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30 Jan 2020

Head of Card Business at Zormelo & Associates

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  1. Team Management

Overall management of the various functions within Card Services including Branch Network, External Customer Relations and Merchant Relations

• Plan and review staffing requirements to match service needs on on-going basis.

  • Lead, motivate, coach and develop high performing Card Business staff and monitor performance against standards/targets and provide feedback to staff
  1. Card Business Production

• Ensure the timely production and distribution of Cards to respective branches, while ensuring the security and risk exposure of the Cards are minimized. Services provided by Card Business Department are to be delivered in accordance with agreed service standards.

  • Ensure the timely installation of terminals to merchants’ locations with appropriate training
  1. Card Business Monitoring

• Put in place and maintain card business dashboard [KPI, KRI and P&L]

  • Organize and lead a transversal Card Business committee to review dashboard, decide on and follow up required actions with all stakeholders [Retail, GTB, Marketing, DPO, Risks, Compliance, …]
  • Introduce and maintain customer service standards to retain merchants’ and cardholders’ bases and expand by ensuring service provided is appropriate and taking prompt action to rectify problems/queries
  • Manage the relationship between SGGH and card schemes i.e. Visa, mastercard and GhIPSS on behalf of the bank within the country.
  1. Card Business Development

• Participate in new product development in conjunction with Marketing, Retail, GTB and DPO departments by providing expertise

  • Provide support to Marketing department to launch and monitor cardholder marketing campaigns based on analysis to predict and test product usage

      Method of Application

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