Head Direct Banking

To ensure the consistent integration, adoption and application of the PBB AR Customer Acquisition and Retention strategy and related toolbox(es) for Direct Banking offerings that will aggressively grow the client base in country (i.e. acquisition through ecosystems).

Business accountability: Impact on end result:
Shared - Jointly accountable with peers in our outside immediate department;

Accountability for problem solving:
a) Degree of guidance received to solve problems:
Generally defined - general principles with guidance from top management;
b) Degree of original thought required to solve problems:
Adaptive - Requires analysis, interpretation and significant judgment;

Accountability for planning of activities:
Integration of functions that are diverse in nature;

Discretion allowed for decision making:
Generally Directed - Policy objectives, management general direction;

Outputs:
a) Client:
• Provides input into the PBB AR Customer Acquisition and Retention strategy.
• Implements client standards and policies aligned to PBB AR minimum standards and enhances for local requirements in agreement with PBB AR;
• Develops country client risk appetite based on the defined framework which is signed off by PBB AR in conjunction with PBB Risk;
• Provides input on toolbox development for consumption by other countries where common benefit could be derived, as approved by PBB AR;
• Provides input into client journeys development as delegated by PBB AR;
• Adheres to client experience framework and measurement;
• Keeps abreast of industry trends and macro challenges relevant to Direct Banking;

b) Product:
• Works with country Product to identify, design and deliver fit-for-purpose client centric product solutions;

c) Financial Management:
• Implements, tracks and reports on agreed financial and non-financial metrics (e.g. number of client defaults, net promoter score, client growth, etc.);
• Responsible for the achievement of the agreed financial outcomes for Direct Banking in country;
• Reports on Direct Banking’s performance in country and undertakes remedial actions to ensure financial outcomes realisation;

d) Risk, Regulatory, Prudential and Compliance:
• Implements the agreed risk framework and appetite in alignment with PBB AR and country Risk Corporate Function requirements;
• Provides input into and adheres to the risk control procedures and governance as defined for Direct Banking in consultation with PBB AR and country Risk Corporate Function;
• Implements and monitors risk management for Direct Banking (e.g., operational and credit risk);
• Implements internal audit and operational risk remediation actions and closes out all matters relating to Direct Banking;
• Implements a first line risk management capability for client facing channels;
• Implements and adheres to the SBG Cybersecurity policies;
• Monitors and reports Direct Banking adherence to regulatory requirements;
• Ensures escalation procedures exist for the reporting and resolution of specific breaches of policy, regulatory breaches, etc;

e) People:
• Identifies current and potential employee skill requirements in consultation with the PBB Human Capital Business Partner;
• Determines and guides performance and associated award in consultation with PBB Human Capital, and in alignment with SBG guidelines for own team;
• Ensures alignment to the PBB Human Capital standards with regards to all employee-related matters for own team;
• Provides input to talent strategy developed by PBB Human Capital for own team;
• Mobilises employees in order to fulfil the bank’s objectives regarding client service; sales; people management and engagement; transformation; risk and compliance;
• Leads, inspires and coaches a team of professionals, develops talent, creates succession to key roles;

A Finance and/or Accounting degree;
8-10 years extensive experience in Retail Banking and Business Banking, including the design and development of customer solutions; identifying key drivers of income and cost lines;
Experience in successfully growing the customer base, managing and growing a balance sheet and income statement; Proficient in the design and understanding of data management, analytics and business intelligence;
Experience with products and processes across multiple segments and platforms;
3-4 years Experience in digital landscape and digitisation strategies that enable an enhanced customer experience with an understanding of effective commercialisation strategies to support digitisation;

Technical Competencies:
Strategy Definition (Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others);
Product Knowledge (Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others);
Operational planning (Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others);
Product Related Systems (Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others);
Customer Understanding (Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others);
Continuous Process Development (Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others);

Behavioural Competencies:
Developing Strategies;
Interpreting Data;
Team Working;
Providing Insights;
Embracing Change;
Resolving Conflict;
Inviting Feedback;
Pursuing Goals;
Empowering Individuals;
Generating Ideas;
Producing Outputs;
Establishing Rapport;

Empresa líder em Banca / Serviços Financeiros / Seguros