Location: Armenia, 0009, Yerevan Teryan St., 66 Building
Category:
Type: Full Time
Deadline: 4/4/2017 12:00:00 AM
Salary:
Description
HSBC Bank Armenia is looking for a CVM (Customer Value Management) Manager who will be responsible for the management of customer value management function within Retail Banking and Wealth Management Unit. The role has direct accountability for ensuring that the staff drives the customer's voice through the Organization to enhance the customer experience and support increased sales, retention and expansion of client relationships.
Responsibilities
- Manage products and services, including new products design, existing product reviews and regular reviews of product pricing;
- Manage customer propositions, undertake customer base reviews, segmentation and product penetration analyses;
- Arrange customer communications in cooperation with Marketing Department related to product campaigns, tariff reviews, terms and conditions changes;
- Implement and review processes impacting customer experience and relations, including regular sales quality monitoring, complaints analysis, process design reviews, customer satisfaction KPI monitoring, etc.;
- Execute consumer protection initiatives stipulated by HSBC Group and Central Bank of Armenia, ensuring compliance measures are effectively embedded;
- Manage and contribute to projects related to products and services, by undertaking gap analysis, providing business requirements, designing customer journey, etc.;
- Responsible for regular products and services related trainings provision to newly hired frontline staff, as well as trainings on new products and services for all frontline staff.
RequiredQualifications
- Knowledge of retail banking market backed by extensive practical experience in the field;
- At least 3 years of work experience in banking, desirably within product development, customer base management or customer experience functions;
- Working knowledge of regulatory environment where the Bank and retail banking in particular operate;
- Ability to develop and maintain good working relationships with cross-functional, cross-business and cross-country teams;
- Analytical thinking and ability to quickly comprehend and embed processes considering new and complex requirements;
- Quick learner to work under pressure;
- Sound organisational and time management skills with a strong focus on delivering results in a timely and quality manner;
- Ability to produce and interpret management information by providing business recommendations;
- Excellent written and verbal communication skills both in Armenian and English languages, as well as an ability to produce clear and structured procedures/ workflow diagrams in both languages;
- Excellent negotiation skills with an ability to build strong relationships with key stakeholders and influence senior management within businesses;
- Team-working and leadership skills are essential.
Benefits
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