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:
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.

Key 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.