Product Support Lead at I&M Bank

I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE). The bank possesses a rich heritage in banking.

 

Product Support Lead

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience5 years
  • LocationNairobi
  • Job FieldProduct Management 

Job Purpose:

  • This role is responsible for overseeing the support function for digital banking products and services, ensuring seamless customer experiences and efficient issue resolution. 
  • The role involves managing the Product Support Officers, collaborating with cross-functional teams, and driving continuous improvement in product support processes.
  • The Lead will ensure that customer issues are resolved promptly and that the team is equipped with the necessary skills and tools to deliver exceptional support.

Key Responsibilities:
Financial:

  • Monitor and ensure cost-effective support processes that minimize operational losses.
  • Improve efficiency in support operations to reduce downtime and enhance revenue generation.

Customer:

  • Champion digital banking and determine opportunities for improving business processes through automation.
  • Oversee customer issue resolution for digital banking products, ensuring prompt and satisfactory outcomes.
  • Provide customer support for queries associated with Digital Business concerns, including but not limited to process, system, data management, and underwriting decisions.
  • Drive initiatives that enhance customer experience through automation and process improvements.
  • Ensure seamless adoption of new digital products, services, and feature enhancements.

Internal Processes:

  • Conduct regular sanity checks on the day-to-day operations of digital business solutions through an effective exception monitoring framework, ensuring resolution within stipulated SLAs.
  • Develop and implement efficient product support frameworks and escalation procedures.
  • Oversee transaction monitoring, reconciliation, and operational controls to minimize risks and losses, including loan disbursements, loan repayments, fee collection, and applications processed through digital channels.
  • Work closely with internal stakeholders and external vendors on validation of executed change processes concerning Business Policy Rules and system enhancements.
  • Participate in System User Acceptance Testing (UAT) and validate new products and system enhancements before deployment.

Enablers:

  • Lead and manage the Product Support team, ensuring high performance and adherence to SLAs.
  • Provide training and development programs to enhance team capabilities.
  • Collaborate with internal and external stakeholders, including ICT, Compliance, Legal, and external vendors, to improve support processes and system functionality.
  • Maintain accurate documentation and reporting on customer interactions, issue resolution, and support performance metrics.
  • Offer business unit support and training in all bank Digital Business Solutions.
  • Provide ongoing training to bank staff on new systems, products, and policy updates.

Job Dimensions:
Responsibilities:

  • Overseeing the budget and resources allocated to product support functions.
  • Ensuring the execution of efficient and effective support processes.
  • Managing contractual relationships with key vendors and service providers.
  • Ensuring adherence to all regulatory and compliance requirements in product support operations.

Academic Qualifications:

  • Bachelor’s degree in a relevant field (e.g., Business, IT, Finance).
  • Professional Qualifications / Membership to professional bodies/ Publication:
  • Relevant professional certifications in digital banking or IT support will be an added advantage.

Work Experience Required:

  • Minimum of 5 years of experience in customer support, preferably in the banking sector.
  • 2-3 years’ experience in managing teams and driving process improvements.
  • Strong knowledge of digital banking products and core banking systems.

Competencies:

  • Leadership and team management skills.
  • Problem-solving and analytical thinking.
  • Excellent communication and stakeholder engagement abilities.
  • Proficiency in support ticketing systems and CRM software.
  • Strong time management and ability to work under pressure.
  • In-depth knowledge of Central bank Prudential and Risk Guidelines.

Check how your CV aligns with this job

Method of Application

Interested and qualified? Go to I&M Bank on imbank.bamboohr.com to apply

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