Head, Client Coverage

To develop customized client experience strategies across all Bank customer touch points, for the overall channels’ strategic initiatives that will be aligned to the Bank’s strategy on multi-channel framework and integration of the channels (Branch distribution, Voice branch and Agent Banking); including driving strategic direction and growth, profitability and performance.

• Develop sales strategies for the channels in line with the Segment’s Customer Value Proposition and Sales Strategy.
• Drive focus on self-service electronic channels and initiatives that ensure reduced cost of service and optimal customer convenience.
• Analyze needs and challenges of diverse sales, service and operational groups to ensure that focus is targeted on those activities that drive the most fundamental change and that align to key strategic and tactical changes led by other business units.
• Assess existing process tools against changing business needs; in order to identify gaps and act as the business approval point for day-to-day process issues and clarify operating model and accountabilities with business heads.
• Contribute to the ongoing development and maintenance of the Control Framework, establishing standards and controls and maintaining product governance and policies to ensure regulatory requirements are met and to optimize and sustain the distribution channel operations and achieve business objectives.