Strategy Manager - Credit Card Customer Assistance

Strategy Manager-CREDIT CARD-Hardship Assistance Unit

As the Strategy Manager, you will play a crucial role in devising and executing strategies to assist customers who are experiencing financial difficulties. Your primary focus will be on the credit card portfolio, where you will work to ensure the bank's credit card products and services are accessible and beneficial to customers in need. You will collaborate with various teams to develop innovative solutions, enhance customer engagement, and drive the bank's commitment to responsible lending and financial inclusion.

• Lead the development and implementation of strategies to support customers facing financial hardship, with a focus on credit card portfolios.
• Collaborate with cross-functional teams to design and execute initiatives that enhance customer experience and engagement.
• Monitor and analyze market trends, customer behavior, and industry best practices to identify opportunities for improvement.
• Ensure compliance with regulatory requirements and the bank's policies regarding responsible lending and customer assistance.
• Build and maintain strong relationships with internal stakeholders, including business units, risk management, and legal teams.
• Stay updated on industry developments and emerging technologies to identify potential partnerships and collaborations.
• Oversee the performance and effectiveness of hardship assistance programs, and make data-driven decisions to optimize outcomes.
• Provide regular reports and insights to senior management, highlighting key performance indicators and areas for improvement.
• Mentor and guide the team, fostering a culture of innovation and continuous improvement.
• Represent the bank at industry events and conferences, sharing best practices and contributing to thought leadership.

• A bachelor's degree in business administration, finance, economics, or a related field is required.
• Minimum 8 years of experience in the banking industry, with a focus on credit card operations or customer assistance.
• Proven track record in developing and implementing successful strategies, preferably in a financial services context.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Excellent communication and interpersonal skills, with the ability to build relationships and collaborate effectively.
• Proficiency in using data analytics tools and techniques to drive insights and inform strategy.
• Ability to work independently and manage multiple projects simultaneously.
• Strong leadership and mentoring skills, with a track record of guiding and developing high-performing teams.
• A results-driven mindset with a focus on continuous improvement and innovation.
• Flexibility to adapt to a dynamic work environment and embrace change.

Experience Level

Mid Level