JOB SUMMARY
- We are seeking an accomplished and visionary professional to join our team as the Head, Cross-sell & Deepening solutions delivery for our Wealth & Retail Banking. The role is responsible for enhancing the bank’s relationship with existing clients by driving increased engagement, encouraging traffic across mobile and outbound channels, monetisation of our mobile assets, and implementing targeted cross-sell strategies. This role will focus on understanding client behaviours, designing initiatives to enhance touchpoints, and using data-driven strategies to increase the depth and breadth of client relationships. The ideal candidate will collaborate with Digital sales, Product, Segment, Marketing, and Analytics teams to maximize client traffic and lifetime value.
RESPONSIBILITIES
Strategy & Thought Leadership
- Execution of Cross-Sell portfolio plans, such as design and execute cross-sell strategies for existing clients to offer additional relevant products and services. Identify product and service needs across segments to increase wallet share and deepen client relationships.
- Develop Traffic-Driving Initiatives across owned channels (mobile, web, and outbound) focussing on improving client engagement, driving sales, and creating awareness of our product offerings. Collaborate with the Journey and Experience optimization team to design mobile-first use cases that drive clients to the mobile app, enhancing engagement rates and ensuring clients find value in using the app regularly.
- Continue optimization of live use cases to drive higher conversion by periodically refining messaging, optimizing workflows, and making necessary adjustments to improve conversion rates and overall performance.
- Optimise mobile assets through configuring various mobile app slots (e.g., banners, push notifications, in-app messages) to showcase personalized offers. Strategically place these slots based on client behavior, segment, and preferences to increase visibility and engagement.
- Incorporate Pricing capability in Decisioning: Utilize dynamic pricing models and decisioning logic to deliver personalized, price-optimized offers by integrating pricing capability within decisioning frameworks
- Data Ingestion & Integration: Design, develop, and maintain automated data ingestion pipelines for seamless integration of static, derived and derived and aggregated attributes for use case delivery. Implement data validation processes to ensure high-quality, accurate, and consistent data ingestion, handling any discrepancies or inconsistencies across data sources. Optimize data ingestion pipelines for speed, reliability, and scalability to ensure they can handle increasing data volume and complexity as the business grows.
- Improve decisioning to monetise our existing capabilities through leverage advanced decisioning models and arbitration logic to refine how clients are targeted and served. Enhance workflows to ensure that product offerings are tailored, timely, and personalized, maximizing their appeal and relevance to drive traffic and increase conversions across channels.
- Establishing critical OKRs for Traffic and Engagement and measure campaign effectiveness with the use of analytics to generate actionable insights, optimize campaign performance, and iterate on strategies to drive higher traffic and engagement.
- Drive a culture of continuous improvement and innovation to keep the retail bank at the forefront of marketing technology advancements.
Collaboration & Stakeholder Management
- Foster strong cross-functional collaboration with marketing teams, IT, compliance, and other relevant stakeholders to ensure successful implementation of sales and engagement initiatives.
- Act as a key liaison between the cross-sell and engagement team and senior management, providing regular updates on progress and strategic insights.
People & Talent
- Engage critical regional, global and functional stakeholders in the delivery of the Digital Sales & Distribution agenda and ensure strong alignment and sponsorship amongst peers and leaders.
- Collaborate with the Digital Sales and Marketing center of expertise as well as country digital heads to define capability's introduction and enhancement roadmap in line with strategies and priorities.
- Establish a performance, collaborative and customer centric culture while ensuring execution certainty.
- Strengthen talent pool to support Digital Sales and engagement agenda
Risk Management
- Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the Group.
- Create, enhance, and drive awareness and understanding of the main risks facing the Group and the role the individual plays in managing them.
- Interprets relevant data and identifies key issues based on this information and put in place appropriate controls and measures.
- Ensure activities comply with relevant compliance, and security standards.
Governance
- Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight, and controls in the business and, if necessary, oversee changes in these areas.
- Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.
- Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.
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, all applicable laws, regulations, guidelines and the Group Code of Conduct.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key Stakeholders
- Regional and Country Heads of CPBB (Consumer, Private and Business Banking)
- Group and Country Personal Banking teams, Affluent Banking teams, Wealth Management teams, Digital teams, and Product teams
- Group Digital Management team, CPBB
- Global Head, Digital Sales & Marketing
- Domain Leads and respective Hive Leads, CPBB
- Global Head Data and Analytics and team, CPBB
- Support Functions - Retail Operational Risk, Retail Banking CFCC, ITO, Finance, GIA etc
Our Ideal Candidate
- Master’s degree in marketing, Business administration or computer science.
- 15 plus years experience in banking, client engagement, digital marketing, or a similar role with a focus on cross-sell, deepening, and traffic-driving initiatives.
- Experience in international and multicultural environment.
- Strong leadership skills with experience of managing large team in complex environment.
- Experience in interacting with diverse stakeholders including technology, risk and compliance area.
- Strong customer centric focus with decent understanding of product propositions and customer journey design.
- Demonstrated strategic thinking and strong analytical skills in combination with innovative thinking.
- Strong Communication and interpersonal skills.
- Execution focus and ability to move from details to vision
- Experience in agile delivery and design thinking methodology understanding
Role Specific Technical Skills
- Energy and a desire to succeed; follows through on commitments; pushes self and others to deliver exceptional results.
- Business leadership – able to provide digital and customer leadership and expertise to Regional and Country managers.
- Excellent people leadership and talent development skills.
- Relationship building & influencing – able to build strong relationships across internal and external stakeholders.
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 170 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
- Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
What we offer
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 leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along 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.
Visit our careers website www.sc.com/careers