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Leads and drives a customer focused culture throughout the team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
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Creates a seamless, omnichannel experience for customers. Develops a global multichannel strategy, encompassing branches, virtual branches, digital platforms, ATMs, and third-party sales force.
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Optimizes distribution channels to ensure accessibility, convenience, efficiency and sales and service model consistency among channels, along with the best sales and service practices in customer interactions.
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Designs and oversees the distribution channels network strategy and model used for retail banking sales and services globally.
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Implements standardized distribution practices, platforms, technologies, and infrastructure to support seamless customer access.
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Optimizes channel performance and customer journeys through global data analytics and insights.
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Defines and monitors sales and service model to ensure a consistent orchestration of branch / non-branch behaviours, performance, and roles.
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Implements developed strategies together with Client Segment and Value Proposition areas, ensuring that they are aligned with market needs and with IB Retail goals.
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Creates strategies to improve productivity and efficiency, optimizing sales and operational efficiency.
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Directs day-to-day activities in a manner consistent with the Bank's risk culture and the relevant risk appetite statement and limits. Communicates the Bank's risk culture and risk appetite statement throughout their teams.
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Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
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Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment, communicating vison/values/business strategy and managing succession and development planning for the team.
