Product Support, Ecosystems and Strategic Partnerships at I&M Bank

Job Purpose:

• To support the management, growth, and continuous improvement of ecosystem products and strategic partnerships across the bank’s digital platforms.
• This role combines product management, ecosystem enablement, and operational support, ensuring seamless integration, regulatory compliance, and value creation within the bank’s ecosystem.
• The Assistant Product Support Manager serves as a bridge between partners, technology teams, and business units, helping to scale ecosystem products, strengthen alliances, and drive customer and partner adoption.

Key Responsibilities:

Financial:     

• Ensure efficient resolution of partner and ecosystem-related service issues to minimize operational disruptions and revenue leakage.
• Participate in the development of business cases for ecosystem enhancements, integrations, and partnership opportunities — including benefit realization tracking and ROI measurement.
• Conduct research on emerging ecosystems, fintechs, and alliance opportunities to identify strategic partners that can expand the bank’s ecosystem value proposition.
• Monitor and manage the product technical performance and efficiency metrics of ecosystem partnerships and API-based services.
• Identify operational inefficiencies, process improvement opportunities and cost optimization opportunities in partner and integration processes.
• Support monitoring of ecosystem KPIs such as API utilization, transaction growth, partner engagement, and monetization potential.
• Track and analyze ecosystem product performance metrics such as product uptake and utilization, partner transactions, and monetization trends.
• Collaborate with partners to ensure value mining across all opportunities by issue identification and resolution follow through.

Customer:

• Provide first-line product and technical support for ecosystem partners, including fintechs, aggregators, and digital platform collaborators.
• Support partner onboarding, sandbox testing, API documentation, and go-live readiness to ensure smooth deployment of ecosystem products.
• Conduct partner and alliance performance reviews, gathering insights to inform roadmap and product improvements.
• Coordinate with strategic partners to enhance the adoption and usability of ecosystem solutions.
• Serve as the primary liaison between internal teams and external partners, ensuring that all engagements adhere to DCP, PSP, Aggregator, and regulatory requirements.
• Maintain high partner satisfaction by ensuring transparent communication and timely resolution of issues.

Internal Processes:

• Participate in the ecosystem product lifecycle — from ideation, requirements definition, development, testing, deployment, to post-launch optimization.
• Maintain comprehensive documentation for ecosystem products, partnerships, and alliances, including risk registers, functional specs, and standard operating procedures.
• Support risk assessments and compliance checks for new partnerships, integrations, or product releases.
• Participate in User Acceptance Testing (UAT) and post-deployment reviews for new ecosystem features, APIs, and alliance integrations.
• Conduct root cause analyses (RCA) and coordinate corrective actions for recurring product or partner issues.
• Develop and maintain ecosystem performance and issue trend dashboards, ensuring data-driven reporting and insights for decision-making.

Enablers:

• Collaborate with Product Managers, Growth Managers, ICT, Risk, and Partnerships teams to enhance the scalability, reliability, and value of ecosystem services.
• Participate in product roadmap and continuous improvement discussions, bringing insights from support data, partner feedback, and market research.
• Assist in the preparation of API performance reports, ecosystem dashboards, and product playbooks for management and partners.
• Recommend automation and self-service enhancements (e.g., partner portals, monitoring tools, or chatbots) to improve efficiency.
• Facilitate training and knowledge sessions for both internal and external stakeholders, focusing on ecosystem products, APIs, compliance standards, and partnership operations.
• Maintain strong cross-functional collaboration and a learning culture across Product, Operations, ICT, Compliance, and external partner teams.

Responsibilities:

• Managing vendor/Partner invoices, ensuring accuracy, timely uploading, and approvals.
• Maintaining an updated knowledge base for support processes.
• Provide first-line resolution and coordination for issues related to ecosystem products and partner integrations, ensuring minimal disruption to services and partner operations.
• Track, document, and escalate unresolved partner or ecosystem product issues to the appropriate internal teams (ICT, Product, Risk, or Compliance) while maintaining full visibility through to resolution.
• Monitor and ensure adherence to SLAs for issue resolution and partner support, producing regular reports on SLA performance, recurring issues, and root causes.
• Coordinate with vendors and strategic partners to manage service-related invoices — ensuring accuracy, timely submission, approvals, and compliance with contractual terms.
• Maintain and continuously update the ecosystem knowledge base, including product FAQs, process documentation, integration guides, and best practices for both internal and external stakeholders.
• Capture and analyze issue trends to recommend product or process improvements that enhance partner experience and ecosystem reliability.
• Collaborate with cross-functional teams (Product, ICT, Partnerships, and Operations) to ensure ecosystem stability, support readiness, and compliance alignment.
• Support onboarding and training for internal teams and external partners on ecosystem product use, operational standards, and support procedures.

Academic Qualifications:

• Bachelor’s degree in business, IT, Computer Science, Finance, or related discipline.

Professional Qualifications / Membership to professional bodies/ Publication:

• Relevant professional certifications in digital banking or IT support will be an added advantage.

Work Experience:

• Minimum of 2-3 years of experience in product management or product development, preferably in the fintech or banking sector.
• Understanding of APIs, digital platforms, and fintech integrations.
• Familiarity with the product lifecycle, business case development, and agile methodologies.
• Working knowledge of regulatory frameworks and licensing requirements (DCP, PSP, Aggregator).
• Strong knowledge of digital banking products and core banking systems.
• Skilled in market and ecosystem research, data analysis, and insight generation.

Competencies:

• Troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Design thinking in digitization and automation initiatives.
• Strong time management and ability to prioritize tasks.
• Customer-centric approach with empathy and patience.