AVP, Customer Segments Management

OCBC Bank (Hong Kong) Limited; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Learning & development

Team culture

Job summary

OCBC Bank (Hong Kong) Limited in Hong Kong invites you to join our Consumer Financial Services unit as a Senior Customer Segment Manager. You will help develop affluent customer propositions and lead data-led marketing initiatives to drive growth.

We value analytical thinkers with stakeholder influence, experience in affluent or consumer banking, and a passion for delivering exceptional customer experiences.

Qualifications

• 5-10 years’ experience in customer segment management and marketing.
• Deep understanding of customer experience, journey mapping, and design thinking.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills with ability to influence stakeholders.

Responsibilities

• Drive affluent segment growth through differentiated customer propositions and data-led marketing strategies.
• Lead customer proposition development, marketing campaigns, and digital transformation initiatives.
• Collaborate with business, product and Group related stakeholders to deliver best-in-class value propositions.
• Deepen customer relationships through wealth deepening, partnerships, and client engagement campaigns.
• Monitor sales performance and coordinate with Sales Distribution to identify gaps and deploy training plans.
• Ensure all programmes comply with Group, regulatory, legal, risk, and control standards.

Skills

Analytical skills

Communication skills

Stakeholder management

Education

Bachelor's degree in business/finance

Job description

WHO WE ARE:

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here.

Purpose of the role:

Reporting to Customer Segment Management head under Consumer Financial Services Division, the role helps manage customer proposition development of Personal Banking and Premier Banking. The incumbent will conduct target customer and market studies, and develop best-in-class propositions that cater to different segment needs and that meet the Bank’s strategic directives. He/she will also design marketing campaigns that can help grow target customer and revenue growth. The person is responsible for meeting customer and revenue targets under the annual operating plan. Most imperatively, all programs should comply with Group and regulatory requirements, ensuring satisfactory audit results.

What you will be doing:

Drive affluent segment (Premier Banking and Premier Private Client) growth through differentiated customer propositions and data-led marketing strategies. Lead customer proposition development, marketing campaigns, and digital transformation initiatives to enhance segment competitiveness. Collaborate with business, product and Group related stakeholders to deliver best-in-class value propositions. Deepen customer relationships through wealth deepening, strategic partnerships (concierge, lifestyle), portfolio growth and client engagement campaigns. Formulate customer lifecycle strategies to support portfolio growth, including upgrades from Premier Banking to Premier Private Client. Conduct market studies, competitor analysis, focus groups, customer surveys, and portfolio performance reviews to generate actionable insights. Monitor sales performance and coordinate with Sales Distribution in identifying performance gaps and deploying relevant training / action plans. Ensure all programmes and initiatives comply with Group, regulatory, legal, risk, and control standards.

Who are we looking for:

Bachelor's degree in business administration, Management, Marketing, banking or finance related field. 5-10 years’ experience in customer segment management, (affluent is preferred) Marketing, Digital, Consumer Products, etc. Deep understanding of customer experience principles, customer journey mapping, and customer-centric design thinking methodologies. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders to champion customer-centric initiatives. Passion for delivering exceptional customer experiences and a customer-first mindset. Knowledge of regulatory compliance requirements in the banking industry is highly desirable. #LI-SL1

What we offer:

• Competitive base salary.
• A suite of holistic, flexible benefits to suit every lifestyle.
• Community initiatives.
• Industry-leading learning and professional development opportunities.
• Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.
• Let’s build the bank we need for the future we want.
• Find the best version of yourself in a friendly, supportive team.
• Build lasting value in your community.
• Help people grow their assets, business, and investments.
• Take your learning as far as you can.
• Or simply enjoy a vibrant, future-ready career.
• Your Opportunity Starts Here

As the longest established Singapore bank, formed in 1932 from the merger of three local banks, we have grown from strength to strength to become a regional financial services group. With a deep history in Asia, we offer the most comprehensive coverage across ASEAN and Greater China, complemented with a presence in the leading economies of New York, London and Sydney. We are the second largest financial services group in Southeast Asia by assets with one of the world’s highest credit rating (Aa1 by Moody’s and AA- by both Fitch and S&P). We offer private banking services through our wholly-owned subsidiary, Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals. Our insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia.