About the Role
Job Summary
Responsible for Absa Kenya Cards portfolio optimization, revenue growth and, usage & spend stimulation campaigns through effective management customer life cycle management, spend programs, Balance sheet growth programs, execution and driving cross-sale opportunities within the existing portfolio on the back of data models.
Job Description
Main accountabilities and approximate time split
Portfolio Optimization and revenue growth: Time split 60%
- Develop and implement Portfolio intervention frameworks including Early Engagement and Continuous Customer Engagement strategies throughout the customer life cycle through data analytics and Portfolio insights.
- Manage portfolio revenue growth optimization programs on product penetration, cross-sell and upsell opportunities, balance sheet growth products i.e Balance Transfer and Cash-on-call strategies.
- Enhance customer communication across the customer Lifecycle through the introduction of trigger-based emails and SMS communication. Track customer experience across the value chain
- Institute key product optimization initiatives to drive revenue growth such as system-driven changes to product parameters. Conduct regular portfolio performance analysis across the cardholder base including initiating CLI proposals, tracking P&L variances, identifying revenue and cost opportunities
- Monitor key value drivers for the business (activation rates, spend rates and trends, revolve rates, balances sheet stickiness rates, turnover & attrition rates)
- Formulate and implement key growth initiatives to ensure that the value drivers track as per plan ensuring strong revenue performance.
Cross Sale programs: Time split 20%
- Drive segmental spend campaigns for various customer segments across the portfolio including dormancy management and activation.
- Institutionalize key activities through the outbound telesales team to drive ENR Sales, Card cross-sell opportunities, VAS xsell sales i.e insurance, cards delivery, card activation, usage, upgrade, supplementary cards, and retention strategy
Service Management and Improvement: Time split 10%
- Drive initiatives to identify and address the root causes for Absa complaints
- 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.
- Tracking customer behavior and predicting signs of attrition or delinquency in payments.
- Monitoring of card authorization levels and fraud risk management
Governance, Control and Risk; Time split 5%
- Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
- Ensure compliance with Bank controls, policy, service standards and procedures as laid down by the bank
- Ensure all mandatory training is completed to the deadline and understood within given timescales.
- All risk events (incidents) or control failures to be escalated, investigated, reported, and fixed at the root cause to prevent reoccurrence
- Successful independent conformance assurance (e.g .CPA, AIA, Regulatory Compliance, External Auditors)
People Management and Development: Time split 5%
- Work closely with the Head of Card Issuing and the Issuing team to deliver exceptional business performance through the provision of Portfolio MI and analysis and business improvement initiatives.
- Share best practices with, and provide feedback to, the other members of the efficiency Team, on all business and people-related issues, climate and local development and initiatives.
- Build effective relationships, influence, and motivate Team Leaders to ensure their wholehearted commitment to the effective application of performance management and MI policies and practices.
- Build and develop a high-performing team, through embedding performance management and coaching. Document SMART performance management plans and conduct effective reviews for team members
- Initiate HR processes for the team when required e.g. disciplinary and capability process, leave management, learning and development, talent identification etc in consultation with HR
- Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development
Technical skills / Competencies
- Excellent understanding of market trends and customer behavior
- Excellent communication skills
- Good MI analytical and business interpretation skills
- Interpersonal skills
- Time management skills
- Team working ability
- Presentation skills
Knowledge, Expertise and Experience
Essential
- Strong business and customer behavior analysis understanding.
- Basic understanding of card payments business and market.
- Good understanding of Risks and Controls.
- Good understanding of the Bank Policies and procedures.
- Productivity Management and process improvement techniques.
- Good understanding of End-to-end processes & workflow.
Preferred
- Knowledge of MI tools required for Portfolio interventions
Experience & Qualifications
Essential
- Prior experience in banking
- Bachelor’s degree
Preferred
- Credit card experience a plus
- Master’s degree.
How to Apply
https://absa.wd3.myworkdayjobs.com/en-US/ABSAcareersite/job/Absa-Headquarters-KE/Portfolio-Manager--Card-Issuing_R-15943712?utm_source=MyJobMag