Developing and implementing account management processes, procedures and policies that can match with the objectives of the SBU
The jobholder is responsible for drawing up and monitoring the department’s budget. Realisation of activities within the agreed budget
Review processes/ standards/procedures and policies based on the customer needs to ensure quality services to customer.
Set, review, implement and monitor card distribution and customer handling KPIs to ensure customers are getting the quality services.
Responsible for maximizing consumer acquisition and assuring card uptake and any and marketing issues
Responsible for identification of marketing and customer education needs as applicable to different segments
Identification of necessary marketing and communication elements to assure payment instrument uptake.
Work closely with MM and ensure proper Float management among Agents
Assure the payment instruments is available on the required level of volume and type, available at every potential pick up or top-up point, as well as making sure customers are aware of its benefits and where to access.
Ensure Customer services through a call center during business hours based on the agreed average wait time
Identify types of distribution points, develop targets for each and deliver payment instruments.
Responsible for developing target segments, engagement strategies and customer acquisition across segments
Responsible for engaging and acquisition of corporate customers
Sets card distribution targets in terms of volume and location/area and follows up the distribution is met accordingly
Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics
Job Requirement
Education
BSc/BA in business administration, marketing or other relevant field
Experience,
A minimum of 10 years of sales related experience out of which two in a leadership capacity
Channel management experience preferably in payments and card industry
Extensive experience of delivery management in complex environments.