For customer growth on onshore /offshore affluent

• Design and implement of new acquisition strategies and marketing programs to grow Premier Banking customers

• Collaborate with different business owners to develop referral program and further deepen product penetration

• Drive marketing campaigns to upkeep market competitiveness and to formulate marketing strategies and explore the business opportunities to drive bank’s revenue

• Ensure CVP to meet customer needs and help acquire new customer/ relationships

• Deliver quality research and actionable insights to deepen our customer understanding for sharing the business strategy to drive centricity

• Collaborate with various product, credit, operations, and functional teams to improve customer service delivery through turnaround times, service guarantee and process improvements

• Perform analysis on programme result to evaluate performance

• Collaborate with Compliance, Legal, Risk Management, and other control functions to ensure compliance to Group and regulatory standards

For customer growth on mass segment

• Plan, execute and manage strategy and tactical business plan, considering the market opportunity/growth potential, competitor activity, existing capabilities and risk appetite, delivering Personal Banking and Workplace Banking business goals. 

• Develop sales strategy for business leads acquisition working with Branch Banking, Direct Sales, analytics and marketing teams to ensure Mass clients are acquired

• Develop comprehensive CVP for mass customer segment. 

• Develop basic product bundles and solutions dedicated to mass segment.

• Collaborate with Compliance, Legal, Risk Management, and other control functions to ensure compliance to Group and regulatory standards

For customer portfolio growth

• Revamp and implement need-based customer propositions that are best-in-class and cater to different customer segments.

• Also coordinate with OCBC Group on bringing in best practices and regional offerings

• Design and roll out customer and revenue growth campaigns with an aim to address customer needs with a range of product solutions.

• Conduct competitor study on an ongoing basis and recommend counter moves to ensure market competitiveness

• Collaborate with product teams and help steer product enhancement to meet the need of respective customer segments. Steer market competitive customer engagement and experience journey

• Tailor differentiates privileges, loyalty programs & events to deepen customer relationship and provide prestige customer experience

• Manage CVP development along with Sales and Service model such as RM model, call center service model, Remote channel features and Product differentiations

• Collaborate with Compliance, Legal, Risk Management, and other control functions to ensure compliance to Group and regulatory standards

Digital Transformation

• Understand the business objective, identify performance gap, develop and deploy training inputs to build strong sales functional competencies at all levels.

• Review the existing capabilities and identify area of improvements.

• Drive a solid strategy to commercialize the capabilities and optimize the cost and spending.

• Customer-Centric Strategy: To lead and collaborate with cross-functional teams to develop a customer-centric roadmap and strategy for transformation e.g. enhancing the core banking system and customer related digital journey. Aligning it with customer expectations and business goals.

• Stakeholder Management: Engage with stakeholders, including frontlines, operations, and product owners, to understand their needs, gather feedback, and ensure effective communication throughout the enhancement process.

• Continuous Improvement: Monitor customer/frontline feedback, system performance, and industry trends to identify opportunities for continuous improvement and innovation in Digital transformation.

• Performance monitoring: To work closely with the analytics team to manage the tracking and reporting of customer behavior. Take ownership of performance.

Bachelor's degree in business administration, Management, Marketing, banking or finance related field.

5-10 years’ experience in customer segment management, (affluent is preferred) Marketing, Digital, Consumer Products, etc.

Deep understanding of customer experience principles, customer journey mapping, and customer-centric design thinking methodologies.

Strong analytical and problem-solving skills.

Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders to champion customer-centric initiatives.

Passion for delivering exceptional customer experiences and a customer-first mindset.

Knowledge of regulatory compliance requirements in the banking industry is highly desirable.

For customer growth on onshore /offshore affluent

• Design and implement of new acquisition strategies and marketing programs to grow Premier Banking customers

• Collaborate with different business owners to develop referral program and further deepen product penetration

• Drive marketing campaigns to upkeep market competitiveness and to formulate marketing strategies and explore the business opportunities to drive bank’s revenue

• Ensure CVP to meet customer needs and help acquire new customer/ relationships

• Deliver quality research and actionable insights to deepen our customer understanding for sharing the business strategy to drive centricity

• Collaborate with various product, credit, operations, and functional teams to improve customer service delivery through turnaround times, service guarantee and process improvements

• Perform analysis on programme result to evaluate performance

• Collaborate with Compliance, Legal, Risk Management, and other control functions to ensure compliance to Group and regulatory standards

For customer growth on mass segment

• Plan, execute and manage strategy and tactical business plan, considering the market opportunity/growth potential, competitor activity, existing capabilities and risk appetite, delivering Personal Banking and Workplace Banking business goals. 

• Develop sales strategy for business leads acquisition working with Branch Banking, Direct Sales, analytics and marketing teams to ensure Mass clients are acquired

• Develop comprehensive CVP for mass customer segment. 

• Develop basic product bundles and solutions dedicated to mass segment.

• Collaborate with Compliance, Legal, Risk Management, and other control functions to ensure compliance to Group and regulatory standards

For customer portfolio growth

• Revamp and implement need-based customer propositions that are best-in-class and cater to different customer segments.

• Also coordinate with OCBC Group on bringing in best practices and regional offerings

• Design and roll out customer and revenue growth campaigns with an aim to address customer needs with a range of product solutions.

• Conduct competitor study on an ongoing basis and recommend counter moves to ensure market competitiveness

• Collaborate with product teams and help steer product enhancement to meet the need of respective customer segments. Steer market competitive customer engagement and experience journey

• Tailor differentiates privileges, loyalty programs & events to deepen customer relationship and provide prestige customer experience

• Manage CVP development along with Sales and Service model such as RM model, call center service model, Remote channel features and Product differentiations

• Collaborate with Compliance, Legal, Risk Management, and other control functions to ensure compliance to Group and regulatory standards

Digital Transformation

• Understand the business objective, identify performance gap, develop and deploy training inputs to build strong sales functional competencies at all levels.

• Review the existing capabilities and identify area of improvements.

• Drive a solid strategy to commercialize the capabilities and optimize the cost and spending.

• Customer-Centric Strategy: To lead and collaborate with cross-functional teams to develop a customer-centric roadmap and strategy for transformation e.g. enhancing the core banking system and customer related digital journey. Aligning it with customer expectations and business goals.

• Stakeholder Management: Engage with stakeholders, including frontlines, operations, and product owners, to understand their needs, gather feedback, and ensure effective communication throughout the enhancement process.

• Continuous Improvement: Monitor customer/frontline feedback, system performance, and industry trends to identify opportunities for continuous improvement and innovation in Digital transformation.

• Performance monitoring: To work closely with the analytics team to manage the tracking and reporting of customer behavior. Take ownership of performance.

Bachelor's degree in business administration, Management, Marketing, banking or finance related field.

5-10 years’ experience in customer segment management, (affluent is preferred) Marketing, Digital, Consumer Products, etc.

Deep understanding of customer experience principles, customer journey mapping, and customer-centric design thinking methodologies.

Strong analytical and problem-solving skills.

Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders to champion customer-centric initiatives.

Passion for delivering exceptional customer experiences and a customer-first mindset.

Knowledge of regulatory compliance requirements in the banking industry is highly desirable.