KEY RESPONSIBILITIES /KEY DELIVERABLES
§ Manage the end-to-end project implementation of new card schemes and enhancement of existing card schemes to improve customer user experience, grow the product offering and usage.
§ Recruitment of profitable new business and establish, manage and develop long term, profitable relationships, ensuring the provision of first-class customer service and maximizing business opportunities for the 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 tools and information to optimize card issuance sales and card usage.
§ Monitor sales performance on a daily, weekly and monthly basis and provide expected results and reports to management.
§ Develop and recommend new, and revisions to, existing policies and procedures such as standard operating procedures and internal guidelines in relation to card business and products while ensuring
100% compliance.
§ Responsible for the management of 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 with all VISA and other card 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 close identified service gaps. Coordinate with front line teams & contact center for quick customer responses to drive high levels of customer satisfaction.
§ Stakeholder management of the card schemes and all partners/vendors in relation to card business.
§ Support handling of customer feedback and follow up to close all disputes arising from card products