Nafasi ya kazi CRDB Bank


Nafasi ya kazi CRDB Bank

Senior Manager; Card Issuing

Reporting line- Head; Card Business

Job Summary

Responsible for measuring and evaluating card business performance and advising the Head; Card Business on the best approach to maximize profit. Lead the team for managing and growing the portfolio of debit/credit cards through effective customer acquisition and product development strategies.

Key responsibilities:

  • Formulate and implement practical business strategies and programs to grow the profitability of debit/credit cards and achieve the assigned business targets.
  • Manage card centre and distribution process to branches as per SLA, with better stock management and ensuring customers collect cards within allowable TAT.
  • Ensure good relationship maintenance with Branches and Call Centre while providing outstanding customer services experience to Card Business Related products through efficient, well trained and customer-focused staff.
  • Provide insightful analysis via market research and customer behaviours to facilitate effective recommendations for product enhancement to increase market competitiveness.
  • Schedule for knowledge dissemination on Card products and act as a central point for feedback collection to ensure quality service delivery.
  • Maximize the cross-selling opportunities to raise the card penetration in banking customers via various product bundling and joint promotion programs.
  • Create and implement well-orchestrated action plans, including engagement with regulators. Knowledge of all regulatory changes and operational environment and assures compliance with current regulations.
  • Prepare monthly card business reports showing trends and performance and generate management information systems reports on system performance, designing different performance reports and making them available for decision-making.
  • Perform card business risk review on all card business activities and processes and implement proper controls and mitigation to the identified risks.
  • Manage card production process and services teams to ensure branches, call centre and customers are supported in an efficient and timely manner to a high standard.
  • Manage information flows to and from other areas of the bank to resolve Customer queries related to Card Business system misbehaviours/outages and make the necessary follow up to ensure the service is restored, including escalation to high authorities.
  • Participate in developing underlying processes, systems, and reports to enable continuous improvement in efficiency and excellence of card production process while complying with VISA, MasterCard, and Bank regulations and policies.
  • Ensure up-to-date development for ongoing training to all members of the Card Business teams to ensure suitable skillset and personal development.
  • Develop budgets to ensure cost containment.
  • Establish and maintain a succession plan for the team with a focus on critical roles;
  • Perform any other duties assigned by the Head Card Business.

Experience, Knowledge and Skills Requirements

  • Bachelor Degree in Business Administration, Banking, Information Technology or related field from an accredited institution.
  • Minimum of 8 years of experience in card Issuing role, of which 4 years experience in card sales and services covering product development.
  • Card business knowledge obtained from VISA, MasterCard or other international card schemes.


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