Develop and execute strategic plans and clear vision for each consumer segment to drive growth and profitability.
Oversee the design and delivery of tailored products and services for the SG-MY cross-border segment, silver generation segment, preferred segment, and mass segment.
Drive sales and revenue growth by meeting each segment’s KPIs, including (but not limited to) deposit growth, investment Banca penetration, and client acquisition targets.
Ensure a superior customer experience across all segments by understanding and addressing the unique needs and preferences of each group.
Implement initiatives to improve customer satisfaction and loyalty.
Lead the development and management of cross-border banking solutions for the SG-MY segment, facilitating seamless transactions and services between Singapore and Malaysia.
Drive the uplift of all consumer segments AUM (e.g., preferred, mass, silver generation and SG-MY).
Lead and implement a sales and service model for the Bank.
Collaborate with regional teams to enhance cross-border offerings and ensure regulatory compliance.
Plan and execute targeted events and marketing strategies for each consumer segment to drive engagement and brand loyalty.
Collaborate extensively with the marketing team to develop campaigns that resonate with the unique needs of each segment by understanding consumer behaviors, banking needs and trends, etc.
Identify gaps and opportunities to enhance customers’ digital tools/experience and relevant customer journey.
Lead and mentor a team of segment specialists and product specialists, fostering a culture of high performance and continuous improvement.
Provide training and development opportunities to ensure the team is equipped with the latest knowledge and skills.
Provide oversight to branch operations and services serving mass segment, ensuring commendable customer experience regardless of segments.
Oversee the management of the preferred segment banking lounge, ensuring it provides a premium customer experience for high-value clients.
Identify and implement strategies to enhance the lounge's services and amenities.
Qualifications
Bachelor's degree and/or Master’s degree in Finance, Economics, Business Administration, or a related field.
At least 10 years of experience in consumer banking, segment management, or related roles within the financial services industry
Proven track record of developing and managing successful segment strategies and driving business growth
Strong business acumen
Ability to develop and execute strategic plans that drive segment growth and profitability
Driven and results oriented
Strong analytical skills with the ability to interpret market data and trends
Strong collaboration, networking and alliance building skills
Deep understanding of customer needs and the ability to provide tailored solutions
Strong interpersonal and communication skills
Well informed of the market environment, industry practices and regulations governing the Consumer Banking business
Strong leadership and people management skills
Strong understanding of regulatory requirements and experience in ensuring compliance within the financial services sector
Head of Consumer Segments SG