Description

Business Function

DBS' Private Banking offers a one-stop, full-service touch-point for total banking requirements and provides the highest level of personalised banking. We have a team of dedicated, experienced investment advisors who identify opportunities in the various asset classes and employ the best strategies and product vehicles to cater to each client's needs. Coupled with partnerships within the DBS network and with global institutions, we strive to build long-term relationships with our Private Banking clients in Asia by providing them with high quality, timely and extensive wealth management, investment and financial solutions.

Taking part as a key team player of Client Experience & Management team under Strategic Business Planning department at DBS Private Bank, the candidate should adopt client centricity, agility and growth mindset to deepen client understanding, reduce toils and build a seamless and world-class client experience, sales campaigns and service journeys with DBS' value proposition.

The candidate will work along with the team to identify and strategize key levers of client engagement campaigns and internal workflow with the purposes of data-driven and efficient client journeys, from ideation to delivery, that achieving strategic objectives and ensuring alignment of initiatives with the private bank business priorities for business success.

Responsibilities

Projects & Tactical Campaigns Management:

• Contribute significantly to the overall strategic segmentation and tactical campaign planning process for DBS Private Bank (PB) and DBS Treasures Private Client (TPC), specifically focusing on customer engagement, acquisition, and retention initiatives.
• Lead or actively participate in cross-functional projects related to segmentation, identify growth opportunities, cross-selling potential, and up-selling strategies and gifting programs, ensuring timely and successful delivery.
• Work closely with Senior Market Heads, Product teams, Data Chapter, Marketing and Relationship Managers to ensure seamless campaign alignment, effective communication, and successful execution.
• Prepare and deliver compelling presentations and reports for senior management, detailing strategic initiatives, performance outcomes, campaign budgets and timelines efficiently.
• Rigorously track and analyze campaign performance, providing comprehensive reports, insights, and recommendations for continuous optimization and improved ROI.

Gifting Strategy & Program Management:

• Optimize strategic gifting programs aligned with client segmentation and overall client engagement objectives.
• Identify appropriate gifting opportunities and curate thoughtful, impactful gifts that enhance client relationships and loyalty.
• Establish guidelines and processes for gift selection, procurement, distribution, and tracking, ensuring compliance with internal policies and regulatory requirements.
• Collaborate with Relationship Managers and other relevant teams to ensure gifting initiatives are integrated into the client engagement strategy.
• Monitor and evaluate the effectiveness of gifting programs, providing recommendations for optimization based on client feedback and business impact.

Farming Customer Experience Strategy

• Drive and orchestrate the right CX measurement, governance, and accountability with standards, clear accountability, and timely execution of customer experience initiatives across all touchpoints.
• Manage and implement the customer centric initiatives and promote RED and PRIDE culture through communication, campaigns, recognition, and training.
• Facilitate the end-to-end customer surveys from objective setting, questions design, fieldwork implementation and draw insights from customer voice that lead to actionable improvement

Stakeholder Management & Collaboration:

• Collaborate with a wide range of stakeholders across the Bank on different client service journey and engagement projects.
• Act as a key liaison and effective communicator between various internal departments, including Relationship Managers, Product teams, Marketing, Data Analytics, and Operation Teams.

Requirements

• Degree holder preferably in Business, Finance, Accounting, Economics or related disciplines
• At least 8 years of relevant experience and strong track record of wealth propositions, segment marketing or segments strategy in financial services, management consulting, or related industry. Experience in driving customer experience initiative is a plus.
• Obsessed with customer insights and analytics and can think big strategic picture, with strong storytelling and influencing skillset to embed customer centricity across the enterprise
• Proven track record of developing or supporting campaigns that reinforce brand values from conception to completion, adhering to timelines and budgets
• Capacity to think strategically, plan, and implement tactical execution against business challenges
• Highly organized team player with excellent communications and interpersonal skills with front offices, across x-functional teams, across internal & external, local & regional key stakeholders
• Client centric with strong analytical power, problem identification, solution design, and iterative optimization skills. Result-driven and agile to business change
• Excellent communication and presentation skills to influence stakeholders
• Fluent in spoken and written English and Chinese (Cantonese and Mandarin)
• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements.

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

We regret only shortlisted candidates will be notified.

Location:
The Center

Job:
COO Office/Business Mgt & Support

Schedule:
Regular

Employee Status:
Full time