Head of Cards Portfolio Management
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Key Accountabilities:
1. Ensure dissemination of Cards Portfolio Management policy and procedures to ensure efficient and effective performance of responsibilities.
2. Assist the Head in managing Department activities and operations.
3. Participate with the Head in identifying annual KPIs and work time plan (annual & quarterly), and monitor their fulfillment, ensuring continuous assessment and improvement of the efficiency and effectiveness to ensure efficient resource utilization.
4. Lead team members to fulfill identified KPIs by ensuring well-defined and timely responsibilities for each member, providing specific and productive feedback on performance to increase team competence and motivation.
5. Evaluate the work performance of staff within the Cards Portfolio Management function, determine work assignment, and provide advice to staff on the most difficult or complex cases.
6. Ensure knowledge transfer between team members through the implementation of the on-the-job training.
7. Enforce the professional development of the team by recommending training programs and professional development programs for employees to raise the level of efficiency and professionalism.
8. Assess and improve the efficiency and effectiveness of the Cards Portfolio Management function's workflow to ensure smooth operations.
9. Maintain sound networking, effective cooperation, and coordination with different Bank functions to improve service levels and ensure excellent interactive teamwork as well as corporate governance.
10. Assist Head of Cards Issuing Business in ensuring prompt and well-structured communication to Top Management, Control Functions, involved stakeholders & regulatory bodies as appropriate and in accordance with requirements.
11. Prepare RSCA quarterly samples and ensure proper incident reporting is prepared to ensure RCSA compliance.
12. Provide periodical analytical reports according to the identified time frame.
13. Set KPIs, performance targets, and risk appetite for the cards portfolio.
14. Define the overall strategy for portfolio growth, customer engagement, and retention.
15. Define the overarching strategy for card utilization growth through lifecycle and behavioral campaigns.
16. Lead the cards business portfolio analysis, including metrics such as card usage, spending, acquisition and attrition.
17. Lead advanced analysis to forecast long-term effects of promotional strategies on cardholder behavior and portfolio health.
18. Present portfolio performance and strategic insights to senior leadership.
19. Track portfolio performance and follow-up on delinquent segments and accounts to mitigate any potential risks.
20. Evaluate long-term impact of loyalty programs on portfolio health and customer lifetime value.
21. Monitor portfolio-level trends in card suspensions and drive strategic interventions to minimize recurrence.
22. Oversee monthly fee calculations for electronic and paper statements, ensuring accuracy and compliance.
23. Ensure spending limits for debit and covered cards are competitive after analyzing the market for both domestic and international transactions.
24. Review consolidated insights, challenge assumptions, and present findings to management and stakeholders to influence strategy and policy.
25. Participate in the development of policies, procedures and manuals for the area in coordination with the Internal Regulation team, ensuring full compliance with CBE circulars and ADIB internal policies.
26. Oversee related User Acceptance Testing (UAT) and review the results to ensure correct implementation.
27. Supervise and ensure the proper handling and resolution of complaints in cooperation with Consumer Rights Protection – Compliance & Governance, adhering to established policies, procedures and SLAs.
Qualifications & Experience:
Job ID: 151842693
