Role Purpose
This role holder is responsible for managing the client retention program for the assigned unit or product, through taking initiative in customer satisfaction via process improvement plans and efficient reporting and flow of information. The role holder is also responsible for leading a team of retention members and ensuring high level of client satisfaction and increase in client retention to the bank.
Key Accountabilities
Relationship Management
Builds and maintains effective relationships with clients and manages their accounts, in order to ensure business continuity and to help the clients make the right decisions with their accounts and explain the financial services on offer to them.
Develops and implements a retention program and ensure its implementation within the department.
Develops account plans in a consistent and timely manner in order to swiftly follow-up on identified business opportunities and provides regular updates within the team about the portfolio's accounts development.
Develops key metrics to measure departmental/portfolio performance, and establishes reporting lines to accurately measure portfolio results.
Keeps aware of all the services and products the clients are utilising from the bank, and all the issues, requests, etc. that are raised across any department of the bank, in order to ensure awareness about the client.
Initiates measures to maintain and improve client satisfaction and demonstrates a high level of service delivery through appropriate discretion and independent judgment in the execution of the retention exercises.
Responds promptly and directly to customer issues and questions over the phone, through email or utilizing chat functionality.
Retention
Reports on quantitative and qualitative information when FGB clients report difficulty or reasons for moving to competitors.
Provides inputs to management on the client needs and trends in the market, which are commercially viable in order to enable product enhancement and recommendations on how to increase retention levels.
Internal Collaboration
Develops relationships and coordinates with other departments to meet client service expectations.
Develops a close working relationship with all product partners in order to contribute to cross selling opportunities.
Engages with stakeholders including Operations, Technology, Branches, Legal etc. to delivery timely and effective level of client experience to our clients.
People Management Responsibilities
Defines goals and key performance indicators for each member of the team and ensure effective implementation of the FGB performance management process.
Develops talent within the team by providing guidance and coaching to achieve the defined goals.
Key Performance Indicators
Increase in customer retention
Growth in total portfolio revenue
Client satisfaction index
Timely development of project and change management related documents
Adherence to policies, processes, and procedures of FGB and CBG
Education
Bachelor’s Degree in Finance, Banking, Business Management or a related major field of study is required
Experience
Minimum of 5 years of relevant experience with at least 3 years in a similar role
Key interactions
Internal
Relationship Management Teams in Consumer Banking Group
Area Manager/Unit Manager
Central Operations in Shared Services Centre
Other Departments in Consumer Banking Group
External
Clients (Current and Targeted)
Click on THIS link to apply.
This role holder is responsible for managing the client retention program for the assigned unit or product, through taking initiative in customer satisfaction via process improvement plans and efficient reporting and flow of information. The role holder is also responsible for leading a team of retention members and ensuring high level of client satisfaction and increase in client retention to the bank.
Key Accountabilities
Relationship Management
Builds and maintains effective relationships with clients and manages their accounts, in order to ensure business continuity and to help the clients make the right decisions with their accounts and explain the financial services on offer to them.
Develops and implements a retention program and ensure its implementation within the department.
Develops account plans in a consistent and timely manner in order to swiftly follow-up on identified business opportunities and provides regular updates within the team about the portfolio's accounts development.
Develops key metrics to measure departmental/portfolio performance, and establishes reporting lines to accurately measure portfolio results.
Keeps aware of all the services and products the clients are utilising from the bank, and all the issues, requests, etc. that are raised across any department of the bank, in order to ensure awareness about the client.
Initiates measures to maintain and improve client satisfaction and demonstrates a high level of service delivery through appropriate discretion and independent judgment in the execution of the retention exercises.
Responds promptly and directly to customer issues and questions over the phone, through email or utilizing chat functionality.
Retention
Reports on quantitative and qualitative information when FGB clients report difficulty or reasons for moving to competitors.
Provides inputs to management on the client needs and trends in the market, which are commercially viable in order to enable product enhancement and recommendations on how to increase retention levels.
Internal Collaboration
Develops relationships and coordinates with other departments to meet client service expectations.
Develops a close working relationship with all product partners in order to contribute to cross selling opportunities.
Engages with stakeholders including Operations, Technology, Branches, Legal etc. to delivery timely and effective level of client experience to our clients.
People Management Responsibilities
Defines goals and key performance indicators for each member of the team and ensure effective implementation of the FGB performance management process.
Develops talent within the team by providing guidance and coaching to achieve the defined goals.
Key Performance Indicators
Increase in customer retention
Growth in total portfolio revenue
Client satisfaction index
Timely development of project and change management related documents
Adherence to policies, processes, and procedures of FGB and CBG
Education
Bachelor’s Degree in Finance, Banking, Business Management or a related major field of study is required
Experience
Minimum of 5 years of relevant experience with at least 3 years in a similar role
Key interactions
Internal
Relationship Management Teams in Consumer Banking Group
Area Manager/Unit Manager
Central Operations in Shared Services Centre
Other Departments in Consumer Banking Group
External
Clients (Current and Targeted)
Click on THIS link to apply.
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