Manager, Client Value Proposition

Standard Chartered Bank
Dubai, United Arab Emirates
May 14, 2022
May 28, 2022
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion. Together we:
  • Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
  • Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
  • Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
  • In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
  • Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
  • Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with with minimum global standards for annual and public holiday, which is combined to 30 days minimum
  • Flexible working options based around home and office locations, with flexible working patterns
  • Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
  • A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
  • Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
  • Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
Role Responsibilities
Assist in developing & designing the Affluent Client Value Proposition (CVP) with strategic operation plans, programs and procedures to grow the Affluent portfolio. Also assist in monitoring critical gaps at required levels and take prompt remedial action where required to uphold the quality of the portfolio, including product provision and marketing strategy.
  • Assist the Head, Client Value Proposition, Client Value Management, Client Acquisition, Premium and International Banking- Affluent Banking in delivering the Affluent agenda across various core business metrics:
    • Developing and executing the CVP for Priority and Premium Banking to achieve strategic goals / KPIs as defined in the UAE corporate plan
    • Implementing the Client Value Management framework in UAE as an agile and scientific approach to achieve country targets through personalized client activation, cross-sell and deepening activities
    • Growing the affluent portfolio through consistent new to bank acquisition, supplemented by client and staff campaigns
    • Developing Premium Banking as feeder into Priority banking for qualified client growth while also delivering on the Premium budget and metrics.
    • Leveraging the Bank's international footprint as well as the UAE's position as a financial hub to strengthen inbound and outbound corridors for Affluent clients.
    • Managing the Affluent Banking client portfolios to ensure that each client is assigned to the optimum segment and sales channel as per segmentation guidelines

  1. Client Value Proposition:
    • In-country deployment of global value proposition and its enablers
    • Provide country insights to Group in design of CVP across Priority and Premium Banking
    • Implement acquisition programs and global acquisition tool kits
    • Ensure provision of value added products to the existing/ potential retail clients and constantly meeting/ exceeding their service expectations.
    • Identify new business opportunities in conjunction with the respective Department and thereby facilitate growth of business and compelling offshore solutions to clients
    • Work closely with Brand & Marketing to build a strong positioning in the market
    • Activating sources of leads to achieve business targets (MGM, digital, marketing campaigns, ecosystem, Executive Banking, alliances)
    • Prepare localized offers and campaign scripts
    • Ensure frontline is supported with adequate marketing tools, pitch-book
    • Give inputs for development of product/ service bundles, with a view to aid client deepening and cross-sell across segments
    • Foster the service quality and client satisfaction agenda for the segment
    • Liaise with counterparts locally and globally to launch tactical campaigns to support the delivery of agreed budgeted targets.
    • Enhance and maintain relationships with influential stakeholders in locations where the Bank operates, to build alliances and seize opportunities in the markets for the Bank's benefits.
  2. Client Value Management:
    • Deploy & track actions to activate clients, build balances and deepen existing Priority and Premium client portfolio
    • Prepare personalized offers and campaigns (win-backs, product-centric) and enable frontline to drive cross-product sales
    • Fulfilment of campaign offers by validating client qualification and processing client
    • Drive frontline usage of the CRM platform and engage Group CVM and IT to enhance system capabilities
    • Execute 'Test and Learn' methodology to review and revise interventions to achieve maximum results
    • Equip RMs with a 360ยบ client view, enhancing RM's capability to drive better client conversations, while utilizing analytics models for new opportunities by identifying clients with high off-us potential to improve our wallet share.
    • Utilize an agile approach through continuous frontline and client feedback, implementing changes and provide ongoing support and coaching to optimise the implementation.
  3. Client Acquisition:
    • Enable the client acquisition channel to increase their productivity by equipping the channel with tactical campaigns, leads, marketing collateral and scripts
    • Assist with new products ideas and enhancement, based on market needs and customer feedback.
    • Ensure accurate and timely delivery of client journeys, digital innovation, sales scripts and marketing offers with appropriate infrastructure in place
    • Work with stakeholders such as Credit, Customer Experience and Process Streamlining to clear bottlenecks and achieve enhanced levels of client satisfaction.
    • Define effective lead management model whilst working closely with Group CVM teams
  4. Premium Banking:
    • Deliver on the UAE Premium Banking segment financials and metrics
    • Develop Premium Banking as feeder into Priority banking for qualified client growth
    • Implement a hybrid sales and service model to activate, cross-sell and deepen existing and potential Premium clients
    • Empower the frontline with sales tools, trainings and client communication that focuses on the Bank's capabilities that address client needs
    • Dial-up digital transaction and servicing of clients by leveraging alternate platforms
    • Assist the Premium Executive channel in their daily requirements of tactical campaigns, offers, scripts, leads management and process improvement
  5. International Banking:

  • Leverage the Bank's global footprint as well as the UAE's position as a financial hub to strengthen inbound and outbound corridors for Affluent clients.
  • Leverage the Bank's global presence to identify potential prospects and provide end to end solutions for clients' strategic and transactional needs.
  • Manage cross-border referrals program and processes as well as simplification of the onboarding process
  • Develop communications, organize trainings and roadshows to showcase UAEs capabilities to markets in line with respective country engagement rules
  • Facilitate the offshore banking RMs with potential Priority clients within UAE's client base and portfolio insights on further deepening.
  1. Portfolio Management & Segmentation:
    • Manage the Affluent Banking client portfolios to ensure that each client is assigned to the optimum segment and sales channel as per segmentation guidelines. Build efficiencies in relationship management principles and ensure that a robust client onboarding journey is followed for new to bank and new to segment clients.
    • Develop, implement and monitor Priority and Premium portfolio initiatives as defined in business strategy (including active clients, AUM Qualified NTBs, PPC at acquisition, Revenue/Client)
    • Enable Priority and Premium client on-boarding through all channels (including Acquisition Teams, Employee Banking, Branch Catchment, and Relationship Managers)
    • Develop operating rhythm for portfolio actions including RM load balancing and segment upgrade/downgrade exercise
    • Standardize required framework of MIS tracking with SBIM
    • Continue to optimize the Affluent portfolio to maximize revenue and minimize cost by assigning best-fit resources in terms of skillset, vintage, demographics, catchment and cost
People and Talent
  • Act as a role model of the Group's values and culture in the UAE
Risk Management
  • Continuously improve the operational efficiency and effectiveness of processes.
  • Ensure effective management of operational risks within the function and compliance with applicable internal policies, and external laws and regulations.
  • Identify opportunities across the end-to-end Retail Banking risk and control environment and drive rectification as required.
  • Ensure adequate and appropriate systems and controls are in compliance with Group and Business policies, procedures, standards and codes, including those governing all Risk types, Compliance, Technology and Operations, Finance and Reputation.
  • Ensure effective implementation of Risk Management framework throughout the business such that:
    • Effective processes are established and maintained to identify, manage, monitor and report risk
    • Systems and procedures to safeguard the security, integrity and confidentiality of information
  • Ensure adequate and appropriate systems and controls are in compliance with Group and Business policies, procedures, standards and codes, including those governing all Risk types, Compliance, Technology and Operations, Finance and Reputation.
  • Ensure compliance with global AML & CDD standards
  • Ensure appropriate operational procedures and controls in place to operate within the Operational Risk appetite framework
  • Ensure compliance to internal and external regulations
  • Ensure ORF / process universe adoption and governance
  • Work collaboratively with FCC, AML, L&C on Due Diligence and all other processes as needed
  • Provide input to governance and operational risk to define measures and controls for prevention
  • Work collaboratively with Financial Crime Compliance, AML, L&C on Client Due Diligence & KYC processes
  • Provide input to governance and operational risk to define measures and controls for prevention of mis-selling, misrepresentation, fraud and for adherence to Treating Clients Fairly principles
Regulatory & Business conduct
  • Display exemplary conduct and live by the Group's Values and Code of Conduct.
  • Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring
  • compliance with, in letter and spirit, to all applicable laws, regulations, guidelines and the Group Code of Conduct.
  • Manage regulatory relationships in relation to the CPBB business in the UAE.
  • Embed the Group's Values and Group Code of Conduct to ensure adherence with the highest standards of ethics. Comply with relevant policies, processes and regulations, as part of the culture. Embed Here for good and Group's brand and values in the UAE
  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key Internal Stakeholders

  • Wealth Management
  • Corporate Affairs, Brand & Marketing
  • Finance
  • Retail Analytics & SBIM
  • Client Experience
  • Conduct and Financial Crime Compliance
  • Saadiq (Islamic) Banking
  • On-Boarding & CDD Governance
  • Private Bank
  • CCIB
  • Group Affluent Banking
  • Priority & International Banking (Across Key Markets/Corridors)
  • VCGM Personal Banking (including Deposits, Mortgages and Credit Cards)
  • Country Operations
  • Country Credit
  • Operational Risk
  • Priority & Premium Banking Unit Heads
  • Digital Banking
  • GBS

Our Ideal Candidate
  • Post-Graduate degree, with English as the primary language.
  • Expert proficiency or Certification in Microsoft Excel, Visual Basic or background in Software Programming
  • Relevant work experience and proven track record in analytics, business strategy, marketing and product management
  • Full understanding of UAE regulatory context, competitive landscape and business challenges

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