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.

Key Accountabilities (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.

NCBA Bank Values

Value Summary

• Driven Passionate, innovative, and willing to take bold decisions while embracing continuous improvement and growth.
• Open Honest, transparent, inclusive, and respectful in all interactions with customers and colleagues.
• Responsive Proactive, customer-focused, and committed to delivering timely and effective solutions.
• Trusted Demonstrates integrity, accountability, reliability, and ethical conduct in all responsibilities.

Ideal Job Competencies

Category Summary

• Banking Strong knowledge of banking products, card operations, systems, and internal policies.
• Leadership Ability to support cross-functional stakeholders and partners through data-driven decision-making and timely execution of initiatives.
• Customer Management Skilled in translating customer insights into practical product, service, and process improvements.

Behavioural Competencies

Category Summary

• Emotional Intelligence Demonstrates self-awareness, emotional control, and professionalism in interactions and decision-making.
• Social and Cross-cultural Awareness Works effectively and ethically with diverse stakeholders while respecting social and cultural differences.
• Agile Adaptable and responsive to changing priorities, opportunities, and business needs.

Job Dimensions

Reporting Relationships:

Category Summary

• Direct Reports None
• Indirect Reports Functional oversight of card operations and related activities.

Stakeholder Management:

Internal: Collaboration with Card Operations, Sales, Digital Banking, Branch Network, Corporate Banking, Customer Experience, Risk, Fraud, Compliance, Finance, and IT teams.

External: Engagement with card schemes, processors, personalization bureaus, technology vendors, and courier partners to support card operations and service delivery.

Decision Making Authority /Mandates/Constraints

Level Summary

• Strategic Recommends card issuing strategies, product enhancements, process improvements, pricing, and customer experience initiatives.
• Managerial Coordinates cross-functional stakeholders and manages delivery of card launches and enhancements within delegated authority.
• Operational Oversees daily card issuing workflows, customer escalations, and service recovery within approved policies.

Work cycle and impact:

Time Horizon Summary

• Above 1 year Supports long-term card issuing strategy, scalability, and portfolio health.
• 6 – 12 months Executes annual card roadmap, product enhancements, and customer experience initiatives.
• 1 – 3 months Supports product launches, pricing updates, stakeholder engagement, and process improvements.
• Short-term Monitors issuance performance, customer feedback, and issue resolution activities.

NCBA Bank Core Value Behaviours

• Building Organizational Talent Intermediate
• Building Trust Intermediate
• Business Savy Intermediate
• Coaching & Developing Others Intermediate
• Driving for Results Intermediate
• Empowerment & Delegation Intermediate
• Fostering Collaboration Intermediate
• Openness Intermediate
• Responsiveness Intermediate
• Selling the Vision Intermediate

• 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
• 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
• 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
• 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

• Strong understanding of card issuing lifecycle, schemes, risk, and operational processes
• Experience in product launches, policy management, pricing reviews, stakeholder engagement, and execution
• Analytical capability
• Strong customer and commercial orientation
• Strong knowledge of banking products, card operations, systems, and internal policies
• Ability to support cross-functional stakeholders and partners through data-driven decision-making and timely execution of initiatives
• Skilled in translating customer insights into practical product, service, and process improvements
• Demonstrates self-awareness, emotional control, and professionalism in interactions and decision-making
• Works effectively and ethically with diverse stakeholders while respecting social and cultural differences
• Adaptable and responsive to changing priorities, opportunities, and business needs

• Bachelor’s degree from a recognized university
• Master’s degree in Strategic Management, Business Administration, or a related field is an added advantage