Senior Client Outreach Campaign Manager

We are currently looking for a professional to drive and execute projects to support client outreach for legal and regulatory initiatives. The incumbent will be responsible for planning and managing client outreach campaigns within a centralized client outreach capability for the CCIB businesses.

• Collaborate with key stakeholders to manage the end-to-end execution of Client Outreach Campaigns. This includes scoping, planning, sign-off, execution and follow-up activities at a campaign level.
• Lead Campaign Working Groups and/or stakeholder engagement to ensure that execution is completed to plan and in line with SCB’s outreach process and compliance standards.
• Partner with Data Teams to define scoping rules and analyse and segment systems extracts to create and validate campaign lead lists.
• Partner with Marketing and the relevant Business Team/s to schedule and manage the execution of campaign communications and response management strategies.
• Assess the Frontline and Client impact of campaign activities. Design and execute frontline briefing strategies to build staff awareness pre-campaign go-live.
• Lead through example and build the appropriate culture and values, embedding a high level of team engagement.
• Ensure that the execution of Client Outreach campaigns satisfies audit requirements.
• Responsible for delivering effective governance in compliance with applicable internal policies and external laws and regulations, overseeing changes in business controls as required.
• Display exemplary conduct and live by the Group’s Values and Code of Conduct.

Campaign Management:
• Manage and support the execution of Client Outreach initiatives.
• Ensure that Outreach execution and planning aligns with the BAU Outreach process standards and that all campaign documentation and quality standards are met.
• Complete customer segmentation activities and validate the accuracy of campaign data sets.
• Continuously review and resolve the risks arising from policy, process, system and procedures to meet the required regulatory and internal standards.
• Consistently document all key campaign elements (process, stakeholder management and data) to provide full transparency for other campaign managers and reduce key man risk.
• Manage the storage of evidence of the outreach execution so that it is available for audit and regulatory reporting as needed.

Continuous Improvement Initiatives:
• Proactively identify and embed efficiency improvements in the BAU Client Outreach process.
• Provide SME input to optimise Client Outreach technology solution/s and the future-state Target Operating Model to meet customer requirements (internal and external).
• Identify and roll-out tactical improvements to the Client Outreach process and operating model to drive greater efficiency and campaign optimisation.
• Identify opportunities and adopt new practices to improve the operating rhythm of the Client Outreach Team and drive execution efficiency and knowledge sharing.

Key stakeholders:
Compliance, Business/Project Teams, Markets.

• Experience with Client Outreach / Marketing / Campaign Management and Frontline engagement activities.
• Skills in conceptual and quantitative problem-solving.
• Knowledge of all segments of the business with a broad understanding of the CCIB business. Regulatory Compliance experience is also desired but not essential.
• Excellent stakeholder management skills, including the ability to collaborate with varied stakeholder groups to devise and execute on outreach plans with minimal supervision.
• Ability to liaise independently across a wide variety of businesses, operational, project, marketing & compliance teams, to achieve defined outcomes.
• Ability to manage campaign execution and to follow through on execution and closure requirements.
• Experience with analysing, segmenting and validating large data sets.
• Experience with process improvement/continuous improvement, including an ability to analyse campaign results, identify opportunities and embed those learnings to optimise future outreach activity.
• Excellent professional skills, communication (including verbal and written) skills.
• Ability to multi-task with limited supervision in a fast-paced environment.
• Collaborative, Team player, with a very strong willingness to share and impart knowledge.
• Highly Competent in MS Word, Power Point, and Excel.
• Ability to learn new concepts and initiate suggestions to improve existing practices.
• Direct Marketing experience is also desired but not essential.

• Masters/Graduate degree preferred

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do.
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well.
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term.

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits.
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.