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Job Title:  Manager, Personalisation (Campaign Analytics & Execution)

Organisation: Stanbic Bank Uganda Limited

Duty Station:   Kampala, Uganda

About the Company:

Stanbic Bank Uganda Limited is a subsidiary of Stanbic Africa Holdings Limited which is in turn owned by Standard Bank Group Limited (“the Group”), Africa’s leading banking and financial services group. The Standard Bank Group is the leading banking group focused on emerging markets. It is the largest African banking group ranked by assets and earnings. Stanbic Bank Uganda Limited is the largest bank in Uganda by assets and market capitalization. It offers a full range of banking services through two business units; Personal and Business Banking (PBB), and Corporate and Investment Banking (CIB).

Key Duties and Responsibilities:

• Manage foundational aspects for the Personalisation capability in country including insights, direct campaigns, and conversation portals.
• Provides insights and analytics, which can be used for the design and delivery of personalised client conversations for Consumer and High Net-Worth clients
• Drives design, development, and execution of a foundational client. conversation portal, in partnership with the Domain, enabling banker to have contextually relevant and meaningful conversations with clients.
• Builds the foundations for the management and execution of personalised campaigns, which is supported by appropriate analytics and behavioural economics principles.
• Develops, productionise, and maintain statistically robust and accurate campaign models to facilitate conversations in main markets, take-up optimisation across acquisition, retention, right-sell, and cross-sell interventions.
• Supports business decision making through the provision of customer insights and analytics.
• Strategy
• Manages the implementation of the Personalisation value proposition in country with input from segments and capability heads and in alignment with the PPB Clients value proposition.
• Manages the implementation of the Personalisation value proposition and all related toolbox(es) in country – and customises accordingly.
• Tracks and reports on adoption and provides feedback to relevant domain owners and capabilities.
• Drives scalability of user experience design based on digital and physical integration points around product, campaigns and go-to market timelines (must take market relevance into consideration).

Client Insights and Analytics

• Provides client insights and analytics to support business in understanding the customer, such as segment deep-dive analysis, entrenchment scorecards. The outputs can be used for targeted customer engagement, CVP design, etc.
• Supports the implementation of client value proposition in country with approved customisations.
• Maintains alignment with other segment heads in order to ensure client value proposition delivery and reduction of duplication across segments.
• Supports the delivery of a consistent client experience through all engagement platforms.
• Stays abreast of market and competitive developments in order to provide input to innovative and value-added services to gain market share.
• Manager the implementation of user experience design (through relevant insight and analytics) approach to help guide domain owners better understand and detail the client journeys as they change.
• Provides country data, analytics and insights and approach to help understand and measure scalability, uptake and investment on products through user experience design.
• Provides input into other ecosystems in order to provide our clients with convenient access to a range of diverse products and services.
• Customer Conversation Portals (Relationship Management and Main Market Segments)
• Development and enhancement of the foundations of Customer Conversation Portal models / engines to improve relevance of conversations and introduce “advanced” conversations in country.
• Customer Conversations Portal front-end design with user experience / visualization for both Relationship and Main market segments.
• Direct Product / Customer Engagement Campaigns based on contextual relevance, right time and right channel
• Introduction of Portfolio Management capabilities on portals
• Foundational commercialisation of developed insights & analytics.
• Leverage data and advanced analytics to inform proactive and reactive “protection / retention” strategies.
• Identify opportunities from prospective and existing customers (Switching, Cross-Sell, Up-Sell, and Right-Sell triggers / campaigns).
• Drive, track and report on adoption and provides feedback to relevant domain owners and capabilities.
• Tracks and monitors the client conversation portals in country in order to provide input and insights to shape personalisation for PPB Clients.
• Campaigns and Direct Engagements
• Develops strategy for targeted campaigns through identifying business opportunities and translating those into informing high-impact campaigns across all phases of the customer lifecycle.
• Designs and formulates a campaign management process (aligned to best practices framework) that is geared at achieving the strategic objectives as co-defined with countries and segments.
• Ensure that campaigns are designed in accordance with Personalisation principles and in alignment to customer outcomes expectations (i.e. Improvements in NPS, Reduced Opt Out Rates).
• Ensure that campaigns confirm to internal risk appetite standards and customer contact and consent strategy is in alignment to country regulations.
• Leverage appropriate technology to support the automatic execution of campaigns.

Campaigns and Direct Engagements

• Develops strategy for targeted campaigns through identifying business opportunities and translating those into informing high-impact campaigns across all phases of the customer lifecycle.
• Designs and formulates a campaign management process (aligned to best practices framework) that is geared at achieving the strategic objectives as co-defined with countries and segments.
• Ensure that campaigns are designed in accordance with Personalisation principles and in alignment to customer outcomes expectations (i.e. Improvements in NPS, Reduced Opt Out Rates).
• Ensure that campaigns confirm to internal risk appetite standards and customer contact and consent strategy is in alignment to country regulations.
• Leverage appropriate technology to support the automatic execution of campaigns

Financial Management

• Contributes to the financial outcomes required for Personalisation in line with PPB Clients requirements and in close collaboration with domain heads, Innovation and Platform enablers.
• Contributes to remedial actions in collaboration with country, other segment heads and Client Solutions.
• Provides input into financial and non-financial metrics (e.g. client attrition, profit growth and return on investment, etc.) for countries.

Risk, Reg, Prudential and Compliance

• Ensures that the country Personalisation capability is built within prudent market risk and conduct parameters.
• Accountable for risk management and adherence to all governance standards for the continued sustainability of the PPB Clients, country and segment.
• Executes appropriate recovery and resolution plans to protect segments client journeys’ data from any untoward event.
• Supports satisfactory audits and ensures that there are no repeat unsatisfactory findings as gauged by operational losses.
• Develops client risk appetite based on the defined framework, which is signed off by PPB Clients, Country in conjunction with Risk.
• Implements and monitors risk management across Personalisation capability (e.g., operational risk, credit risk, ecosystems risk and partner risk management).
• Follows the parameters of the key trade off decisions at client level (i.e. risk appetite, pricing etc.).

People Management:

• Sets the example in line with the Group’s leadership identity, core values and People Promise.
• Enables integrated ways of working and collaboration across the value chain to deliver for the client.
• Ensures alignment to the People and Culture standards with regards to all employee-related matters.
• Identifies current and potential employee skill requirements in consultation with the People and Culture function.

Qualifications, Skills and Experience:

Minimum Qualifications

• Type of Qualification: First Degree
• Field of Study: Mathematical Sciences
• Type of Qualification: Post Graduate
• Field of Study: Mathematical Sciences

Experience Required

• 5-7 years of proven experience in deep quantitative, analytics, and modelling environments with proven track record on delivering both customer and commercial outcomes.
• 3-4 years of proven track record in customer insights & analytics environment with end-to-end accountability on translating data into insights and translating the derived insights into actionable customer conversations delivering both customer and commercial outcomes
• Proven track record in a customer insights & analytics environment with experience in translating data into insights and translating the derived insights into actionable customer conversations delivering both customer and commercial outcomes.
• Proven track record in development and implementation of customer conversation portals.
• Proven track record in people management

Behavioral Competencies:

• Conveying Self-Confidence
• Developing Expertise
• Developing Strategies
• Directing People
• Embracing Change
• Empowering Individuals
• Establishing Rapport
• Generating Ideas
• Interacting with People
• Making Decisions
• Producing Output
• Team Working

Technical Competencies:

• Risk Reporting
• Risk Response Strategy
• Risk/ Reward Thinking
• Verbal Communication
• Write Effective Communications

How to Apply:
All candidates who wish to join the one of Africa’s biggest Banking Groups, Standard Bank in the aforementioned capacity are encouraged to Apply Online by visiting Link below.

Click Here

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