Manager, Merchant Portfolio Management

Job Description

Responsibilities

Strategic Planning

• Develop the Bank’s strategic and tactical plans for payments merchant portfolio management and optimisation initiatives. This include initiatives to increase revenue per merchant, product holdings per merchant, activation of dormant customers, proactive churn retention and deepening relationships
• Develop and maintain the standard operating procedures for the merchant portfolio management operations and activities
• Work with the analytics team to conduct merchant cohort analysis to understand their behaviours such as transactional activities, profitability, and seasonality

Portfolio Management

• Transform customer and market insights into actions such as target customer identification, needs-product/solution mapping, preparing campaign/engagement toolkits, and customising commercial offers for execution
• Align with product/business teams to ensure product, marketing, and distribution strategies with our portfolio management plans at the individual merchant and portfolio levels
• Lead and manage a team to proactively manage the Bank’s merchant portfolio to deliver results-driven solutions
• Execute the portfolio customer engagement activities across channels, continuously fine tuning ways to maximise customer engagement via the right channel, right time and right approach
• Perform post execution analysis on what worked, what didn’t, lessons learnt and how could we do better to better improve our subsequent portfolio optimisation initiatives
• Create and maintain weekly, monthly, and quarterly merchant portfolio performance monitoring dashboards based on key performance indicators (KPIs)

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