HEAD, STRATEGIC BUSINESS DEVELOPMENT

Position Title

Head of Strategic Business Development

Reports To

Consumer Business Sector Head

The Strategic Business Development Head is responsible for the growth, profitability, and governance of the following verticals:

1. Preferred Banking Proposition
2. Auto Loans
3. Home Loans
4. Payroll Propositions

The role is accountable for driving portfolio growth, product competitiveness, customer acquisition, relationship deepening, customer experience enhancement, and sustainable profitability across the above areas of business. The position serves as a key enabler of Retail Banking growth by developing customer-centric financing solutions, strengthening the Bank’s value proposition for both mass affluent and emerging affluent customers.

In addition, the role leads strategic product and proposition initiatives, ensuring alignment with the Bank’s overall retail banking strategy while balancing growth, risk, operational efficiency, and customer outcomes.

Key Responsibilities

1. Secured Lending Product Strategy and Management

• Develop and execute the strategic roadmap for the Bank’s secured lending portfolio, including Home Loans, Housing Loans, Auto Loans, and related financing products.
• Drive portfolio growth, market share expansion, profitability, and customer acquisition across all secured lending segments.
• Lead product development, pricing strategy, portfolio management, and lifecycle optimization.
• Monitor market trends, customer needs, competitor developments, and regulatory changes to maintain product competitiveness.
• Develop initiatives to improve customer acquisition, conversion, retention, cross-sell, and portfolio quality.
• Ensure alignment between business growth objectives and the Bank’s credit risk appetite.

2. Housing and Home Loans Business Management

• Own end-to-end performance of the Bank’s housing and home loan portfolio.
• Develop customer propositions, pricing programs, promotional campaigns, and partnership initiatives to accelerate growth.
• Establish and manage strategic partnerships with property developers, brokers, and real estate ecosystem participants.
• Drive portfolio quality, utilization, customer satisfaction, and profitability.
• Collaborate with Sales, Credit, Operations, Digital, and Branch Banking teams to enhance customer journeys and improve turnaround times.

3. Auto Loans Business Management

• Lead the growth, profitability, and competitiveness of the Bank’s auto loan business.
• Develop product strategies, dealer financing partnerships, and automotive ecosystem relationships.
• Expand origination volumes through dealer networks, digital channels, and strategic partnerships.
• Identify opportunities to improve underwriting efficiency, customer experience, and portfolio performance.
• Ensure sustainable growth while maintaining asset quality standards and risk controls.

4. Preferred Banking Proposition Management

• Lead the strategy, development, and growth of the Bank’s Preferred Banking proposition.
• Define target customer segments, value propositions, service models, customer engagement frameworks, and experience standards.
• Drive acquisition, retention, wallet share expansion, and customer lifetime value among affluent and emerging affluent customers.
• Develop differentiated offerings leveraging deposits, investments, lending, insurance, payments, wealth solutions, and lifestyle partnerships.
• Establish customer programs, recognition frameworks, and engagement initiatives that increase customer loyalty and advocacy.
• Monitor proposition performance and continuously refine customer journeys and service experiences.

5. Payroll Propositions

Purpose

Own the Retail strategy for the Payroll segment by maximizing the value of payroll relationships acquired by Corporate Banking.

Payroll Propositions is responsible for developing the payroll value proposition, onboarding and activating payroll customers, strengthening employer partnerships, and preparing customers for long-term relationship growth through the Life-Stage teams.

Key Responsibilities

Payroll Proposition

• Develop and enhance the employer and employee value proposition
• Package payroll-exclusive offers
• Ensure competitiveness

Employer Partnerships

• Partner with Corporate Banking
• Develop employer engagement programs
• Deliver financial wellness initiatives

Customer Onboarding & Activation

• Own employee onboarding
• Drive account activation
• Increase digital engagement
• Improve early customer experience

Payroll Analytics

• Monitor payroll performance
• Develop customer and employer insights
• Identify growth opportunities

Cross-functional Leadership

• Coordinate Retail Product, Digital, Marketing and Analytics teams to deliver one integrated payroll experience

Operating Model

Corporate Banking

Payroll Propositions

Life-Stage Customer Growth

Acquire payroll companies

Own payroll proposition

Cross-sell & deepen relationships

Own employer relationship

Employer partnerships

Product penetration

Payroll implementation

Customer onboarding

Customer profitability

Payroll mandate retention

Customer activation

Customer lifetime value

Payroll analytics

Segment management

Financial wellness

Personalized offers

Guiding Principles

• Corporate Banking owns the employer relationship.
• Payroll Propositions owns the payroll customer experience during onboarding and activation.
• Life-Stage Customer Growth owns long-term customer value and product penetration.
• Success is measured through shared outcomes, with each team accountable for the stage of the customer lifecycle it directly influences.

7. Financial Performance and Portfolio Governance

• Own portfolio growth, revenue, profitability, balance sheet contribution, and return-on-investment objectives across assigned businesses.
• Establish performance management frameworks and key business metrics.
• Monitor portfolio quality, delinquency trends, risk indicators, and profitability drivers.
• Ensure compliance with regulatory requirements, internal policies, governance standards, and risk management frameworks.
• Balance growth objectives with prudent portfolio and risk management practices.

8. Strategic Stakeholder and Partnership Management

• Build and maintain strategic relationships with developers, automotive dealers, distributors, business partners, industry associations, and ecosystem participants.
• Lead commercial negotiations, partnership structuring, and performance reviews.
• Collaborate effectively across Product, Sales, Branch Banking, Operations, Credit, Risk, Technology, Digital, Marketing, Finance, and Compliance functions.
• Represent the Bank in relevant industry forums and partnership engagements.

Leadership Responsibilities

• Provide strategic leadership across secured lending, Preferred Banking, and Payroll propositions
• Build and develop high-performing teams with strong product management, customer proposition, business development, and channel management capabilities.
• Foster a culture of customer-centricity, innovation, accountability, and execution excellence.
• Drive collaboration across business units to achieve growth, profitability, operational efficiency, and customer experience objectives.
• Champion continuous improvement and best practices in product, proposition, and channel management.

Key Success Measures

Secured Lending

• Achievement of Home Loan and Auto Loan portfolio growth targets.
• Growth in secured lending revenues, margins, and profitability.
• Market share expansion in key secured lending segments.
• Improvement in customer acquisition, conversion rates, and cross-sell outcomes.
• Portfolio quality and asset performance metrics within approved risk appetite.

Preferred Banking

• Growth in Preferred Banking customers, assets under management, deposits, and relationship profitability.
• Increased customer engagement, retention, and wallet share.
• Improved customer satisfaction, advocacy, and experience scores.
• Successful rollout and enhancement of differentiated customer value propositions.

Payroll Propositions

Customer Activation

• 30-Day Activation Rate
• 90-Day Active Rate
• Mobile Banking Enrollment
• Debit Card Activation

Relationship Quality

• Average CASA Balance
• Digital Active Rate
• 12-Month Customer Retention

Customer Development

• Payroll Graduation Rate

Employer Experience

• Employer Satisfaction
• Employer Retention
• Payroll Implementation Turnaround Time