Job Summary
This role is responsible for driving retail business performance and growth by leveraging customer data, analytics, and marketing strategies. It involves monitoring retail product performance, designing and executing cross-sell campaigns, and supporting automation and digitization initiatives to enhance efficiency and customer experience. The role also includes developing advanced reporting and analytics, collaborating with credit and sales teams to manage portfolio quality, and providing actionable insights for business growth and profit optimization while maintaining a high-quality asset book.
Key Accountabilities
I. Portfolio Management
- Analyze sourcing mix, approval rates, and new asset originations to identify segment-level concentrations and portfolio quality.
- Identify growth opportunities within the existing retail customer base and provide actionable insights to support acquisition strategies.
- Collaborate with Credit Risk teams to optimize exposure across retail products, including Credit Cards, Personal Loans, Vehicle Loans, and others.
- Monitor early delinquency trends, particularly within premium segments, and coordinate with RMs and channels to manage collections and prevent NPL escalation.
- Support the development of retail product programs and marketing campaigns using data analytics and market intelligence.
- Continuously improve customer data quality across the banking lifecycle.
II. Campaign Strategy and Execution
- Partner with IT and CBIU teams to develop systems tracking customer profile and demographic changes to identify new business opportunities and proactively manage credit risk.
- Design, implement, and measure cross-sell and marketing campaigns across retail products, with a focus on Vehicle Loans and measurable outcomes.
- Coordinate with Ministries, QCB, and internal stakeholders for approvals and compliance with new campaigns.
- Support implementation of data-driven pre-approved limits for all eligible customers.
- Contribute to the bank's long-term strategy of a fully digitized credit granting process.
- Develop Champion/Challenger strategies to test new customer segments and business opportunities.
III. Analytics and Reporting
- Conduct detailed performance analysis of retail products and present findings to line managers and business heads.
- Enhance existing MIS reporting and design additional ad hoc reports to meet business requirements.
- Develop new MIS tools, models, and recommendations to support growth strategies and profit optimization.
Other Accountabilities
IV. Continuous Improvement and Team Leadership
- Ensure accuracy and effectiveness in ongoing operations, automation, and digitization processes to improve turnaround time and client experience.
- Supervise, coach, and provide constructive feedback to team members, fostering development and operational efficiency.
- Identify and implement process improvements to enhance customer satisfaction and business performance.
V. Compliance and Governance
- Lead compliance activities and implement escalation procedures for policy breaches, key risks, and control gaps.
- Provide training, guidance, and backup planning for the team.
- Ensure adherence to SLAs, governance standards, and audit findings.
- Streamline workflow procedures to maintain operational efficiency.
VI. Additional
- Monitor customer acquisition and attrition trends to understand the impact of product offering and competition.
- Support in the review of Retail Banking Retention process and engage with customers or other product team to design & offer counter offers for retention.
Key Interactions
Competencies
- Attention to Detail
- Analytical Skills
- Decision Making/Judgment
- Integrity/Ethics
- Communication
Skills
- Artificial Intelligence
- Data Analysis
- Oral/Written Communications
- Process Automation
- Confidentiality
- Risk Assessment
Education
- Bachelor degree or equivalent
