Director of High-Net-Worth Individual (HNWI) Customer Center

Job Description

1. High-Net-Worth Individual (HNWI) Customer Portfolio Management

• Build and develop portfolio strategies: Establish growth, maintenance, and value optimization strategies for the high-net-worth individual customer portfolio (HNWI/Affluent), including goals for customer quantity growth, portfolio structure, and profitability.

• Analyze and forecast: Analyze customer data and behavior to identify trends, latent needs, and target customer segments. Forecast portfolio development potential.

• Design and optimize products/services: Coordinate with relevant departments (Products, Retail Banking Services, Investment, Insurance) to design, customize, and upgrade specialized financial/non-financial product packages and services suitable for each high-net-worth customer segment.

• Manage Customer Lifetime Value (CLV): Develop engagement, maintenance, and relationship-building programs with customers, ensuring the highest level of satisfaction and loyalty.

2. Customer Experience (CX)

• Design experience journeys: Build and optimize the entire customer experience journey of high-net-worth individual customers across all touchpoints (Omnichannel), from approach, account opening, transactions, advice, to support and complaint resolution.

• Research and understand customers: Lead market research activities, customer surveys, and feedback analysis to deeply understand the needs, desires, and "pain points" of high-net-worth customers.

• Propose and implement CX improvements: Propose initiatives and solutions to continuously improve service quality and enhance customer experience, ensuring consistency and excellence.

• Build and manage service standards: Develop high-net-worth customer service standards, exclusive care processes, and monitor compliance with these standards across the system.

3. Policy & Incentive Development

• Build policy frameworks: Propose, build, and manage policies, regulations, and incentive programs, exclusive privileges for high-net-worth individual customers, including pricing policies, fees, interest rates, gifts, exclusive events, etc.

• Evaluate policy effectiveness: Measure and evaluate the effectiveness of issued policies, thereby making appropriate adjustments to maximize benefits for both the bank and customers.

• Ensure compliance: Ensure that all policies and activities comply with legal regulations and internal bank regulations.

4. Team Leadership & Management

• Build and develop a team: Manage, recruit, train, and develop a team of experts/specialists at the Center, ensuring that employees have sufficient capacity and knowledge to perform their tasks well.

• Assign and supervise: Assign tasks, monitor performance, and provide regular evaluation and feedback to optimize team efficiency.

• Develop a culture: Build a professional, dynamic, creative, and customer-centric work environment.