Job Title:	Customer Insight Strategy Manager
Reference:	00017695
Salary:	£Competitive
Location(s):	Edinburgh
Industry(s):	Banking
Advertiser:	The Royal Bank of Scotland
Employment Type:	Permanent
Posted:	04-03-2010

Description:

Customer Insight Strategy Manager

Customer insight strategy is a key focus of The Royal Bank of Scotland, and Problem Debt Management is no different. Customer view is something that has been used for many years however, with rapid changes in the Social, Economic, and Regulatory environments, it is critical to continually challenge our customer strategies. This is a key member of the Problem Debt Management (PDM) team whose influence will span a wide stakeholder group.

Job Description

The primary purpose of this role is to derive strategies that mitigate credit loss, and optimise the P&L impairment charge across UK Retail by taking appropriate action on the pre-delinquency, collections and recoveries portfolios whilst delivering our customer promise of being a ‘helpful bank’. The role is a key influencer and facilitator of change within a Credit Risk Team which has a mix of business and technical experts working on a wide range of activities including; financial and capital management, collections and recoveries strategy and policy setting, stress testing and forecasting.

Responsibilities

• Definition and optimisation of Retail Banking Problem Debt Management strategies ensuring they are aligned with the Retail Banking strategic direction of being a Helpful Bank • Influence and support Business Services to deliver customer focussed strategies in an effective manner that is also aligned with their Effectiveness and Lean Strategies
• Lead the identification of opportunities, develop and deliver strategic processes that provide clear improvements in customer experience and portfolio financial performance
• Be a champion for innovation across the Problem Debt Management Function building relationships with the Marketing, Customer Insight and Innovation Teams to ensure that strategies and policies reflect customer insight gleaned across the organisation
• To develop a highly motivated team and contribute to the overall management and evolution of the Problem Debt Management Function
• Proactively support all areas of RBSUK Credit risk on Strategic projects as required.

Requirements

• Presentation of high level business cases to Retail Transformation PIB and RBSUK Risk Management Committee for strategy changes based on comprehensive analysis of internal and external information
• To be fully conversant with the Retail Banking Market place and associated competitor activity and legal / regulatory requirements and ensure awareness with key stakeholders and proactive solutions identified
• Successful proactive management and influence of relationships between Retail Credit Risk and its key stakeholders in RBSUK, Business Services and Retail Transformation Programme.
• Proactive and effective change management through successful design and development of key strategic credit risk initiatives.
• Management and development of direct reportees and play active role in wider development of Problem Debt Management team
• Through strategic and policy changes demonstrate improvements in portfolio and operational performance that lead to benefits of c£50m against the £1.8bn impairment charge The
Individual

• Excellent communication skills and stakeholder management discipline.
• Strong understanding of risk management and credit issues in banking and related industries
• Ability to take strategic view of Problem Debt Management in context of wider business ensuring solutions are aligned and appropriate balance is maintained between strategic and tactical change
• Ability to create clear and commercially sound business cases
• Ability to understand and interpret data and statistics and communicate this to both expert and lay audiences
• Creative and innovative approach to solving complex problems and ability to maximise benefits from solutions
• Comprehensive report writing capability for Executive and senior management
• A track record of managing diverse and external stakeholders.
• An appreciation of Collections and Recoveries business