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.
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