Head of Customer Life Cycle Management

-Job description

**Some careers open more doors than others.**

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC Life in Singapore is the combination of AXA Singapore and HSBC Insurance. Here you can specialise in Insurance but enjoy the advantages that come with being part of a leading global international bank.

Insurance is about people, and the promises they make. At HSBC Life in Singapore we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific region. Our employees enjoy a dynamic and innovative workplace and a world of opportunities to develop their careers in a high-profile growing business segment. We empower our combined team of high-performing individuals to build skills and explore new experiences to realise the full potential of being part of HSBC.

Together we will pursue efficient ways of working. We will harness the latest data and technology solutions to achieve meaningful outcomes for our clients. And the protection we offer will create broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures.

We are currently seeking a high calibre professional to join our team as a **Head of Customer Life Cycle Management.**

**Principal Responsibilities**
- Accountable and responsible for Customer Life Cycle Management (CLCM) strategy and annual Customer Operating Plan by interlocking with Financial Plan, Product roadmap and Distribution Operating Plan in HSBC life and across HSBC Wealth & Personal Banking (WPB) entities in Retail Bank (RB) and Global Private Bank (GPB)
- Chair Customer Life Cycle Management (CLCM) Forum in HSBC Life Singapore and act as deputy for the Chief Customer & Digital Officer to attend cross WPB CLCM Forums and steering committees
- Accountable for Customer operating plan (COP) and CLCM metrics forecast and actual performance management
- Responsible for planning, forecasting and monitoring of the actual C&D budget which are mostly the marketing budget in nature to ensure healthy ROMI and commercialization goal according to the business case (if any)
- Lead the Acquisition POD, an agile cross functional team with core team members from Customer & Digital teams (e.g. Marketing &Proposition, Customer Experience, Data & Analytics, Digital) and distribution team to drive Customer Campaigns and Leads Generation activities to increase New To Insurance (NTI) customers. This POD will work closely with WPB counter parties to also drive insurance penetration withing retail bank customer base collaboratively
- Lead the Retention POD, an agile cross functional team with core team members from Customer & Digital teams (e.g. Marketing &Proposition, Customer Experience, Data & Analytics, Digital), Distribution, Product, Operation and Health business teams. The POD will drive implementation of customer retention initiatives from both recovery & prevention perspective, which could include but not limited to implementing predictive modelling at distributors digital sales platform to enable distributors to proactively retain their customers
- Work collaboratively with other Customer & Digital teams to use data analytics, marketing and digital touch points to drive change management at both customer and distributors level to deliver Customer Operating Plan
- Alliance with Group CLCM on overall framework and to adapt best in class practice playbook for the 4 stages of CLCM
- Align with business growth plan and adjust 5Cs (Customer segmentation, Customer Next best offers, Contact Strategy, Channel strategy, Conversion) in CLCM framework accordingly based on our multi-distribution strategy
- Leverage data analytics to determine the business priorities, insights driven customer acquisition and engagement action to improve customer portfolio quality and profitability
- Prioritize existing resources and manage future demand resources required to achieve business objectives and strike the balance of resources allocation provided by D&A and other relevant stakeholders
Requirements
- At least 15 years' experience in business management (e.g. distribution management, performance management, customer management functions) in insurance industry
- Agile trained matured project leader with high level of attention to detail, including a proven ability to manage multiple and competing priorities simultaneously
- Deep understanding of insurance products and distribution model
- Masters degree in a relevant business discipline
- Extensive skills in strategy, analytics, planning, marketing, product profitability modelling and financial analysis, across multiple financial product categories and customer segments
- Good understan