Augustine Ekhaisomie Idaewor

Work History

Head Credit

ACCESS BANK PLC

Lagos

09.2022 - 08.2023

Develop and implement a credit card Issuer business strategy to meet Net profit goal
Responsible for developing Marketing strategy, product value propositions, pricing & positioning for the range of Credit Card products
Work with Advertising and PR agencies to ensure visibility and positioning of Brand & products
Responsible for product design, packaging, communication, promotions and customer insights
Spearhead Co-brand & affinity programs to enhance market share
Responsible for Activation, Usage & retention programs
Develop & implement programs for increasing card spends & improving the % of revolvers
Increase penetration of sub products and cross sell products with a view to enhancing profitability
Develop Consumer Product Program with Retail Credit Head covering all aspects of the credit cycle- Product Program, credit acquisition, a/c maintenance, Portfolio Management & MIS, Collections & write off
Responsible for sales from all channels including DSA, Direct Marketing, cross selling, Branches, MGM, Pre-embossed
Work closely with direct banking unit to ensure customer satisfaction & timely resolution of customer complaints
Interface with Card Brands -Visa & Mastercard & American Express (Amex) to ensure compliance, remain conversant with emerging trends and to leverage relationship to the Bank’s advantage
Work closely with Operations, Technology in providing a seamless card product through third party vendor.

Head Credit Cards

FIRST CITY MONUMENT BANK PLC

Lagos

07.2019 - 08.2022

Managed the marketing and financial budget for credit card business
Designed and introduced new products that brought value to Sales/acquisition and the Cards Portfolio
Responsible for reviewing product policies and recommending changes based on risk reward analysis
Monitored the market product offering, pricing and country situation, as to act or react to any demand, opportunity or change in the market or country
Responsible for the schedule of credit card fees and charges and recommending pricing changes to optimize revenue and manage customer impact
Portfolio:
Managed the existing customer base by devising strategies to engage, grow and retain profitable customers
Plan and execute a comprehensive set of portfolio tools to achieve targets on spend, activation, cross sell and attrition
Appropriately segment customers and provide targeted offers to build loyalty like credit limit increases, skip payments etc
Responsible for reviewing policies pertaining to existing customers and recommending changes based on revenue and market analysis
Partnership:
Developed and serviced strategic relationships with Merchants to build a unique product proposition based on the requirements of each card type - day to day value, entertainment, lifestyle etc
Signed up tactical partnerships on key spend categories; spend campaigns, seasonal and festive requirements to build the value proposition
Created merchant alliances to source credit card customers
Other activities / tasks:
Developed low cost alternate channels for sourcing new customers
Developed Lead Generation Programs through effective Micro Marketing and Direct
Marketing
Developed pre-approved programs to source from select databases
Initiated cross sell initiatives to liability customers through pre-embossed programs
Initiated and implemented the International Card Programs
Developed product papers and “go to market” plans for credit/prefunded cards and facilitate approvals
Liaised with corporate communications unit for product launch and promotional campaigns
Managed, tracked and reported card product performance
Worked closely with technical, sales, marketing and support teams to ensure revenue and customer satisfaction goals are met on card product
Develop Promo to boost Card activation and Usage
Track and manage issue log of the current challenges being faced in the use of cards products
Partnered with relevant stake holders which include personalization bureau, switching company etc to design, implement and automate processes and system for product delivery and improvement
Anchored sales team training and product awareness campaigns.

Lead

FIRST CITY MONUMENT BANK PLC

Lagos

06.2012 - 06.2019

Managed a comprehensive 5 phase sales process that begins with Cold Call / Email Offer
Increased sales and credit card base from 900 to 20,000 in 6 months
Sold Credit Cards to Business Travelers, Tourists, Professional, Priority Customers and Civil Servants
Plan and conduct consumer seminar and participate in tradeshows, cluster-sales and industry conventions
Dealing with customer enquiries face to face, over the phone or email

Customer Experience and Help Desk Manager

FIRST CITY MONUMENT BANK PLC

Lagos

01.2011 - 05.2012

Analyzed reports detailing service metrics and redesigned practices to eliminate service bottlenecks and eliminate several common customer concerns
Root out inefficiencies, incorrect procedures and detrimental practices to turn around failing customer base
Developed and implemented strategies to increase customer loyalty through proactive surveys and online/social media engagement
Developed a customer “reward program” to drive up product sales, usage and improve customer experience
Responding to issues such as service inquiries, problem resolution, and retaining accounts
Handling customer escalations and all customer relations issues
Managing customer expectations.

Card Portfolio Manager (MIS officer)

FIRST CITY MONUMENT BANK PLC

Lagos

08.2010 - 12.2010

Improved our cardholders’ experience by implementing different product initiatives to drive card activation, transactions/usage and grow portfolio size in assigned card type/segment
Ensure proper segmentation of the entire card portfolio
Data mining, analysis, reviews and reporting
Involved in Periodic evaluation of the entire card portfolio to identify big card spenders/depositors and profiling such cardholders to identify their segments, and expand our reach via cross sell to other customers of the bank in that segment who are not cardholders but have accounts
Partnered with internal stakeholders to design and implement automate processes for product delivery to enrich our total customer experience in the assigned card segment
Built a credible and up-to-date database of all cardholders in the bank.

Funds Transfer Officer

INTERCONTINENTAL BANK PLC

Ontisha

11.2008 - 12.2009

Adherence to TAT on transaction processes
Ensured error rates always fall within the bank’s policy of 0.02% monthly
Ensured timely report on draft account and efficient stale draft account management
GL proof and reconciliation
Fraud prevention
Acted as a Western Union payment FLA, Auto-Reg agent, FX transfer officer, etransact agent.

Customer Service Officer

INTERCONTINENTAL BANK PLC

Onitsha

01.2008 - 11.2008

Of Customer’s/Bank Relationship
Attending to customer’s enquires and requests promptly
Account opening and short card Issuance TAT

Summary

Overview

Work History

Head Credit

Head Credit Cards

Lead

Customer Experience and Help Desk Manager

Card Portfolio Manager (MIS officer)

Funds Transfer Officer

Customer Service Officer

Education

MBA - Finance And Investment

Bachelor of Science Degree - Computer Science

Skills

Accomplishments

Timeline

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