Cards Portfolio Specialist

Term: 12 months

Location: Muscat, Oman

Division: Cards - Retail

Reports to: Head of Portfolio

Relevant experience: Minimum of 10 years of experience in Cards Portfolio Management

Mandatory requirements:

1. English language (Arabic is preferred)
2. Cards portfolio management in GCC banks

Purpose of Job:

This role will work with clients on the implementation of strategy to optimize performance drivers and revenues at the portfolio level. It will require working extensively with internal and external stakeholders to drive a robust lifecycle management program for card customers and deliver the business goals.

Tasks:

Core Responsibilities and Accountabilities

• Managing portfolio growth and customer engagement throughout lifecycle of a card customer.
• Ensuring balanced growth addressing Credit, Operations, Compliance and Service Delivery risks.
• The design and development of best-in-class portfolio programs based on local needs and co-creating globally scalable solutions with the central team.
• Managing the delivery of regulatory changes so that they are delivered timely with seamless client experience and in a cost-effective manner.
• Support to develop and implement strategies to grow the credit card portfolio in line with the business targets.
• Support the initiatives related to customer engagement & balance build, including end-to-end management of campaigns across channels to grow spends and balances.
• Support the credit card instalment plans strategy, including design and construct of payment plans, implementation of an effective sales strategy and optimizing revenues.
• Work with Marketing and Analytics team on customer segmentation to promote usage of Credit Cards to existing customers.
• Help retention of profitable customers, work with relevant teams for the implementation of a robust customer retention strategy.
• Review consumer behaviour and market trends to identify improvement opportunities for client engagement through tactical campaigns, market research to identify customer preferences, competitor analysis, and industry trends, staying up to date with regulatory requirements.
• Help manage the financial performance of the credit card portfolio, develop financial forecasts and budgets, monitor actual performance vs. targets & identify opportunities to mitigate any headwinds.
• Regularly assess the performance of credit card portfolio, analyze usage patterns, evaluate profitability, monitor customer feedback and identify areas for improvement.
• Work closely with relevant teams to ensure that our digital platforms are working as per the product construct, collaborating with the digital team on the optimization of customer journey for a better customer experience.
• Focus on enhancing the customer experience throughout the customer lifecycle, identifying pain points and implementing initiatives to improve customer engagement & loyalty.
• Engage with relevant stakeholders for effective governance and robust controls around portfolio programs and processes.
• Constantly evolve KPIs and performance dashboards that are aligned to strategic business objectives and can help senior management in decision-making.
• Management of feedback/issues/complaints involving credit cards business.
• Work collaboratively with stakeholders across Risk management, Operations, Marketing, Retail, Analytics, Technology, Legal and Compliance, External partners supporting portfolio programs.

KPIs

• Increase in card activation rates.
• Growth in card spend (domestic and international).
• Effectiveness of promotional campaigns in increasing card utilization.
• Development of new beneficial partnerships.

Knowledge and Experience

• Relevant experience of 10+ years in cards product/portfolio management.
• Regional experience preferred.
• Bachelor's degree or equivalent qualification; advanced degree or MBA preferred.
• Fluent in local office language and English required; other languages desirable.
• Comfortable with significant client interaction and interest in building relationships.