Manager, Card Sales at Fidelity Bank Ghana

About The Job

Job Description
DIMENSIONS  

• Payment Cards Sales Strategy Formulation
• Cards Sales Strategy Implementation
• Product Adoption, Penetration and Utilization across all Retail Segments
• Customer Journey mapping efficiency
• Feedback Voice of Customer experience into Product Design, Product Improvement, Service Delivery etc.

KNOWLEDGE, SKILLS & EXPERIENCE REQUIRED
Knowledge & Qualifications:

• Minimum first degree from a recognized university, master’s degree preferred.
• At least 5 years’ experience in Sales and Business Development in a financial institution
• Experience in managing frontline & product sales.
• Payment Cards products management experience
• Understanding of the Payment Cards technology ecosystem and processes
• Understanding of the Cards user service experience regime is a key requirement.
• Must have good negotiation, persuading and selling skills
• Experience in leading and managing retail sales
• Sound knowledge of general banking law and practices
• Good knowledge of best practices in retail banking industry
• Ability to translate strategy into achievable performance objectives
• Results driven
• Ability to think strategically and logically
• Sharp business acumen
• Good organizational and administrative skills
• Understands E-Banking Cards operations processes & procedures

Technical/ Industry Specific Skills:

• Payment Cards procurement & stock management skills.
• Good knowledge of the cards payments systems and issuer platforms (VISA, Mastercard, GH-Link, E-Zwich etc).
• Skills in driving sales/acquisition and onboarding of E-banking products and services
• Ability to utilize this knowledge to identify business gaps and opportunities in electronic banking ecosystem to enhance product adoption and user experience

Managerial & Leadership Skills:

• Sales Management skills – ability to formulate sales strategy and effectively execute same.
• Negotiation skills - Ability to understand and negotiate win-win collaborative initiatives with inhouse stakeholders i.e. TEB, E-Banking Technology, Customer Experience Units.
• Stakeholder engagement within Retail Banking setting
• Team management skills
• Decision Making skills

Operational Duties:

• Develop strategies and collaborate with market-facing groups to drive the adoption and transaction volumes and value from card products
• Coordinate projects for all Card based products leading to the increase in sign-ons.
• Implement the strategy for Card Products in line with the E Banking Sales unit’s strategic goals and objectives
• Monitor market trends and customer needs, taking into consideration future technology/developments, competitor offerings, operational concerns, and changing regulations
• Ensure the team develops customer training & on-boarding materials/user guides on the differentiated features, functionalities, FAQs and benefits of the Bank’s card products
• Prepare relevant management information reports
• Liaise with SBUs and their marketing teams for joint marketing opportunities.
• Perform activities in compliance with the Bank’s policies, procedures and controls in line with the Bank’s service delivery model.
• Ensure the bank meets industry products developed standards and market share.
• Develop and provide training sessions and materials for branches, SBUs and other units.
• Manage the Visa Debit, Credit and Prepaid Card portfolio in terms of product enhancements and awareness creation for the Bank.
• Prepare Approval papers, Write ups and follow-up for appropriate sign offs for all Card related products.
• Perform other duties as assigned by Head, E Banking Sales

Communication and Relationship Facilitation:

• Must have requisite technical verbal and writing know how required for explaining sales & product concepts and communicating Payment Cards sales strategies.
• Ability to conduct presentations and facilitate business discussions with Branch Network, Sales Teams, Retail Leadership and Executive Management.  

People Management:

• Harmonious and productive supervision of direct reports and engagement of internal stakeholders
• Engagement of Direct Sales Managers / Team Leaders, Branch Managers, Regional Managers, Payment Cards Product Managers, Technology Department, Compliance and Internal Control Unit Managers:
• Identify knowledge gaps of staff and recommend appropriate training to improve Payment Cards growth and Service delivery.

KEY RESULTS AREAS

• Manage team of Cards Officers to drive the sale of Payment Cards to customers across the Retail Business Units and Branch Network sectors countrywide - Ashanti, Northern, Western & Central, South East, South West, Accra East and Accra West.
• Develop SMART measurement metrics, campaigns and policies to stimulate growth of Payment Cards customer base
• Track and monitor the sales & acquisition performance of branch network and direct sales teams and provide requisite sales corrective performance support
• Provide clear visibility on Sales and Utilization trends / performance across Branches & Sales Teams on weekly and monthly basis.
• Collaborate with branch network & direct sales teams to organize sales and field activations
• Work with Data Analytics & TEB to provide weekly reports to the Head, E Banking sales on card sales, penetration and utilization updates.
• Work with TEB, Marketing and Data Analytics to design, implement and drive client utilization/usage schemes or campaigns with the view to improving Cards revenue streams.
• Roll out an efficient Payment Cards issues & complaints remediation framework / structure to proactively resolve or escalate customer issues to the appropriate unit/ department for prompt resolution. Define clear benchmark standards for issues resolution TAT
• Work with TEB Card Products and E-Banking Technology teams to maintain high standards of customer service which includes high platform availability, customer query and complaint management
• Deploy bespoke sales & Service strategy to drive adoption and usage of cards within retail High Net Worth or Prestige customer base.
• Responsible for ensuring efficient management and distribution payment cards stock
• Routine review & incorporation of regulatory and organizational policies and procedures into business unit operational manuals.

Operational Efficiency:

• Embed risk & controls consciousness related to Payment Cards Ecosystem across Retail Banking Units
• Develop and implement tools that would promote Payment Cards operational efficiency

Customer Service:

• In collaboration with the Customer Experience Management, ensure a consistent Cards user experience for all clients across our Cards touch points( ATMs/POS etc).
• Develop and implement a robust service complaint and proactive issues remediation framework to improve service
• Ensure the enforcement of contractual terms around Payment Cards requisition and distribution timelines and processes.

COMMUNICATIONS AND WORKING RELATIONSHIPS

• Divisional Director, Retail Banking
• Head  E-banking Sales
• All Retail Business Heads
• All Business Heads within Support Function departments
• BSSMs, RSSMs and Hub Managers
• Relationship Officers & Managers
• All Staff
• Third Party Payment Cards service providers
• Peers in industry

INFORMATION SECURITY RESPONSIBILITIES

• Abide by the bank’s ISMS (Information Security Management Systems) policies and procedures
• Safeguard the bank’s information assets in accordance with its ISMS policies and procedures.

COMPLIANCE RESPONSIBILITIES

• Take part in all annual mandatory refresher trainings organized by Compliance Unit
• Report all suspicious or fraudulent activities to Internal Controls Unit and Compliance Unit or via whistle-blowing toll-free line.