Job Title Department Business Location Reporting to Position(s) available Band

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SVP Advance CVM RBWM Mumbai Head, CVM 1 4

BRIEF OF DEPARTMENT The Customer Value Management team owns proposition goals in Country with accountability for P&L targets, manages above and below the line initiatives and executes global campaigns. It ensures all customer solutions/offers are consistent with the product mix and proposition with complete alignment to Group strategy. The CVM team is also accountable for the resolution of high level customer complaints. JOB DESCRIPTION The role holder has direct accountability for the Advance proposition and the CEP (Corporate Employee Programme) offering. Working with Group, Region and the Country Distribution teams, the role holder is responsible for supporting increased sales, retention and expansion of client relationships. The role holder owns proposition goals with accountability for P&L targets, manages Advance and CEP local initiatives and executes Country campaigns as defined by Group. The key deliverables from the role are: Deliver Advance goals including Advance P&L; design and deliver strategy for under-served markets and Mass segments Deliver the Corporate Employee Programme strategy, which is the biggest source of Advance customers. Implement Group Advance proposition; Deliver a truly differentiated customer proposition. Oversee the identification of opportunities to acquire and grow customer relationships and increase their profitability through improved targeting, best-in-class product/services, motivated sales force, and appropriate channel strategies Develop an expert knowledge of customer base, market trends, and competitor activities in order to manage strategic direction.

SKILLS / EXPERIENCE REQUIRED Strong managerial, planning, analytical, communications, decision-making, lateral thinking, influencing, interpersonal and project management skills; strong consultative and problemsolving skills as the role is an internal consulting type of role Thorough understanding of customer segmentation and management techniques, as well as the businesses and products supported and the regulations impacting them Proven track record of communicating effectively within the organization and with customer groups. Ability to work in a team-oriented environment and effectively influence and communicate across various business lines at senior levels within the organization. Knowledge of the organization and its products, processes and pertinent regulations affecting their delivery. Strong knowledge of the customer service concept and its impact on customer relationships. Strong ability to credibly interact with senior management.

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