Head of Portfolio Management, Credit Cards

Role Responsibilities 

The Credit Cards business in Standard Chartered Bank UAE is a growing business line with core focus on customer growth and client engagement. This role will work on the design and 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 credit card customers and deliver the business goals.

Strategy

This role will be responsible for:

• Managing portfolio growth and customer engagement throughout lifecycle of a credit 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.

 Business

The key responsibilities of this role include:

• Develop and implement strategies to grow the credit card portfolio in line with the business targets
• Lead the initiatives related to customer engagement & balance build. This includes end to end management of campaigns across channels to grow spends and balances
• Lead 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 so that focused efforts can be made to promote usage of SC Credit Cards to existing customers
• Keep a sharp focus on 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, stay up to date with regulatory requirements
• 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, analyse 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, work along with the digital team on the optimization of customer journey for a better customer experience
• Focus on enhancing the customer experience throughout customer lifecycle. Identify pain-points and implement 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

Processes

• •           Responsible for supporting the execution of credit card business strategy, working with relevant stakeholders across various functions to ensure that the end-to-end journey works seamlessly for the customers.
• •           Work with relevant teams to identify major customer pain points & streamline the processes

 People & Talent

• Work with relevant stakeholders across the organization to deliver on business objectives

 Risk Management

• The ability to interpret the Group’s financial information, identify key issues based on this information and put in place appropriate controls and measures

 Governance

• Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas; Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role

 Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct. 
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Good knowledge groups policies, standards, local regulations and legislations

 Key stakeholders

The stakeholders include

• Risk management
• Operations
• Marketing
• Retail Analytics
• Technology
• Legal and
• Compliance
• External partners supporting portfolio programs

 Other Responsibilities 

• Support in the digitization of portfolio lifecycle journey
• Educate clients on the use of digital channels

 QUALIFICATIONS

TRAINING, LICENSES, MEMBERSHIPS AND CERTIFICATIONS 

• University Graduate
• Relevant experience in sales and relationship management, merchant alliances
• Demonstrated ability in sales management
• Strong communication and negotiation skills with the ability to influence outcomes
• Networking ability to manage interdepartmental deliverables
• Strong inter-personal skills and leadership ability, which encourages and promotes enthusiasm and team spirit
• Good understanding of the business environment in UAE preferably with direct contacts with reputed merchants
• Computer literacy at the user level.
• Adapting to multi-cultural environment.

Our Ideal Candidate 

• Product / Portfolio Management
• Structured approach to project management
• Analytical skills
• Problem solving

About Standard Chartered 

We’re an international bank, nimble enough to act, big enough for impact. For more than 160 years, we’ve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you’re looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can’t wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you’ll see how we value difference and advocate inclusion. Together we:

·       Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do

·       Never settle, continuously striving to improve

Tagged as: retail banking