Portfolio Head - Credit Cards - BFSI

The role is responsible for driving customer engagement, spends, organic book build & P&L management

A) Customer Lifecycle Management:

1) Early account management: Manage customer on-boarding and early activation through a structured 0-90 days early account management program including welcome calling, email/SMS communication & activation campaigns

2) Spends & Usage:

a.Collaborate with BIU to create behavior base customer segments and run differentiated marketing campaigns on these segments to ensure high customer engagement

b.Build category focused campaigns to drive spends in high stickiness categories like cross border, fuel & bill payments or online spends

3) Campaign management:

a. Work with multiple stakeholders to run customer activation, engagement, retention and cross-sell campaigns

b.Continuously measure and maximize campaign ROI by identifying opportunities of efficiency improvement

4) Retention management:

a.Work with Customer Service to analyze attrition trends and reasons

b.Build customer and channel incentives to ensure minimize attrition

B) Alliances & merchant partnerships:

1) Build alliances with key brands and merchants to create differentiated customer propositions

2) Work with the Marketing team to create focused customer communication to leverage partner offers

C) Revolve, Limit management & Upgrades:

1) Work with Risk Management & BIU to identify opportunities to increase portfolio revolve rates by building unique customer value propositions

2) Collaborate with Policy & BIU team to identify opportunities for ensuring optimal credit limit and product fit for each customer

3) Run customer communication through CVM, CS, FRM & Collection teams and through emails/SMS to ensure customer awareness of offer availability

D) Revenue management & Network relationship:

1) Optimize fee revenue lines and interest revenue through various product level interventions

2) Track business P&L lines regularly to ensure annual budgets are meet and identify opportunities to realize P&L savings

3 Manage network relationship to ensure program compliance and leverage network capabilities to drive customer engagement