Head of Performance Management, Retail Banking

1. Performance Strategy & Metrics

• Define, review, and maintain KPIs covering sales productivity, cost efficiency, customer satisfaction, and risk management.
• Lead monthly MIS reporting and performance tracking across PB/WB channels.
• Develop performance dashboards, insights, and analytics to support business reviews and strategic decision-making.

2. Sales Productivity & Coaching

• Identify performance gaps and drive uplift initiatives, with a focus on bottom quartile performers.
• Partner with GSMs to develop and implement coaching plans; monitor coaching participation and effectiveness.
• Support career development, Staff Success Plans (SSP), and Performance Improvement Plans (PIP) for underperforming staff.

3. Business Support & Governance

• Oversee budgeting, system access management, fixed asset tracking, and regulatory-related administration.
• Ensure operational support is aligned with sales campaigns, business priorities, and regulatory expectations.
• Govern and enhance the Sales Incentive Performance (SIP) framework to encourage desired sales behaviours and performance outcomes.

4. Complaints Handling & Service Quality

• Investigate and resolve complaints related to service lapses, operational issues, and process controls.
• Monitor service quality, operational accuracy, and customer experience metrics to ensure continuous improvement.

5. Strategic Planning & Financial Oversight

• Lead budget planning and capacity forecasting for the Emerging Affluent segment.
• Support regional reporting requirements and facilitate business performance reviews.
• Align performance measurement and resource allocation with strategic financial goals.

6. MIS & Data Governance

• Oversee monthly MIS reporting and ensure accuracy and timeliness of all BAU performance data.
• Manage core performance datasets including CTO, AUM, CASA, acquisitions, and product penetration.
• Lead HR staff mapping, territory alignments, and target-setting exercises through MIS tools.

7. Sales Campaign & Incentive Management

• Govern and refine the SIP framework to ensure fairness, transparency, and alignment with business outcomes.
• Support planning, execution, and performance tracking of sales campaigns.
• Participate in the Performance Management Incentive Forum to review incentive structures and payout governance.

8. Staff Development & Success Planning

• Drive Staff Success Plans (SSP) and career progression pathways for sales staff.
• Monitor development outcomes and ensure timely intervention for staff requiring performance improvement.

Job Requirements: