Head: Client Value Proposition

Job Classification

REQ: 124358 - Refilwe Falatsi
Division: Wealth Management SA - Client Enablement
Closing Date: 30 March 2023
Employment Equity Statement: Preference will be given to individuals from underrepresented groups.
Location: Preference, 135 Rivonia Campus - Sandton

Job Family

Project, Process and Product

Career Stream

Product

Leadership Pipeline

Manage Self: Professional

FAIS Affected

Job Purpose

The Head of CVP for Wealth Management SA (WMSA) is responsible for leading the development and execution of client-centric value propositions across the business for banking, financial advice, fiduciary and wealth management. This position requires a strategic thinker with deep knowledge of the industry, client needs, and market trends, as well as strong leadership and communication skills. The successful candidate will be accountable for driving growth, client engagement, and market differentiation through the development and implementation of compelling value propositions.

Job Responsibilities

CVP Design, Development and Implementation: Develop and execute client value propositions that differentiate the business in the market and drive revenue growth. Collaborate with various stakeholders, including Segment Heads, Relationship Managers, Product Managers, Marketing and Analytics teams to identify client needs and market trends, and to design and launch value propositions that resonate with clients. Lead cross-functional teams to ensure successful implementation of value propositions, from ideation to launch, including managing project timelines and budgets. Conduct market research and analysis to identify gaps and opportunities and develop solutions that address client needs and enhance the overall client experience. Drive continuous improvement of value propositions through analysis of client feedback, market trends, and competitor activities. Develop and maintain a deep understanding of the competitive landscape and emerging industry trends, and use that knowledge to inform the development of value propositions. Provide thought leadership on CVP within the business and industry through internal and external communications. Responsible for all business case development, lobbying and sign-off by the WMSA Divisional committee for all new CVPs. Ensure alignment with the segment heads to ensure proposition design and development is fit for purpose for all the relevant segments in WMSA. Co-ordinate implementation of the CVP from end to end generating concise business plans in support of the CVPs. Influence key stakeholders in WMSA, Wealth Cluster and across RBB to obtain buy-in concepts and ideas. Determine the mix of solutions (product, services, or value adds) to be applied in holistically meeting the clients' needs in consultation with internal stakeholders and or through external partnerships and opportunities. As head of CVP WMSA, you would need to seek opportunities to improve business process and systems by identifying and recommending effective ways to drive upsell and cross sell into Nedbank Group for all CVP offerings. Co-ordinate the go-to-market strategy and launch of CVPs and offers with the WMSA marketing team. Ensure that the adoption of the CVPs are tracker and monitored and provides feedback to various stakeholders.
Research and Insights: Ensure market leading CVPs based on client needs, behaviour, and potential to optimize both client value proposition and client experience across our target segments and population groups. Monitor, analyze and articulate in detail competitor activity (including commercialization aspects) and emerging market trends to inform the CVPs and ensure the designs remain competitive commercially viable and up to date. Leverage analytics, MI & client research feedback to build a fact-based understanding of client needs and use these insights to support or disprove particular areas of prioritization, focus and courses of action. Monitor and provide feedback to enhance client value propositions.
Client Experience improvement: Drive and entrench a consistent client experience through all engagement platforms for advice and philanthropy clients. Provide support to identify Client Experience improvements and propose fixes to current pain points with the relevant stakeholders. Take ownership for designing the client journey mapping process with Client Experience teams and/or relevant specialists to understand current and future of your CVP. Ensure continuous improvement of the CVP through regular research and surveys - both internally and externally. Assist in complaints root cause analysis. Drive CX improvement initiatives for all CVP offerings.

People Specification

Strong leadership and communication skills, with the ability to lead cross-functional teams and communicate complex ideas to both technical and non-technical audiences
Proven ability to work collaboratively and build strong relationships with internal and external stakeholders
Excellent analytical and problem-solving skills, with the ability to translate data into actionable insights

Essential Qualifications - NQF Level

Matric / Grade 12 / National Senior Certificate
Advanced Diplomas/National 1st Degrees

Preferred Qualification

Postgraduate degree / MBA
5 years' experience in marketing / product / project management, digital marketing experience is preferred.

Essential Certifications

Preferred Certifications

Minimum Experience Level

8 - 10 years' experience in Wealth (HNW and UHNW segment) developing, designing and enabling client value propositions in banking and wealth management with a deep understanding of client needs, market trends, and regulatory environment.
3 - 5 years' experience in roles within market insights, consumer research or product management.
Strong project management skills, with the ability to manage multiple projects and priorities in a fast-paced, dynamic environment.
Demonstrate commercial thinking and acumen.
Financial Services Industry experience.

Technical / Professional Knowledge