AVP, Client Experience and Management, Private Banking

Job Description - AVP, Client Experience and Management, Private Banking P) Job Description AVP, Client Experience and Management, Private Banking - ( P ) 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 Team Lead 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 Framing Client Service Journey: Scope and facilitate the end‑to‑end customer surveys from objective setting, questions design, fieldwork implementation and draw insights from customer voice that lead to actionable improvements Engage in Managing-through-Journey (“MtJ”) initiative to process strategic discussion, identify and prioritises high impact areas with business units and squads for journey enhancement and experience improvement Drive execution and delivery of projected outcomes for Customer Journey initiatives with cross functional units through proactive follow up and governance Promote RED cultures with identified initiatives to uplift service standard across Private Bank Facilitate Close‑Loop‑Feedback (“CLF”) to follow‑up on negative verbatim and respond to persistent pain points Drive, revamp and optimise sales campaigns and client privilege delights program (such as client acquisition, member‑get‑member referrals, investment and funding transfer‑in), develop data‑driven insights and recommendations through journey thinking and analysis of customer, product, and market trends to identify opportunities. Execute end‑to‑end marketing tactics and campaigns, include but not limited to Wealth Continuum, service journeys from account opening and asset fund‑in, from planning, implementation content development to fulfillment and deliverables optimisation that to help defining strategies for client proposition and engagement journey. Conduct periodic reviews with leads for progress tracking, issues resolution and risk mitigation of ongoing projects and production applications or systems. Oversee A&P marketing expense, business and budget planning. Engaging in Stakeholder Management: Articulate project and campaign details through briefing session to the relevant stakeholders, include but not limited to Relationship Managers, assistants, market coordinators and such. Collaborate cross‑functionally to conceptualise and operationalise strategic initiatives, translating strategies into actionable roadmaps and platform for our private banking clients Co‑ordinate across both agencies and internal stakeholders, including working with internal key product managers, legal and compliance, business analytics and other marketing functions for campaign moderation and execution. Requirements At least 8 years of relevant experience in banking industry, preferably in marketing or segments strategy Experience and knowledge of wealth propositions, segment marketing with focus on client segment management. Strong analytical skills with ability to synthesize data to derive meaningful insights. Proven track record of managing projects from conception to completion, adhering to timelines and budgets. Highly organised 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 optimisation skills. Result‑driven and agile to business change. Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements. Excellent communication and presentation skills to influence stakeholders at all levels Fluent in spoken and written English and Chinese (Cantonese and Mandarin). Bachelor’s degree holder 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. Primary Location Hong Kong-One Island East Job Posting Mar 4, 2025, 10:51:04 AM #J-18808-Ljbffr