Client Value Management Specialist at FNB South Africa

• All appointments will be made in line with the Bank’s Employment Equity plan
• The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

Role Purpose

• To identify and onboard new revenue growth opportunities for the bank, provide client insights and engagement opportunities through a positive and seamless client experience by offering appropriate solutions to clients across multiple channels and managing the end-to-end lifecycle for opportunities and insights across multiple channels, platforms with an understanding of impact between real-time and batch.

Responsibilities

• Coordinate and facilitate the campaign life cycle (data governance, upfront analytics, plan, extract, load, launch, execute, fulfil and report) to ensure a positive and seamless client experience and grow the customer base
• Increase product penetration (Product depth), client entrenchment (width VSI) and lifetime value of the client
• Align segment, product and marketing strategies to best execute on delivery of sales targets and increase product penetration
• Investigate innovative ways of identifying new sales and behavioural opportunities within the existing base and test viability of the campaigns by executing it across multiple channel, whilst driving business objectives and annual targets
• Drive implementation to increase sales, fulfilment and campaign management processes and enhancement to existing systems
• Provide insights into customers external VSI through mining customers data based on transaction table, thereby allowing frontline to perform acquisition and switch conversations with customer to FNB
• Provide a positive and seamless client experience by minimising hand-offs and ensuring single point of contact with a customer for a number of applicable products aimed to grow the customer base
• Liaise and meet weekly or monthly with regions and channels to provide guidance and insights into opportunities
• Attend sales meetings to drive business objectives with a strong focus on conversion
• Ensure proper onboarding of new product houses, products and channels and understand data, sales and fulfilment processes, reporting and impact on specific portfolios
• Review, prioritise and manage end-to-end lifecycle of campaigns aligned to business strategy
• Consult with relevant stakeholders to prioritise campaigns aligned to business strategy based on Exco priority, current pipeline, urgency, relevance, dependencies and understanding capacity on the execution channel
• Coordinate and facilitate campaign initiation, planning and implementation activities in line with Client Value Management (CVM) campaign process for relevant channels (e.g. frontline, telephony and Below the Line (BTL) initiatives)
• Review campaign brief in terms of full campaign lifecycle and stakeholders involved and ensure alignment to business strategy, taking into account system implications, data requirement, call to action, fulfilment process and campaign tracking
• Identify gaps in a pro-active manner and address or close quickly in order for campaign to run smoothly and successfully
• Coordinate training for prioritised and approved campaigns.
• Draft campaign announcements and share relevant information regarding the campaign with frontline and key stakeholders for launch of new or existing campaigns and expiry of campaigns, thereby assisting in familiarisation and understanding of product information and product offering
• Confirm that all opportunities for a specific campaign and period was successfully loaded and take action where it was not
• Handle all campaign and data queries and provide regular updates to stakeholders until resolved
• Use analytics and insights to discuss campaigns (current, upcoming opportunities and post-campaign analysis) and provide continuous improvement of CVM dashboard to draw conclusions and insights and provide relevant reporting to stakeholders
• Compile monthly reports for Exco, stakeholder Manco’s and for internal operational use based on sales and operational initiatives and collaborate to increase sales or change customer behaviour
• Discuss current campaigns, upcoming opportunities, fulfilment of opportunities and post-campaign analysis (including identifying successful campaigns or areas for improvement) with relevant Product Houses (PH), Channel and Marketing stakeholders
• Follow-up on operational queries relating to reports, scorecard and dashboards
• Review and analyse post campaign analysis to understand if business objectives were met. Identify any issues from a data perspective, fulfilment and handoff OR reporting irregularity
• Implement any corrective steps to be taken with stakeholders
• Continuously consult various dashboards to understand workability and conversion of opportunities loaded as well as interaction on opportunity dashboards
• Consult with relevant stakeholders and provide input on improving the dashboard with relevant and useful insights
• Test the dashboard for accuracy, conduct continuous checks to ensure all campaigns are listed on the dashboard and provide input to improve the dashboard
• Check that sales on the CVM dashboard aligns with that of the PH Sales and that targets are pulling through correctly
• Enable research and ensure development and continuous improvement of operational processes
• Ensure the development, alignment, mapping and implementation of end-to-end processes in order to implement on the desired customer journey map
• Implement, monitor and control business processes according to quality standards; policy; and compliance and governance requirements in area of accountability
• Enable research and consult on improvements and opportunities to harness technology and platform enablement
• Participate in planned activities that are appropriate for own development
• Develop, encourage and nurture collaborative relationships across area of specialisation

Additional Requirements

• In accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.

Qualifications and Experience

• Minimum Qualification - Relevant Business Degree
• Experience - 3+ years in a CVM or banking environment
• Strong knowledge of how to interpret and apply data insights into executable opportunities and campaigns using variable channels, platforms and mediums – driving desired outcome in banking environment.
• Understand processes and identify breakages in order to ensure seamless client experience.
• Understand, interpret and draw conclusions from reviewing post campaign analysis and suggest corrective steps based on results