Value Proposition 
•    Implementation and constant reviewing of Private banking value proposition which includes manging the physical suite, recruiting the right calibre of staff, the correct structuring of resources within the suite, implementing the outlined Private Banking processes, selling the correct products to customers and offering superior service to private banking clients. 
•    Be the point of reference in Bank Windhoek for Private Banking, informing, advising, liaising and communicating with relevant stakeholders to implement the Private Banking value proposition. 
•    Take decisions to influence and shape operations based on segment/value proposition value drivers. 
•    Establish, monitor and manage service level agreements, service standards and turnaround times for the country in line with the Private Banking value proposition. 
•    Continually assess the value proposition by understanding the unique needs of Private Banking customers in country, developing an extensive knowledge of competitor offerings and service propositions and keeping abreast of changing market dynamics. 
 
Market Segment Insight 
•    Deep knowledge of the high net-worth market, competitors’ offering and insight into the market specific opportunities and challenges for the Private Banking business. 
•    Have full accountability and for identifying, quantifying, and highlighting broader trends in the operating and competitor environment including broader Macro Economic factors impacting on the Private Banking business. 
•    Develop and implement appropriate action plans to increase market share and revenue to desired level. 
•    Formulate, drive, measure and manage the sales performance strategy for Private Banking. 
•    Lead projects relating to the offering of a superior Private Banking offering in the market. 
•    Influence sales and service target setting, financial budgets, marketing spend and sponsorships as it relates to Private Banking. 
•    Ultimately responsible for ensuring a consistent and superior customer experience that is a key differentiator and competitive advantage. 
•    Monitor and identify complaint/ query trends and develop action plans to address service gaps. 
•    Accountable for all Service Measures and Survey interventions, including the management of the process and results. 
•    Thorough understanding of the Private Banking landscape in the country, including but not limited to the market size, market growth, market shares, market potential for Bank Windhoek, customer profiles and customer profitability. 
•    Proactively assess market trends, attitudes and aspirations in an effort to anticipate changes and continue to offer appropriate and competitive solutions to a discerning customer base.  
•    Develop, enhance and analyse MIS platforms to inform planning and performance management processes. 
 
Overseeing of execution 
•    Ensure that the Private Banking value proposition is clearly communicated to all stakeholders and that clients receive an efficient and superior service offering through effective implementation. 
•    Drive the implementation of the Private Banking value proposition through direct and indirect teams. 
•    Arbitrate across stakeholders without compromising the essence of the value proposition. 
•    Oversee the adoption and delivery of the value proposition within the Private Banking Suite. 
•    Ensure that all principles stipulated in the value proposition are met and adhered to consistently. Ensure the ongoing alignment of the value proposition across the country. 
•    Initiate and manage customer migrations from the Branch to the Suite and the Private Banking offering. 
•    Guide and influence the structuring of Private Banker portfolios in line with optimal coverage model. 
•    Act as change agent by facilitating the alignment of operational systems and processes to support change. Communicate change and motivate others to take action supporting the change. Recognise and reward change efforts. 
•    Ensure local regulatory requirements and Group Standards of compliance are adhered to. 

Suite management 
•    Monitor levels of referrals from existing clients to maintain positive ‘word of mouth’ lead generation.   
•    Identify and minimise all operational risks. 
•    Ownership and control of credit processes by reducing the number of excesses, overdrawn accounts,  overdue reviews and managing of collateral processes and credit risk exceptions. 
•    Align the Private Banking objectives with the broader CIH Group Strategic objectives. 
•    Provide direction & clarity to the team to enable each team member to deliver on the business objectives. 
•    Plan, initiate and drive sales tactics and activities to meet and exceed annual sales targets. 
•    Implement action plans to meet targets set for incentive campaigns. 
•    Network across the broader stakeholder Group to leverage and identify business opportunities. Create mutually beneficial relationships to heighten reciprocity. 
•    Effectively and timeously attend to customer queries, complaints and escalations.   
•    Ensure that the Suite is providing a consistently superior level of customer service through Private Bankers.   
•    Conduct joint client visits with Private Bankers to assess customer engagement levels and provide coaching. 
•    Ensure adequate levels of product knowledge, credit skills, sales and service skills, etc. within the Suite and arrange formal training where gaps have been identified. Create a culture to share best practises.  
 
 KEY SUCCESS INDICATORS 

•    Effective implementation and managing of the private banking value proposition resulting in increased customer acquisition, cross-selling and increased profitability. 
•    High customer profitability and high cross-selling ratios. 
•    High Balance Sheet growth (total advances and resources). 
•    Improved recovery of NII and fees & commissions whilst effectively managing operational expenses and costs. 
•    Increased market share. 
•    Achievement of sales incentives. 
•    Retention and development of key staff members. 
•    High performing suite- referrals of new clients from existing clients. 

 

KEY PERFORMANCE MEASURES 
•    Financial results as they relate to sales targets, revenue growth targets, customer and account retention, customer profitability and customer product usage. 
•    Customer satisfaction measurement. 
•    Credit quality, measured in terms of percentage NPLs, percentage of unlimited and overdrawn accounts. 
•    Compliance and audit report ratings. 
•    Feedback from internal stakeholders (360 feedback). 

 

STAKEHOLDER RELATIONSHIPS 
•    Strong relationship with EMT to support Private Banking initiatives and focus efforts. 
•    Build good working relationships with all support units to implement the Private Banking value proposition, e.g. Credit, VAF, Home Loans, etc. 
•    Strong relationships with Corporate, Business and Workplace Banking colleagues to leverage growth and customer retention. 
•    Network with industry colleagues to share best practices/ learning’s and ensure consistency across the continent. 
•    Strong relationships with Branch network, specifically Branch and Regional management, who interact with Private Banking clients. 
•    Negotiate & collaborate with multiple stakeholders to deliver superior customer solutions. 

PROBLEM SOLVING 
•    Frame and simplify complex problems in a clear and useful manner to provide alternative insights into issues in order to inform decision making. 
•    Understand and take cognisance of the interdependencies between people, systems, business and operational risks, as well as products and pricing to implement feasible operating strategies and tactics to increase profitability. 
•    Actively shape and influence the environment to support business goals. 
•    Manage competing and sometimes conflicting interests in order to achieve operational effectiveness, efficiency and profitability.  

 

PLANNING 
•    Planning capabilities involve establishing and implementing operational management targets, platforms and best practices for the Group that will improve operating practices and performance in both the immediate and distant future.  
•    Support the Group in harnessing intellectual capital and operational systems to achieve the successful delivery of strategic business objectives. 
•    Forecast and plan up to a 3 year horizon (short to medium term planning). 
•    Prioritise in the context of the vision and strategy. 
•    Provide staff and colleagues with ongoing information on the goals for Private Banking. 

 

DECISION MAKING 
•    Holistically assess the impact of events on the vision and strategy. 
•    Make prompt, reasoned and effective decisions. 
•    Take calculated risks. Make appropriate trade-offs to achieve stated business goals. 
•    Apply own initiative and, where appropriate, refer decisions to the correct entity or person. 
•    Take accountability for own decisions. 
•    Use MIS and create appropriate governance to drive decisions.