Bancassurance & Wealth Solutions Lead

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Job Summary

• As trusted advisor to the head of Wealth in all aspects of the business, strategy, financial, people and Operations & Technology.
• A competent leader able to provide guidance that enhances performance in a manner which incorporates the company’s vision and culture.
• Design and implement business management plans, goals and objectives that tend to growth, performance and profitability
• Play a lead role in the client and franchise planning, execution and follow-ups of all management disciplines including:
 All regular MIS data/analysis/presentations
 Monthly and Quarterly Business reviews and performance tracking,
 Tracking budget vs actuals, client reviews and project specific committees
 Build effective relationships and work closely with Senior Management and other strategic stake holders such as Finance, Product, Operations, Technology, and HR team
 Take responsibility for organising internal meetings and external events,
• Preparation of periodic and ad hoc business performance presentations/reviews and Oversight of monthly performance reporting, incl. Revenue, Expenses and market data analysis
• Organize and coordinate operations in ways that ensure maximum productivity in terms of SLA, TAT and process re-engineering.
• Maintenance of the sales pipeline, incl. forecasting exercises and reporting
• Management of client coverage lists and client reference data across the business
• Headcount Reporting and Training Analysis
• Supervise the work of employees and provide feedback and counsel to improve efficiency and effectiveness
• Key strategic person for front office and support functions to help identify, facilitate and achieve business objectives and opportunities
• Drive communication of the business strategy, performance and priorities
• Help manage business risk by ensuring an effective control environment
• Ensure the business is aligned with key control and support functions (such as Legal, Compliance, Operations, HR, Audit, Technology, etc)
• Proactively and on request provide strategic analysis and reporting to facilitate business progression. Assess overall company performance against objectives

Job Description

Accountability: Reporting

 

• Compiling regular reports on complaints management, TCF/Conduct Risk, and Customer

• Satisfaction metrics for all areas of C&IB relating to Customer Segment

• Monitoring of performance against SLAs between frontline and support functions

• Liaise with the country Distribution heads, Marketing & Segment Manager to inform them of the product line strategy, positioning and implementation plans.

• Identify the key lines of income, and the levers we have to control income. Set the strategy according to these levers to achieve the specified Product Line performance targets.

Accountability: Product And Services

• undefined

• Execute the strategic plan for Wealth in conjunction with the distribution channels to deliver the income performance for the year.

• Plan and execute programmes of activity in partnership with channel stakeholders to drive performance.  Including customer events.

• Develop insight-led innovative product, service and process initiatives to support commercial growth including proposal and business case development as well as supporting change.

• Provides excellent product, process and service support including provision of product expertise, literature and supporting materials, communications and processes

• Delivers compelling product, service and process improvements, which meet or exceed defined success criteria.

• Execution of planned product initiatives to time/ cost/ quality.

• Ensures correct MI is in place and develop new analysis and insights.

• Compile competitor data, internal data and industry data to support the development and successful execution of the strategy.  Analyse this to determine where there are opportunities and threats.  Sharing insights with the Head of Business, Sales Executive, Head of Investment and regional office as necessary.

Accountability: People

 

• Actively contributes to the development of a “team” culture across the Customer Network and wider teams. 

• Is responsive to colleague queries and requests for support

• Manage relationships with internal departments to progress product and service initiatives as well as maintain delivery standards and KPIs.

• Meets regularly with stakeholders to understand their strategies and plans and review performance.

• Proactively collaborates with stakeholders to drive momentum in innovation and to develop new opportunities

• Gains feedback from the business and clients on the effectiveness of any product/process change and acts on this for improvements

Accountability: Control

 

• Work with key stakeholders to ensure regulatory requirements are met.

• SLA’s set and met for back office to ensure great customer service

• Works closely with channels and suppliers to ensure KPI’s are exceeded.

• Define the standards and specifications for new products and services in line with our conduct risk agenda.

• Ensure that any High Risk reviews are completed in a timely manner and at a good standard

Accountability: TCF/Conduct Risk

 

•     Ensure in conjunction with Governance & Control or any area that may be responsible for assessment and reporting on Conduct Risk that effective assessment of Conduct Risk is done as required within the risk framework

•     Ensuring that actions are identified that need to be undertaken to address issues identified through any assessments conducted, including tracking/monitoring of the progress and completion of such actions

•     Act as TCF/Conduct Risk representative on any committees or other forums that require such representation from the business unit

·       Act as gate keeper by vetting customer communication/marketing materials produced by the business

Review and validate new products and services as part of the NAPA process

Accountability: Customer Experience Quality Assurance

 

• Follow up with front line teams on breaches of the Complaint Handling Policy to avoid recurrence

• Drive for remediation of all complaint root causes with action owners

• Carry post implementation review to ensure effectiveness of actions taken by front line and support functions to address complaint root causes

• Own and resolve all customer complaints including customer visits

 Accountability: Product Development 

 

• Generate and manage new product or product amendment ideas at the concept development stage

• Log product ideas for the product line utilising relevant research (e.g. input from customer insight and product managers). Review ideas and make recommendations to progress which are prioritised using value-based criteria.

• Design of new products or product features considering both customer requirements and the constraints for new developments

• Write the aggregate business case for new products using country input, risk and infrastructure plan, detailed operational risk assessment, and complete the financial model for product

• Facilitate planning workshops to produce detailed plans for each product development work stream and manage infrastructure build, test, pilot launch and full launch

• Obtain New Product Approvals for all new products or significant enhancements

• Handover new product to BAU following process and undertake post project review

 

Education and Experience Required

 

•   Commercial Bachelors Degree with minimum 5 years relevant experience.

 

Knowledge & Skills:

 

•   Presentation skills

•   Analytical skills

•   Communication skills

•   Report writing skills

 

Competencies:

 

•    Able to deal professionally, confidently and effectively with staff at all levels, internally and externally

•    Ability to work autonomously

•    Ability to keep abreast of industry changes in both the business and marketing environments

 

 

Education

Higher Diplomas: Business, Commerce and Management Studies (Required)