Card Issuing Manager- Retail Products Job NCBA, Nairobi, Kenya
Job Purpose Statement
Responsible for the card products launch, optimization, and growth (Debit, Credit, and Prepaid) while ensuring that card products are competitively positioned, customer-centric, profitable, and operationally sound.
Duties and Responsibilities
Financial 40%
- Drive card portfolio profitability through product enhancements, pricing reviews, and cost–benefit assessments
- Drive card revenue lines for profitability.
- Identify opportunities to increase card usage, activation, spend, and lifecycle value
- Recommend initiatives to reduce voluntary attrition and improve portfolio health
- Identify new card usage opportunities and design programs to drive incremental revenue
- Ensure efficient utilization of issuance‑related budgets and vendor costs
Internal business processes 20%
- Manage the launch of card projects and enhancements within approved timelines and budgets
- Streamline card policies, pricing updates, and operational processes
- Develop efficient and controlled card onboarding and issuance processes to mitigate fraud in collaboration with Risk, Fraud, and Operations
- Ensure compliance with card scheme rules, regulatory requirements, and internal policies
- Work with Card Operations and IT to ensure accurate system setup and issuance readiness
Customer 20%
- Review customer experience feedback and assess alignment between product positioning and actual customer experience
- Participate in customer surveys and ensure achievement of targeted CX metrics (NPS, CSAT)
- Champion customer‑centric product design through retrospective studies and feedback analysis
- Work with Customer Experience, Branch Banking, and Sales teams to resolve card‑related customer issues within agreed SLAs
- Ensure seamless and consistent card journeys across all channels
Learning and growth 20%
- Drive a culture of innovation, ownership, and continuous improvement in card issuing
- Strengthening stakeholder relationships across the bank to support effective execution of card initiatives
- Continuously build expertise in card products, market trends, and emerging issuing solutions
- Positively influence cross‑functional teams to deliver strategic card initiatives
Job Specifications
- Academic Qualifications: Bachelor’s degree from a recognized university required. A Master’s degree in Strategic Management, Business Administration, or a related field is an added advantage.
- Professional Qualifications: Strong understanding of card issuing lifecycle, schemes, risk, and operational processes with experience in product launches, policy management, pricing reviews, stakeholder engagement, and execution. Demonstrates analytical capability with strong customer and commercial orientation.
- Desired Work Experience: Minimum 5–7 years’ experience in Card Products, Card Issuing, Payments, or Product Management within the financial services sector.
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