Careers at I&M Bank

Job Purpose:

• To lead the strategy and delivery of digital payment and liability products that enhance customer experience, drive adoption, and contribute to the Bank’s digital revenue growth.
• The role focuses on building scalable, customer-centric payment solutions covering retail, SME, and corporate segments. It will ensure innovation, efficiency, and compliance across the entire product lifecycle while aligning with the Bank’s strategic objectives.

Key Responsibilities:
Product Strategy, and Roadmap:

• Conduct in-depth market research and analysis of customer needs, competitor offerings, and industry trends in payments and liabilities. 
• Define and evolve the product vision and roadmap for payments (card, wallet, transfers, collections, disbursements) and deposit products. 
• Identify emerging opportunities in areas such as open banking, API integrations, QR payments, and instant payments.
• Drive alignment of product priorities with business goals and regulatory expectations.

Product Development and Execution: 

• Lead end-to-end product lifecycle management from ideation to launch, scaling, and optimization. 
• Collaborate with technology, operations, and design teams to deliver robust and user-friendly payment solutions. 
• Oversee technical and operational readiness for new products including integration, switching, settlement, and reconciliation processes.
• Ensure timely delivery and performance tracking of products against agreed KPIs.

Commercial Ownership and Go-to-Market:

• Own commercial performance for the payments and liabilities portfolio. 
• Develop and implement go-to-market strategies, pricing models, and campaigns to drive adoption and revenue growth. 
• Monitor transaction volumes, customer activity, and profitability.
• Partner with marketing, sales, and distribution teams to deliver effective acquisition and retention strategies.

Performance, Compliance, and Risk Management:

• Define, monitor, and report on product KPIs including transaction success rate, uptime, fee income and customer satisfaction. 
• Ensure compliance with payment regulations, data privacy and internal governance policies.
• Work with Risk and Compliance to proactively identify and mitigate operational and fraud risks.

Leadership, Mentorship, and Partnerships:

• Provide leadership to product teams, fostering a culture of innovation, accountability, and collaboration. 
• Mentor junior product managers and analysts to build capacity.
• Manage relationships with key payment partners and FinTech's to strengthen the Bank’s payment ecosystem.

Job Dimensions:
Responsibilities:

• Growth in transaction volumes, usage, and fee-based income across payment channels.
• Launch of new or enhanced digital payment solutions.
• Improved customer experience metrics and system reliability (success rate, uptime, TAT).
• Effective product governance and regulatory compliance.
• Strong cross-functional alignment and timely delivery of roadmap initiatives.

Academic Qualifications:

• Bachelor’s degree in business, Computer Science, Engineering, or a related field.
• A master’s degree or additional certifications in Product Management or Fintech is a plus.

Professional Qualifications / Membership to professional bodies/ Publication:
Relevant certification in Digital Banking, Product Management, or Agile/Scrum will be an added advantage.
Work Experience Required:

• Minimum 7 years of experience in product management, at least 5 in payments, mobile money, or digital banking.
• Proven record of launching and managing successful payment or liability products.
• Strong understanding of payment ecosystems. 
• Knowledge of regulatory frameworks and compliance requirements in payments and digital banking.
• Experience managing P&L and driving commercial growth.

Competencies:

• Strategic thinking and execution discipline.
• Strong data-driven decision-making and analytical skills.
• Excellent collaboration and stakeholder management skills.
• Deep understanding of customer needs and digital behavior.
• Leadership and mentorship capability.
• Strong communication and influencing skills.

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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.