• Stakeholder Management
• Effectively involve co-workers and stakeholders in various operational and specialized areas for efficient and effective problem resolution within a team atmosphere.
•  Effective stakeholder engagement to ensure smooth running of the product. Including Operations, IT, Retail Branches, CCC, Helpdesk, Credit, Segments, Corporate Banking and Private Wealth.
• Continuous engagement with Card Associations specifically Visa to understand and become knowledgeable on Value Added Services and reward programs for card products whenever available or requesting for possibilities on card portfolio growth.  

2.     Revenue Growth

• Revenue assurance on all Credit card, Debit Card, and POS income lines.
• Grow the profitability of the Credit Card, Debit card and Fuel Card functionality thereof across all applicable channels through proactive product initiatives and support to the branch network, segments, and other applicable functional areas.
• Manage the pricing on all Card Issuing products through effective profitability model management, performance analysis to review the product margins.
• Analyse Competitor offerings to evaluate how we can offer a competitive product to our customers without making losses.
• Identify opportunities and strategically plan when campaigns can be launched to increase card usage and hence enhance the main income streams – interest and interchange.

• Monitor and manage all Card Issuing products Sales policies, procedures, and guidelines.
• Monitor and manage the Sales Strategies for the Card Channels in Bank Windhoek.
• Monitor and manage an effective Card Issuing Products portfolio structure in the branches.
• Monitor and manage annual Card monthly management fee increases for Debit Cards and Credit Cards (see if it is correctly applied in the core banking system and communicated to Branches).
• Monitor and manage revenue leakage on Card Charges.
• Monitor the non-interest income per Card Product.
•  Monitor the transactional insights per Card Product.
• Monitor PCI DSS Compliance for Bank Windhoek regarding People and Proces.
•   Monitor of the correct usage and client segments regarding the different Card Channel streams.
•  Effective administration and actioning on the applicable Reports.
• Monitor that the correct Audit is applied as per log report for Branch Assessments on Card Data security.

4.     Cards Process Monitoring and Updates

•  Provide expert advice to various business units on card management processes.
•  Responsible for compiling and reviewing of Card Procedure Manual and ensuring communication thereof to the business.
• Updating and aligning all card related application forms with enhancements on projects and/or Card Management Tools.

 5.     Card Support Services

Responsible for the roll out of new card services to the retail business. 

• Ensure that all Bank Windhoek Card Related Training Material is updated and aligned with enhancements on projects and/or Card Management/Office Tool.
•  Ensure that Card Manuals are updated continuously with Visa best practices.

 6.     Reporting and Data Quality Management

• Aligning project deliverables to operational and/or Data Quality availability of reports to assist retail branches and support services to achieve operational excellence.

 7.     Support

• Provide support for Customer Contact Centre card-related queries.
•  Provide support for Retail Branches on card related queries.
• Provide support for Card Issuing and Acquiring Departments ito Marketing and Operational changes that can occur (alignment).
• Provide support directly to Bank Windhoek Clients on card related queries.
• Liaison between VISA CEMEA representative and Key Stakeholders for continuous knowledge base sharing on all card related Value-Added Services and Features, including Reward Programs.

 8.     Customer Centricity

• Actively seeks ways to propose and implement actions to improve client service levels for Bank Windhoek .
• Ensuring that product brochures and posters are effectively displayed in branches for customers to have all the required knowledge.
• Ensuring 100% query resolution within the agreed SLA with all stakeholders.
• Closely monitor the channels’ performance, perform root cause analysis and conduct remedial training to the stakeholders with a view of increasing credit cards recruitment and awareness.

 9.     Governance and Risk

• Manage card risk through effective training of staff and deliberate customer and merchant awareness activities.
• Providing business input into credit risk policies and strategies
• MAS quarterly report analysis
• Constant updating of all customer publications in line with the Bank’s guidelines
• Constant updating and informing of all industry publications in line with the Payments Association of Namibia
• Ensure that all new cards and acquiring initiatives and projects are driven through the right governance procedures and ensure quality Business Cases are produced.

 10.     Marketing

•  Ensure that all content is correct for all newly printed marketing material.
• Ensure that all existing material is updated with new product features and benefits.
• Ensure that Intranet and Internet content is correct for card related information.
• Continuously doing research for ways and means to educate and improve client engagement about information for usage.

2.     Human Resource

•  Responsible for own career and personal development. 

Experience/Knowledge & Skills

·        At least a minimum of 5 years’ experience in a Card Channels or marketing related environment

·        Knowledge of the Bank’s Digital Channel, products and services and those provided by the competitors

·        Skill in analyzing and evaluating financial information.

·        Planning and organizing skills

·        Strong analytical and problem solving skills

·        Negotiation skills

·        Computer Literacy with sound working knowledge of MS Office, Power Point, Word and Excel.

·        Basic Postilion Front End User Knowledge 

QUALIFICATION

·        Grade 12

·        Relevant experience in advanced Digital Channels sales environment

·        PASA Certification, will be an added advantage*

·        VISA Related Certfication or Training will be an added advantage*

·        5 year Card Operations Experience

·        5 year Retail Product  Knowledge Experience

·        5 year Retail Banking Experience