Standard Chartered Bank - Associate Director - Credit Cards Portfolio

JOB ROLE

Responsible to drive Customer Engagement through portfolio initiatives such as Activation, Upgrade, Multi-carding, Retention & Rewards programs.

KEY RESPONSIBILITIES

- Improve customer engagement by focusing on customer lifecycle management for creating early activation programs, Recent Inactives, Deep Inactives, etc. This can be through a combination of offers, trigger based strategies, customer education series, etc.

- Create a profitable Upgrade, Multi-carding & Supplementary carding strategy to increase share of wallet from existing customers

- Design an effective Retention program to prevent portfolio leakage

- Manage the Rewards program end-to-end, catalogue management, pricing, redemption rate and rewards cost

- Work closely with channel owners such as Telesales, Phone Banking, Net Banking, SMS Banking, etc. to identify new growth opportunities and drive execution of engagement programs

- Interface with Analytics / Mktg / Channels to continuously test new programs, open up new segments, refine target population and oversee profitability of programs

- Managing the fee lines and reversal strategy

KEY DIMENSIONS

Key Customers :

- Interact heavily across various internal functions - such as Sales, Policy, Analytics/BIU, Marketing, Finance, Legal & Compliance, Operations, Phone Banking - as well as external partners and vendors

Key Measurable:

- Increase activation rate - adopt both product & process enablers to achieve this

- Increase revenue per active customer

- Improve retention rate

- Manage rewards cost within budget