Paul Eccleston - Customer experience head, FNB South Africa

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Work Background

FNB South AfricaHead of Customer Experience: Home and Secured Lending

Jan. 2023Johannesburg Metropolitan Area · HybridI am responsible for both the Customer Value Management (CVM) and Group Housing Schemes Portfolio’s and responsible for the strategy and KPI’s of these portfolios. Setting up collaborative ventures internally to segment, analyse and identify the strategic levers to be pulled to maximise on client value across the group. This includes increasing VSI, client entrenchment and aligned client offerings across the group to offer our clients maximum value. Have implemented forums that bring together the right people to execute quickly on strategic initiatives to capitalize on growth opportunities presented throughout the group including implementation of our new housing schemes VP that is built to allow scale and to optimize on our internal channel client interactions and take-up

FNB South AfricaHead of Growth: Home and Secured Lending

Apr. 2019 - Dec. 2022Johannesburg Metropolitan Area · On-siteResponsible to growth the largest portfolio in our mortgage book and to maximise on business opportunity through new channel enablement strategies & digital migration. Helped to achieve the best m/share growth in my 1st 12months in this role against all competitors and helped to set highest sales numbers on record with improved Main Banked Composition & Customers Digital penetration. The strategies implemented reduced credit losses & improved overall ROE & PBT

FNB South AfricaChannel Head

Apr. 2017 - Mar. 2019Johannesburg Area, South Africa · On-siteBrought in to help create an entirely new department for our Banks Middle Market & reported to a newly appointed CEO to help build a team together that was focused on the customer. This involved bringing together all the various departments VPs and communications to our base to focus on a more client centric approach and then needed to demonstrate how this strategy would materialize into growing the portfolio and then meet all the KPI’s set out.