Cards Portfolio Specialist

Term: 12 months

Division: Cards - Retail

Reports to: Head of Portfolio

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

Mandatory requirements:

Purpose of Job:

This role will work with clients on the implementation of strategies to optimize performance drivers and revenues at the portfolio level. It requires extensive collaboration with internal and external stakeholders to drive a robust lifecycle management program for card customers and achieve business goals.

Tasks:

Core Responsibilities and Accountabilities:

1. Manage portfolio growth and customer engagement throughout the lifecycle of a card customer.
2. Ensure balanced growth addressing Credit, Operations, Compliance, and Service Delivery risks.
3. Design and develop best-in-class portfolio programs based on local needs and co-create globally scalable solutions with the central team.
4. Manage the delivery of regulatory changes to ensure timely implementation, seamless client experience, and cost-effectiveness.
5. Support strategies to grow the credit card portfolio aligned with business targets.
6. Support initiatives related to customer engagement and balance build, including end-to-end management of campaigns across channels to increase spends and balances.
7. Support the credit card installment plans strategy, including design, implementation, and optimization of revenue-generating payment plans.
8. Collaborate with Marketing and Analytics teams on customer segmentation to promote credit card usage among existing customers.
9. Assist in retaining profitable customers and work with relevant teams to implement a robust retention strategy.
10. Review consumer behavior and market trends to identify opportunities for client engagement through tactical campaigns, market research, competitor analysis, and industry trends, while staying compliant with regulatory requirements.
11. Manage financial performance of the credit card portfolio by developing forecasts and budgets, monitoring performance vs. targets, and identifying mitigation opportunities.
12. Regularly assess portfolio performance, analyze usage patterns, evaluate profitability, and gather customer feedback for improvements.
13. Work with relevant teams to ensure digital platforms function as intended and optimize the customer journey for better experience.
14. Focus on enhancing customer experience throughout the lifecycle by identifying pain points and implementing engagement and loyalty initiatives.
15. Engage stakeholders for effective governance and controls around portfolio programs and processes.
16. Continuously evolve KPIs and performance dashboards aligned with strategic objectives to support senior management decision-making.
17. Manage feedback, issues, and complaints related to the credit cards business.
18. Collaborate with teams across Risk Management, Operations, Marketing, Retail, Analytics, Technology, Legal, Compliance, and 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:

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