RB - Cards:Customer Service and Experience - Manager

Merchant acquisition business (MAB) is one of the most competitive and evolving businesses in the financial services space. Achievement of leadership on MAB is key to gain strategic advantage as a bank, as it serves as a hook to on-board merchants while taking the entire bank to them, with products such as CA, loans, loans, insurance, etc.

Axis is the 4 th largest in the cards industry and is one of the fastest growing cards business in the industry. Cards product works closely with other critical functions like sales, risk, alliances, operations, marketing & IT to ensure seamless delivery of services to our customers.

We are looking for a product manager for an affluent credit card who will be responsible for product management, P&L of the portfolio, and creation of customer value by developing value proposition and driving acquisition and usage campaigns on the portfolio. The role will also entail new product development and launch which will require building product proposition from ground up, developing the go to market and marketing strategy, product setup and finally the product launch into the market.

This is a Junior management level position responsible for development of product plans, strategies, and portfolio strategies for affluent customers. The role will require liaising with multiple stakeholders (both internal and external) for building and managing partnerships and support vendors providing feature solutions to the affluent cards business.

Understanding customer needs in the affluent space, and identifying opportunities to drive growth and enhance customer experience.

Product portfolio management activities including portfolio review, driving activation, activity & spends on the portfolio along with risk management.

New product development which would mean end to end management of the launch starting from product creation to finally launching it in the market

Competitive benchmarking of the best in-class products/ programs globally. Advise and provide insights and recommendations on innovative and strategic product development, product targeting and lifecycle management.

Partner Management by driving engagement with feature partners to create value for customer, generate new opportunities for acquisition and manage relationship with the feature partners.

Conceptualizing & executing tactical promotions and offers to build engagement and drive acquisition and usage on the portfolio.

Working closely with operations, technology and support channels to design processes that enhance customer experience and deliver the product promise to the customer

Support RMs and branch staff to address immediate customer queries and complaints.

Optimal qualification for success on the job is:

Graduation

Post - Graduation

For successful execution of the job, a candidate should possess the following:

Knowledge

-- Knowledge of relevant IT systems including NDS, Finacle etc

-- Knowledge of pricing financial products)

Skills

(e.g Good communication (both verbal & written) and inter-personal skills

- Strong Excel and database manipulation skills, financial and statistical analysis skills)

Abilities

(e.g Ability to work effectively across functions and demonstrated ability to coach and mentor others

-- Ability to manage risk and uncertainty for self and team within a dynamic priority-setting environment

-- Ability to prioritize and make decisions in a fast-paced environment

-- Ability to work as a part of team and contribute towards team goals

-- Ability to manage multiple tasks/projects and deadlines simultaneously

-- Ability to conceptualize and implement competent marketing strategies with a view to penetrate new accounts)