Managing Executive: Strategy and Customer Value Management - Johannesburg at Absa South Africa

Job Summary

The Product Solutions Cluster strategy is built on clear product differentiation integrated into the key moments of our customers lives. To unlock our strategic aspirations, we are investing in a Customer Value Management capability that will:

• develop strategies to improve customer experience and increase franchise value within PSC,
• drive integration between the business units and the rest of the Group,
• align brand and marketing resources to achieve the business strategies, and
• monitor and enhance customer satisfaction in comparison to the competitors.

This role is also accountable for enabling horizontal alignment, implementation, and adoption of Product Solutions Cluster Strategy with a focus on customer value management throughout by providing complex advise in facilitating long term strategy development.
Job Description

Provide strategic leadership 

• Stay abreast of industry trends and role players and ensure that PSC is well positioned to provide competitive and industry leading services.
• Identify strategic role players and stakeholders and engage all stakeholders, role players and industry forums to understand changes to strategy, regulations, and markets.
• Set and communicate a long-term strategy that clearly articulates strategic targets and metrics to align the delivery of agreed strategy against the PSC strategic objectives and targets and shareholder expectations.
• Drive the development and tracking of tactical plans and scoreboards and take corrective actions where required.
• Orchestrate the necessary process to facilitate regular strategic alignment between Group, PSC underlying businesses and cascaded to the individual businesses.

Strategy Development and Alignment 

• Accountable to align business unit functional models, strategies, and plans with overall PSC strategy as a base to develop a Product Solutions Cluster go to market strategy.
• Translates broad PSC strategy to drive the alignment of and integration of strategy across the value chain.
• Provide business insights based on market trends, competitor offerings and global best practices as it relates to Customers, Products and Channels.
• Define value achievement metrics to ensure customer retention and repeat business.
• Drives strategic reporting requirements.

Customer Value Management

• Sets and oversees the execution of business CVM strategy, with enablement capability across the Business Unit.
• Performs customer measurement as a service across Relationship Banking, Everyday Banking and align with PSC customer value management strategy.
• Provide advanced analytics as a community of practice across Product Solutions Cluster and in collaboration with counterparts in RB, EB, and CIB.
• Act as overall custodianship of social media, responsibility to drive up engagement across PSC. Ownership of tools on tracking of channel performance (tagging, analysis) in PSC.
• Builds and sustains a culture that aligns to PSC’s aspirational colleague experience to deliver the target customer experience and financial performance.
•  Define CVM projects and track and manage churn process, understand trends and dynamics.
• Provides input into overall customer experience.

Marketing and Brand

• Focuses on overall Brand Health, marketing strategy, design and execution in alignment Group Marketing and Communication.

People Management

• Accountable for enabling people and culture aligned to brand value.
• Determine and analyse attestation, training, and development needs for direct reports, ensure that these requirements are met.
• Act as second level escalation point for all grievances raised in the functional area.
• Ensure that all poor performance is addressed, and that reward and recognition is appropriately managed for all employees within the team.

Stakeholder Engagement

• Contribute as a key PSC Exco member to the overall PSC agenda internally and with external stakeholders, ensuring that the PSC agenda is appropriately managed and reported to all requisite stakeholders, in particular the Group Exco, Group Board, Group SEC, AFS Board, AFS SEC amongst other governance forums and where appropriate Prudential Authority and / or Financial Standards Conduct Authority.
• Partner with executive bodies (EXCOs, Product owners and strategy functions) internally within the broader PSC and across the broader enterprise to align on strategic objectives. 
• Translate objectives into delivery pipeline requirements to ensure insights are appropriate and that adequate business ownership and buy-in is created to realize overall PSC strategy.
• Provide leadership in engagements with regulatory bodies and represent PSC in key industry associations and forums where applicable.

Competencies: Technical 

• Customer Experience Management - Develop and implement a cohesive end-to-end customer journey and experience to engage a population of customers with changing profiles, demands and buying patterns.
• Customer Experience: Service Champion - Champion and role model the organization's service vision, mission and values.
• Customer Service Innovation Management - Identify elements that form customer expectations and develop new methods to design, innovate and achieve desirable levels of customer experience.
• Strategy Development - Define, evaluate, assess, influence or redirect strategy at all levels.

Competencies: Behavioural  

• Business Acumen - Seizing entrepreneurial and commercial opportunities.
• Collaboration - Building corporate citizenship.
• Communication - Presents in an easy to understand and memorable fashion.
• Critical Thinking - Place problems in wider context.
• Decision Making - Stands by decisions and actions
• Delivering Results - Champions customer centricity.
• Leadership - Defines standards of behaviour.
• Strategic Thinking - Translates strategic direction into plans and objectives.

Education and experience required 

• Minimum B-degree (NQF level 7)
• Desired Post Graduate Degree (NQF level .8+)
• 10+ years (Technical/Managerial) experience.

 Knowledge and skills:  

• Senior leadership experience in Financial Services.
• Superior understanding of Strategy and Customer Value Management.
• Strategic planning and execution.
• Customer Service Management.

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)