Senior Manager; Card Issuing at CRDB November, 2021

Reporting line- Head; Card Business

Job Summary

Responsible for measuring and evaluating card business performance and advising the Head; Card Business on the best approach to maximize profit. Lead the team for managing and growing the portfolio of debit/credit cards through effective customer acquisition and product development strategies.

Key responsibilities:

• Formulate and implement practical business strategies and programs to grow the profitability of debit/credit cards and achieve the assigned business targets.
• Manage card centre and distribution process to branches as per SLA, with better stock management and ensuring customers collect cards within allowable TAT.
• Ensure good relationship maintenance with Branches and Call Centre while providing outstanding customer services experience to Card Business Related products through efficient, well trained and customer-focused staff.
• Provide insightful analysis via market research and customer behaviours to facilitate effective recommendations for product enhancement to increase market competitiveness.
• Schedule for knowledge dissemination on Card products and act as a central point for feedback collection to ensure quality service delivery.
• Maximize the cross-selling opportunities to raise the card penetration in banking customers via various product bundling and joint promotion programs.
• Create and implement well-orchestrated action plans, including engagement with regulators. Knowledge of all regulatory changes and operational environment and assures compliance with current regulations.
• Prepare monthly card business reports showing trends and performance and generate management information systems reports on system performance, designing different performance reports and making them available for decision-making.
• Perform card business risk review on all card business activities and processes and implement proper controls and mitigation to the identified risks.
• Manage card production process and services teams to ensure branches, call centre and customers are supported in an efficient and timely manner to a high standard.
• Manage information flows to and from other areas of the bank to resolve Customer queries related to Card Business system misbehaviours/outages and make the necessary follow up to ensure the service is restored, including escalation to high authorities.
• Participate in developing underlying processes, systems, and reports to enable continuous improvement in efficiency and excellence of card production process while complying with VISA, MasterCard, and Bank regulations and policies.
• Ensure up-to-date development for ongoing training to all members of the Card Business teams to ensure suitable skillset and personal development.
• Develop budgets to ensure cost containment.
• Establish and maintain a succession plan for the team with a focus on critical roles;
• Perform any other duties assigned by the Head Card Business.

 

Experience, Knowledge and Skills Requirements

• Bachelor Degree in Business Administration, Banking, Information Technology or related field from an accredited institution.
• Minimum of 8 years of experience in card Issuing role, of which 4 years experience in card sales and services covering product development.
• Card business knowledge obtained from VISA, MasterCard or other international card schemes.