Business Function
As the leading bank in Asia, the bank is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, our financial solutions are not only the best in the business – they were made just right for you.
As a member of the Platforms, Innovations, and Experiences Team within Financial Planning & Advisory, our mission is to become the preferred financial planning partner in Singapore: We aim to help our retail customers achieve their dreams and aspirations at every life stage by helping them to craft personalized portfolios of investment and insurance products.
Responsibilities
Plan and drive key programs and initiatives for Financial Planning & Advisory:
#1 Drive reverse inquiry strategy: To deepen relationships and fortify trust with our customers, we are centrally driving communication on behalf of our Wealth Planning Managers (WPMs) until customers require human expertise.
1. Execute communications to keep customers updated on their portfolio holdings, and how recent news & policy updates impact their financial plans.
2. Synthesize customer responses to sharpen our content, ensuring all communications are personalized and relevant to each customer.
3. Conducting Discovery sessions with customers and WPMs to identify customer needs and explore what communications will help our customers.
4. Propose engagement strategies based on content, frequency and channels that will be relevant to each customer’s needs.
5. Explore technology/AIML/GenAI solutions to automate the synthesis of customer response, maintain response time service level by WPMs, and incorporate personalized insights from the bank's research that is relevant to each customer.
#2 Develop and drive OTO engagement strategies (Online to Offline + Offline to Online) to guide our customers in their Financial Planning journeys.
1. Conducting Discovery sessions with customers and WPMs to identify how might we leverage both online and offline channels to help customers fulfil their financial planning needs.
2. Ideate with cross functional stakeholders to develop new communications, engagements, tools, or operating models that can help customers fulfil their financial planning needs.
3, Conduct experiments to evaluate the effectiveness of our initiatives in addressing customer needs.
#3 Support strategy development to shape the future of Financial Planning & Advisory.
Requirements
1. Experience in communication/CRM/marketing/PR, preferably in consumer banking or sales & distribution.
2. Excellent command of the English language with the ability to think strategically and creatively.
3. Keen interest in leveraging technology to boost productivity and personalizing customer communications.
4. Strong analytical skills and the ability to convey complex information clearly to a diverse audience.
5. Strong stakeholder management, change management, and communication skills, with a proven track record in a multi-stakeholder environment.
6. Ability to manage complex priorities, resolve conflicts, and influence stakeholders beyond formal reporting lines.
7. Self-starter and collaborator who thrives in a fast-paced, ever-changing, and deadline-driven environment.
8. Ability to summarize complex issues in business terms, anticipate problems, and apply problem-solving skills.
Internal ref: 9143
Regards,
Lini
Recruitment Consultant
R22108463
