Deputy Vice President - Activation Retention Cross Border spends & CLIP

Role Purpose: Responsible for planning and executing the following components of portfolio management, namely Onboarding, Early Activation, Retention, Authorization, Cross border spends

Role Accountability:

• Plan & implement onboarding & retention strategy, ensuring that requisite SLAs are met by Customer Service and outbound calling teams
• Launch early activation programs to increase first swipe on the card (Separate action plan for early activation for Shikhar accounts)
• Monitor New sourcing inflow to identify potential issues/aberrations and flag them for appropriate remedial action
• Determine the pool of customers to reach out for win back calling and ensure re-carding in a time bound manner
• Develop and implement strategies for improving claw back of authorization decline spends
• Plan and execute cross border spends increase campaigns
• Plan and implement credit line increase programs across calling and self service channels
• Lead implementation of authorization rate improvement initiatives, such as RBI switch relates usage guidelines and other such initiatives
• Work with IT to implement all strategies and regulatory changes within assigned area in the system
• Ensure process documentation and compliance adherence

Measures of Success:

• Voluntary Attrition nos. as per plan
• Early activation rates & spends / account as per plan
• Onboarding numbers as per plan
• Cross border Active rate
• Cross Border spends
• Cross Border Auth rate improvement %
• Customer Winback %
• Spends Claw back %
• Number of Credit Line Increase (CHS #)
• Process adherence as per MOU

Technical Skills / Experience / Certifications

• Spends Category Understanding
• Good knowledge on Consumer and Competition behavior and Credit Card Market Dynamics
• Prior knowledge of alliances and partnerships
• Prior knowledge of retention and activation preferred

Competencies critical to the role

• Planning & Organizing
• Analytical Ability
• Negotiation & Influencing
• Innovation & Problem Solving

Qualification: MBA /PGDBM in Marketing or any other relevant discipline

Preferred Industry: Payment Card Industry, Telecom, Retail