendly disposition
• Can work well under extreme pressure and remain calm with the ability to prioritize.
• Personable and adaptable individual with excellent communication, interpersonal and organizational skills Knowledge on Excel and PowerPoint
• Presentation skills
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
Applications should be sent to talents@unionbankng.com
0 Likes
