Job Summary
Card product invention and innovation
Card product revenue and cost optimization
Driving the best CX for customers by ensuring the product has the best capabilities and features.
Engagement of schemes, processors, MNOs, payment gateways and Fintech’s to drive product development and enhance product user experience.
Product development and innovation to drive new revenue streams and sustainable profitable portfolio.
End to end card product processes review to ensure card usage optimization and optimal revenue generation.
Job Description
Main Accountabilities and approximate time split
Card Product Development
Drive products innovation and invention.
Manage product, pricing, and channel strategy for usage-building products.
Develop and enhance product VAS to ensure the bank offers a robust product solution.
Develop and deploy customer life cycle management framework.
Track and take actions to improve card portfolio performance KPIs – spend, balance, activity, attrition etc.
Formulate and implement key initiatives to ensure that the value drivers track as per plan ensuring strong revenue performance.
Work with marketing team to run spend and utilization campaigns for the card product.
Drive segmental spend campaigns for various customer segments across the portfolio including dormancy management.
Develop and implement Portfolio intervention frameworks including Early Engagement and Continuous Customer Engagement strategies throughout the customer life cycle through data-led and data analysis to harness opportunities for growth.
Management card stocks to ensure no stock outs.
Bank Network Product Support
Engage with branches and other stakeholders to drive card product uptake
Drive product training across the entire branch network
Engage all key stakeholder to drive product performance – RM, DST teams, Virtual RMs, branch managers, area managers etc
Be at the center of ensuring all product related queries and complains are handled conclusively and on a timely manner.
Working with all support functions to ensure the product is adequately supported thus enhancing customer experience, driving usage and optimizing revenues.
Product Sales Support
Develop and roll out card sales programs.
Work with all stakeholders – branch network, RMs, DSTs to drive card sales
Constant review of existing processes to enable seamless cards sales operations process flow.
Develop training material to facilitate card knowledge capacity building across the entire bank network.
Regular branch visits to support the branches and other sales channels in driving the product.
Drive and implement initiatives to reduce the TAT for complaints.
Support the Head of Card Issuing to ensure that monitoring tools developed are applied and effectiveness of training and other ‘people development’ activities are properly monitored.
Monitoring of card authorization levels and fraud risk management
Risk, Legal and Compliance
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Bank Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
Ensure all products are compliant with the banks and regulators, schemes, processors/payment gateways compliance requirements.
Maintain an RCSA for all the products.
Do regular reviews of product compliance status.
Documentation, review, resolution and escalation (where necessary) of any compliance exception items.
Ensure all mandatory training is completed to the deadline and understood within given timescales.
Successful independent conformance assurance
Technical Skills/Competencies
Excellent numerical and data analytical skills
Stakeholder engagement and negotiation skills
Self-driven and result oriented
Excellent communication skills
Good analytical and interpretation skills
Interpersonal skills
Time management skills
Team working ability
Presentation skills
Organizational and planning skills
Customer service & people-oriented skills
Knowledge and Expertise
Essential
Knowledge of card products & services
4 years of working knowledge and practical skills in a card business environment
Knowledge of card products
Knowledge of the card industry
Knowledge of MI tools required for Portfolio interventions.
Experience, qualifications, and other requirements specific to the role.
Educational Qualification
Minimum bachelor’s degree
Master’s degree will be an added advantage.
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