Manage the end-to-end project implementation of new card schemes like VISA and enhancement of existing card schemes like UPI.
Recruitment of profitable new business and establishment, management, and development of long-term, profitable relationships, ensuring the provision of first-class customer service and maximizing business opportunities for card products to achieve key objectives and goals.
Champion card products development, enhancements, and new features/functionality that deliver best-in-class solutions, leading to optimum customer service, quality, accuracy, and responsiveness.
Act as an enabler to branch staff, especially Branch Officers/Customer Service Champions, by providing them with the tools and information needed to optimise card issuance, sales, and card usage via ATMs.
Monitor sales performance on a daily, weekly and monthly basis and provide expected results and reports to management.
Develop and recommend new policies, as well as revisions to existing ones, such as standard operating procedures and internal guidelines—in relation to the card business and products, while ensuring 100% compliance.
Manage projects within the approved methodology, time scale and budget, meeting bank’s standard for audit, compliance and financial reporting.
Manage assigned new and enhanced products throughout their development life cycle to meet client-specific requirements.
Train staff, customers and other stakeholders on products, services and delivery strategies.
Ensure compliance to all Visa and other card schemes provider’s standards.
Ensure 90% transaction success rate of all card transactions.
Perform quality of service field checks on key merchants and all branches to assess their service experience and address identified service gaps. Coordinate with frontline teams and the Contact Centre to ensure quick customer responses and drive high levels of customer satisfaction.
Continuously scan the business environment for new opportunities or threats and act appropriately.
Monitor competitor banks in the market, staying abreast of their new product offerings and service developments, assessing the threat to our business and planning remedial actions to maintain a competitive edge in customer experience while transacting at merchants, e-commerce, ATMs, and within the card business nationwide.
Stakeholder management of the card schemes and all partners/vendors related to the card business, including but not limited to the ATM switch vendor, card management system vendor, card schemes vendor, plastic card printing vendors, and others.