Augustine Ekhaisomie Idaewor
Credit Card Professional
Saskatchewan,Moose Jaw
Summary
Experienced Credit Cards Professional with a strong background in service-oriented product, project management, operations management, and sales. Proven track record in enhancing customer experiences and product satisfaction through digital innovations and effective solutions. Seeking to leverage my expertise in product, operations, online banking, account, loyalty, relationship, and value management.
Overview
16
16
years of professional experience
7
7
years of post-secondary education
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
Education
MBA - Finance And Investment
01.2021 - 11.2023
Bachelor of Science Degree - Computer Science
06.2002 - 06.2006
Skills
Product Management
API Integration
Online Banking
Solution FocusedOperational ImprovementsStrong leader and communicatorIncreasing loyaltyMaximizing EngagementImproving Customer SatisfactionOrganizational ChangesAccount ManagementUp sellingBusiness Development
Analytic Problem Solver
Project Management
Accomplishments
- Foundations of Project Management – Google September 2023
- Retail Banking Academy International – Moody’s Analytics London
- Cards and Payments 1 March 2020
Timeline
Head Credit - ACCESS BANK PLC
09.2022 - 08.2023
Ahmadu Bello University - MBA, Finance And Investment
01.2021 - 11.2023
Head Credit Cards - FIRST CITY MONUMENT BANK PLC
07.2019 - 08.2022
Lead - FIRST CITY MONUMENT BANK PLC
06.2012 - 06.2019
Customer Experience and Help Desk Manager - FIRST CITY MONUMENT BANK PLC
01.2011 - 05.2012
Card Portfolio Manager (MIS officer) - FIRST CITY MONUMENT BANK PLC
08.2010 - 12.2010
Funds Transfer Officer - INTERCONTINENTAL BANK PLC
11.2008 - 12.2009
Customer Service Officer - INTERCONTINENTAL BANK PLC
01.2008 - 11.2008
Ambrose Alli University - Bachelor of Science Degree, Computer Science
06.2002 - 06.2006