Product Support Lead at I&M Bank

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

• 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 exceptions 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.

Stakeholder Management:

Internal

• ICT
• Customer Service
• Product Management
• Legal & Compliance
• Digital Business

External

• Regulators
• Vendors & Service Providers
• Customers

Job Specifications

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