Officer Card Issuing at Stanbic Bank

Job Purpose:

To plan, develop and implement the appropriate product and technology solutions for Client Solutions, Card Issuing, Kenya across the entire value chain, including Consumer and High Net Worth, Business & Commercial, Wholesale, Third Parties and Support Areas such as Customer Contact Centers, Operations, Fraud, Collections and Technology, in order to realize and optimize the strategic business objectives.

Product, Growth and Performance:

• Align Card Issuing marketing plans to Client Solutions business intent in order to ensure the delivery of product development on time and within budget.
• Engage with existing and potential alliance partners to identify opportunities for product marketing and revenue growth for the card issuing business.
• Collaborate with key network partners to optimize the portfolio and to ensure that business cases adhere to defined standards and that appropriate controls are applied.
• Lead engagements with value partners, including Technology, Operations, Marketing and other partners across the value measurement matrix to ensure business deliverables are aligned to focus areas and strategic objectives.
• Integrate work streams consisting of internal and external partners across the matrix value chain to ensure stated objectives are achieved as per the business case parameters of schedule and budget.
• Develop analysis and insights reports for Client Solutions Manco in order to enable effective decision-making as it pertains to Card Issuing business.
• Develop and implement the product level strategy in order to contribute and realise the business objectives for the Card Issuing business.
• Perform continuous market and competitor analysis and insights across the Financial Services Card Industry in order to align product development to world class practices.
• Develop and maintain the appropriate customer and product management information services (MIS) in order to understand and track customer and product behaviour and identify opportunities to add value to both the Bank and the customer.
• Meet card issuance sales targets
• Increase active Debit, Credit and Prepaid card usage among clients

People Practices:

• Work closely with other data related areas and teams such as Business Insights team and Data Engineers (Data Reservoir).
• When required, presents to customer-facing staff product features, the rationale for price changes and the introduction of new fees and services.
• Interprets customer, competitor and market segment insights and analytics in order to derive an understanding of customer needs / wants /behaviors to identify opportunities for development of new products.
• Establish and maintain effective relationships with business partners across the entire value chain (Consumer and High Net Worth, Business and Commercial, Wholesale, Third-Parties and Support Areas, including Customer Contact Centers, Operations, Fraud, Collections and Technology, in order to optimize product development and project implementation.
• Work closely with the key support teams in gathering, analysis and prioritization of card solutions

Technology and Architecture:

• Facilitate, support and improve digital solutions planning and development, ensuring customer needs are clearly understood and integrated into the solution.
• Provide continuous feedback and updates to all relevant stakeholders on programme status, progress and incremental benefit realization.
• Act as the change agent to facilitate upcoming changes relating to card modernization projects and ensure readiness of all impacted areas.
• Identify, address and eliminate process-related pain points within the Client Solutions, Card Issuing Function in order to create a culture of continuous improvement, optimize systems and processes and improve customer service to the Bank's clients.
• Perform quality assurance on the work completed by developers and external service providers.
• Design, build and test digital card solutions to ensure alignment with business needs and expectations.

Financial Performance:

• Jointly accountable for the overall product profitability and ROE of the card issuing portfolio.

Improve Efficiencies:

• Assists with the resolution of operational issues and functionality problems on the different products.
• Ensuring the necessary Service Level Agreements are well defined and agreed to and that the service levels are monitored for exceptions and where found, corrective measures are promptly employed.
• Liaise with key stakeholders to improve TAT of Debit, Credit and Prepaid card production at the various delivery hubs