Portfolio Manager - Credit Card Product - Bank

The role holder will be responsible for New Credit Card onboarding, Engagement with Sales team, Cross-Sell among new customers, Enhanced Customer experience, Customer engagement drive through Campaigns, Sales Support, Digital Processes to improve Credit Card KPI, working closely with Marketing, Data analytics and Policy teams.

SECTION III: KEY RESPONSIBILITIES/ ACCOUNTABILITIES

Strategic/Managerial Responsibilities :

New Credit Card Onboarding :

- Ensures smooth onboarding experience by tracking Card delivery /RTO rates

- Drives PIN Generation and Card activation in new Portfolio.

- Maintains onboarding collaterals, Welcome kit, Usage Guide and executes onboarding campaigns

Engagement with Sales Team :

- Closely works with Sales team to ensure right carding and improving the quality of customers.

- Ensures dissemination of eligible sourcing base to the Sales Team

- Monitors Sales Performance in terms of Card volume, Product Mix, Pricing Mix and Sales quality

- Evaluating existing market offerings via competitive benchmarking

- Timely checks with respective stake holders to ensure their respective Product information/Campaigns/Offer details are correctly updated

- Provides regular training and support to the Sales Team

Cross Sell among New Customers :

- Drive outbound Welcome Calling of new customers to help in card activation as well as adoption of cross-sell products.

- Sets up periodic meetings with the Sales/Call Centre team for improvement in Cross -Sell penetration

Customer Engagement :

- Analyzes product performance metrics such as activation, retail spends, etc to asses improvement opportunities.

- Executes Curing/Alliance campaign to drive activation, usage and revenue generation.

- Analyzes campaign results for learning, ensures that customer committed fulfillment timelines are adhered

- Updates team on awareness of the Competition & their strategy

- Conducts Periodic reviews of product and processes

Enhanced Customer Experience:

- Monitors the Call Centre services for better customer experience.

- Engages with multiple stakeholders to ensure incremental volumes, better product features and delivering a positive customer experience

- Ensures Complaints management resulting into higher customer satisfaction