Portfolio Manager, Card Issuing

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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

Education

Bachelor's Degree: Business, Commerce and Management Studies (Required)