SME Segment Manager

We are looking for an Odealist to create value together!We work in a world where new ideas, bold steps, and learning happen every day. At Odeabank, we measure success not only by results but also by learning, growing, and creating value.We work in a culture that is collaborative, innovative, and open to different perspectives. Everd day, we move forward together for a better experience and a stronger future.What Can You Expect?A culture that supports your development: Training, mentoring, and continuous learning opportunitiesWorking model: A hybrid environment that offers both productivity and balanceInclusive team structure: An organizational culture shaped by openness, respect, authenticity, and enthusiasmSustainable vision: Commitment to gender equality, diversity, and sustainabilitySupportive leadership: Managers who value your ideas and encourage sharingPosition OverviewWe are seeking a strategic, innovative, and driven SME Segment Manager with a focus on Service Model Design. This role is pivotal in shaping and optimizing the service model for the SME (Small and Medium Enterprises) segment, ensuring that our offerings are tailored to meet the unique needs of SME clients. In addition to segment management, you will design and implement effective service models that enhance customer satisfaction, improve operational efficiency, and drive business growth.As an SME Segment Manager, you will lead the development of customer-centric services, integrating the latest trends, tools, and data-driven insights to deliver a service experience that truly resonates with SMEs. You will manage cross-functional teams, design end-to-end service processes, and be responsible for aligning the service model with the overall strategic goals of the bank.Key ResponsibilitiesService Model Design & Optimization: Lead the design and continuous improvement of the service model for the SME segment, ensuring it is customer-centric, efficient, and scalable. Create processes that deliver exceptional value to SME customers, focusing on personalization, ease of use, and operational excellence.SME Segment Strategy: Develop and execute a clear and effective strategy for the SME segment, ensuring the service model aligns with broader bank objectives. Understand and analyze SME customer needs and behaviors to design services that provide tangible value and differentiate the bank in the market.Customer Journey Mapping: Define and optimize the SME customer journey, ensuring all touchpoints are seamless and provide an excellent customer experience. Identify pain points in the journey and implement solutions to improve customer satisfaction and service delivery.Cross-Functional Collaboration: Work closely with product development, sales, marketing, and operations teams to ensure the service model is integrated across all functions and aligned with customer expectations. Foster collaboration to ensure consistent and high-quality service delivery at every stage of the customer lifecycle.Data-Driven Service Design: Use customer insights, feedback, and CRM data to inform service model design decisions. Implement strategies that respond to customer needs and behaviors, improving customer satisfaction, retention, and lifetime value.End-to-End Service Process Management: Manage the design, implementation, and optimization of end-to-end service processes, from initial customer contact through to ongoing account management and support. Ensure processes are efficient, scalable, and align with the SME customer’s needs.Leadership & Team Coordination: Lead and motivate cross-functional teams to execute service model strategies effectively. Provide guidance, mentorship, and support to team members to ensure the smooth delivery of customer services.Service Model Metrics & Reporting: Develop and track KPIs related to service model performance (e.g., customer satisfaction, operational efficiency, retention rates). Use data to continuously refine and improve the service model.Qualifications & SkillsExperience: Minimum of 10+ years of experience in segment management, service design, or customer experience management, ideally within the banking or financial services sector. Experience in SME segment strategy and service model design is highly preferred.Service Design Expertise: Strong experience in designing, implementing, and optimizing service models that enhance customer experiences, especially for small and medium-sized businesses.Customer-Centric Approach: Deep understanding of SME customer needs, behaviors, and pain points, and the ability to design services that address those needs effectively.Analytical & Data-Driven: Strong ability to analyze customer data, feedback, and behavior to inform service design decisions. Proficient in using CRM systems and data analytics to drive insights and decision-making.Leadership: Proven leadership skills with the ability to manage and motivate cross-functional teams to execute on service model strategies. Ability to align multiple stakeholders and drive results.Process Management: Experience in managing complex service processes, ensuring efficiency, scalability, and continuous improvement.Problem-Solving: Ability to identify challenges within the service model and develop effective solutions to improve both customer satisfaction and operational performance.Communication: Strong communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels of the organization.Ideal Candidate ProfileA strategic thinker with a deep understanding of SME customer needs and a passion for designing service models that deliver exceptional customer experiences.A proven leader with the ability to motivate and guide teams toward achieving ambitious service design and segment goals.Comfortable managing both the high-level strategy and the operational details of service model design and implementation.Data-driven and customer-focused, with a strong ability to turn insights into action that improves the SME customer experience and drives business growth.Experienced in designing and optimizing service processes, ensuring they are customer-centric, efficient, and scalable.Benefits:Private Mixed Health Insurance for you and (if applicable) your spouse and childrenCorporate Life InsuranceRemote Work SupportMeal AllowanceBirthday LeaveShuttle Service for Head Office Employees- (Transportation Allowance for Branch Employees)Why Odeabank?Innovative business model focused on investment and technologyOdealist teams shaping not only today but also the futureCorporate discount agreements with O'DealSocial events, clubs, and employee communitiesSpecial occasion celebrationsRecognition and reward mechanisms that regularly highlight achievementsWell-being seminarsIf you want to grow in an Odealist culture, complete your application now and join us on our journey! 💫*The hiring process at Odeabank includes Human Resources Assessment, relevant manager interviews, and competency-based evaluations.The offer process begins for candidates who successfully complete all stages.**Under the Personal Data Protection Law No. 6698, your personal data is processed solely for recruitment purposes during the application process.Detailed information can be found at Odeabank Personal Data Protection Disclosure Text.