Manager, Merchant Portfolio Management

Overview:

The Merchant Portfolio Management Manager's key responsibility is to focus on deepening our customer engagement, increase retention, reduce churn with the aim to drive financial performance, merchant satisfaction and advocacy (via Net Promoter Score). This role reports to General Manager, Payments, Partnerships & Fintech Ecosystem (Customer Experience).

Key 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)

Job Requirements:

• 5 years and above relevant work experience in payments, merchant services, merchant acquiring, portfolio management, business development, product management, solution based selling, marketing
• Strong commercial acumen with proven track records in establishing successful partnerships with the ability to conceptualise venture ideas and execute various forms of partnership models
• Previous experience in payments, fintech, wallets, point of sale (POS),merchant acquiring solutions would be an advantage

Qualifications:

• Degree in Business/Marketing or related qualifications

What’s next:

• Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for an interview. You can also check on your application status by logging into your candidate account.

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