Kai XU

Responsibilities

• Manage and maintain a total of A$100bn of lending business under the Group's Banking and Financial Services division, and develop and grow an Australia-wide channel of credit manager/broker.
• Building relationship with institutional client such as Aussie, Lendi, Mortgage Choice, Lendlease etc.
• Participate in the design of service SOPs and retention strategy for Call Centre banker.
• Develop commercial and home loan rate pricing models to ensure profit margins whilst improving the Group's customer retention rates with excellent rates.
• Design credit product portfolios for HNW clients throughout Australia and overseas, involved in the entire process of customer acquisition, financial product sales, and customer retention. Cooperate with Wealth Management to address the needs of high-net-worth clients.
• Develop client-specific retention plans by understanding client's needs, collecting feedback and data analysis.

Achievement

I have been involved in the bank's digital transformation：

• Participated in the product development team led by the Head of the Division to design and launch Instant Approval, an online loan approval program for clients, which leveraged Open Banking's technology to reduce loan approval times to less than 2 hours, streamlining the cumbersome approval process and reducing costs, and improving the user experience.
• Involved in designing and launching Rate Card and Pricing Calculator, an online rate review service for all clients . Involved in the design of the Broker Portal and Client Digital Form, for B-end and C-end clients digital platforms.
• In FY23, the team grew the size of managed loan portfolio to $100bn, a record-breaking 21% YoY growth rate. In FY23, fixed-income products grew to $129bn, a 32% YoY growth rate.

Responsibilities

• Develop and deepen relationships with high-net-worth clients and corporate clients, providing professional investment advice, as well as tapping into client needs, and creating sales opportunities for the rest of the team. Provide one-stop financial services to clients on commercial loans, insurance products, wealth management products, and deposit products.
• Responsible for the development of institutional and corporate loan and deposit business, complete credit due diligence and risk analysis, and have the ability to approve loan amount up to AUD 5 million under own authority.
• Assist the lending team with loan product maintenance such as customer pre-qualification, interest rate pricing, and loan class conversion.
• Responsible for client-related KYC and risk assessment, working with CDD and AML departments to ensure compliance.
• Communicate with product team to conceptualize service solutions based on the client's situation and requirements, manage the client's expectations during the process, follow up on the client's feedback, and enhance the client's acceptance and stickiness.
• Organise forums, salons, and seminars for Chinese investors in Australia, provide investment consulting services for Australian real estate projects, and explore investment projects in the mining and energy industries in Australia.

Achievement

• In FY20, new account exceeded 125% of the target, and reached 160% of the target for other banking lead requirements. in FY21, new account exceeded 114% of the target, and reached 106% of the target for other banking lead requirements.
• Received the "Performance" award from the Regional Head three times and the "Service" award from the Head in recognition of my efforts to improve NPS.

Responsibilities

• Managed a team of 10 people to maintain sales and retention channels for institutional and corporate clients, reducing churn of business clients.
• Resolve requests and complaints in real-time for assigned target customer segments to ensure 100% retention of the segment.
• Build a loyal customer base by providing excellent service and analyzing NPS to drive an ideal customer experience.
• Promote new products and services and up-sell various value-added services as per customer/organization's requirements to drive revenue for the department.

Achievement

• Onboard Sydney downtown and Sydney Inner West suburb's clients to new launched NBN network.
• Acquisition of 1000 new business accounts for 3 months.