Manager, Card Sales - Fidelity Bank

JOB PURPOSE

To lead and deliver a comprehensive card sales strategy aimed at increasing revenue from services, online/POS/ATM usage and patronage from our cardholders and agents 

DIMENSIONS

• Market growth rate (contributions by alliances and partnerships) 
• Growth rates by product
• Delivery of revenue and cost budgets
• Customer experience measured by performance level metrics 

KNOWLEDGE, SKILLS & EXPERIENCE REQUIRED

Knowledge And Qualifications

• Bachelor's degree from a recognized university in Accounting, Finance or Business
• Professional business qualification is desirable
• Minimum of five (5) years of business development/sales experience of electronic banking products and services to mid-size, large and multinational companies

Technical/ Industry Specific

• Has a conceptual understanding of business mission and strategy, as well as the performance implications of this strategy with regard to market success
• Knows and understands the best operating practices specific to the business 
• Leading edge experience with setting up and running fully integrated systems and products for large-scale businesses, particularly in the financial services sector
• Demonstrated ability to interpret technology and market trends as a foundation for technology and product roadmaps
• Strong domain expertise in card business, specifically related to secure transaction processing & competitive positioning

Managerial

• Relationship management principles and practice
• Team goal structuring and planning skills, group dynamics and team building skills
• Experience in high level management

Specialist Knowledge

• Good knowledge and understanding of banking financial services mechanisms and the entire range of products and services useful to corporate organizations, with knowledge of their mechanisms, client benefits, limitations, profitability to the bank, and value in developing strategically long term business relationships
• Ability to utilize this knowledge to identify cross selling opportunities 

Communication and Relationship Facilitation

• Must have clear verbal and writing ability required for explaining and interpreting financial data and business information. Ability to motivate plans and tactics, business cases, options, benefits and systems/operational issues at executive level
• Ability to analyze and communicate research findings/management information data to others
• Ability to conduct presentations and negotiating business cases in-group forums
• Ability to foster effective working relationships with internal and external contacts
• Ability to communicate and influence others to arrive at a mutually agreeable solution or position

Personal Attributes

• Must have a conceptual understanding of strategic business plans and performance trends. Understand how performance management and development systems can be enhanced, packaged, leveraged to convert human potential into improved performance and capability
• Applies business acumen and technical financial skill to the overall management of the performance management and development platforms
• Is able to parallel process and manage several interacting projects, pacing them in relation to one another in terms of resourcing and time. Trade-offs need to be made between processes, tasks and technology to maintain progress in a dynamic and fluid work context
• Excellent quantitative and qualitative skills (i.e., strong analytical ability)

KEY RESULT AREAS

Finance & Business

• Work closely with branch teams and business units to develop new opportunities and generate revenue from the sale of card products and services to customers and prospects of the bank
• Manage client profitability and delivery of specific revenue targets within acceptable risk parameters
• Support the optimal availability of cards to facilitate the achievement of volume, revenue and profit targets
• Drive sales of all card products by extending offering, enriching functionality and creating a market leading positioning
• Directly manage delivery and product management capability for clients with ownership of all associated budgets
• Drive end to end card sales with emphasis on optimum new to bank penetration.
• Generate the targeted amount of new business revenues in a given year

Strategy & Markets

• Actively champion development and preparation of strategies for cards sales
• Develop and execute strategies to cross sell card related bank products, deepen existing wallet, expand customer relationships as well as retain customers in liaison with Relationship Managers
• Drive adoption of the Payments strategy and execution aligned with the organizational strategy based on customer segmentation and product strategies
• Support activities that ensure current operations, practices and processes are in alignment with corporate objectives and best practices
• Establish strong business relationships with the largest card clients and constantly implement changes through product/service innovation to retain and preserve the relationship, increase revenues and prevent attrition
• Support customer focused initiatives for the card business
• Be abreast with new market development and recommend appropriate strategies to ensure the Bank remains a market leader at all times.
• Continuously track card sales performance across the channel and work with the relevant segments to close identified gaps.

Operational Excellence

• Support schemes and road-shows for establishing market presence with emphasis on broadening the geographic scope of the Bank’s cards activities
• Liaise with all stakeholders to rollout new card products/solutions and finalize related documentation/structures
• Responsible for implementing cards marketing campaigns aimed at maximizing ROI
• Closely monitor technology, market developments and competitor offerings and update business regularly
• Responsible for formulation, drafting and approval process of Business Requirement Documents for cards
• Maintains knowledge of internal and external resources to mitigate disruption of services to customers
• Constantly review card offerings for enhancements to consistently meet business goals, competitive pressures and revenue opportunities
• Escalate identified risk in accordance with internal governance and controls and ensure adherence to the business continuity plan and incident management
• Ensure minimal fraud incidence and sensitize stakeholders of fraud activities/statistics as it relates to function
• Monitor and support continuous availability of card consumables
• Liaise with all internal teams to track and respond to customer queries/complaint and support investigations on card related transactions
• Effective vendor and scheme relationship management aimed at ensuring the growth of the card business.
• Ensure the card business remains compliant with all schemes and regulatory mandates.

Service and Quality

• Maintain a professional attitude in building customer confidence and trust
• Constantly seek ways to contribute and improve upon the bank's quality objectives and the quality management systems as applicable to cards sales
• Drive service & productivity to meet service delivery standards while always adhering to the highest compliance and regulatory requirements
• Provide friendly and efficient service to clients ensuring timely response to all queries and post sales activities that deliver the promised solutions in a professional manner
• Own the customer feedback and resolution of complaints process for the banks cards services
• Work with Brands and Corporate Communications (BCC) to ensure that effective Paid Media and content strategies are in place to drive cards utilization
• Ensure quality records are kept and timely card product MIS is provided on periodic basis to help in decision making.  
• Ensure the submission of internal and regulatory periodic reports for cards sales
• Support training efforts as new processes and systems are implemented in liaison with HR to ensure company employees are trained on proper use and troubleshooting techniques
• Participate in periodic meetings internal and external
• Perform other duties as assigned by supervisor

Service Delivery

• Understands the implications of substandard delivery of the role
• Ensure 100% availability of the service and sales support team
• Identify barriers to business development that emanate from sales and service delivery dissatisfaction, and develop strategies to overcome these problems with the relevant members of the team and the client
• Ensure that client confidence is supported by solid delivery of expected benefits, such as cost efficient finance, improved efficiency of financial administration, and reliability of required service standards

People Management

• Coach direct reports in all aspects of their work and ensure that the team communication is open and ongoing