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.

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

Requirements

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.