Job Vacancies at I&M Bank

Job Purpose:

• Reporting to the Product Manager lead, role focuses on development & execution of strategies to drive sustainable and scalable business growth & commercialization for the digital banking unit. 
• Key duties include designing and executing growth strategies that increase customer acquisition, optimizing digital onboarding experiences and revenue per customer while maximizing customer lifetime value.
• The holder uses data-driven insights, customer behavior analytics, and cross-functional collaboration to enhance funnel performance, unlock revenue opportunities, and improve overall commercialization of digital channels.

Key Responsibilities:
Financial:

• Develop and execute growth strategies that increase revenue, product profitability, and customer lifetime value across digital onboarding, account opening, and card sales.
• Drive commercialization of digital onboarding and card products by refining value propositions, identifying pricing opportunities, and supporting go‑to‑market planning.
• Optimize Return on Marketing Investment (ROMI) by designing and managing growth experiments, campaign performance, and funnel enhancements.
• Identify and prioritize revenue-generating opportunities that drive both immediate results and long-term sustainable growth.
• Use performance insights to recommend adjustments to product offerings, pricing levers, or customer journeys to maximize financial contribution.

Customer:

• Lead initiatives to grow customer acquisition through optimized digital onboarding.
• Continuously improve customer activation, usage, and retention by analyzing behavior and designing targeted interventions across the customer lifecycle.
• Identify customer pain points and experience gaps across onboarding and card journeys and champion customer-centric improvements to remove friction.
• Collaborate with Marketing to create targeted acquisition and engagement campaigns that improve adoption of digital channels and card products.
• Enhance customer value by driving cross-sell and upsell opportunities during onboarding and early engagement stages.
• Use customer segmentation and analytics to personalize engagements and improve response/win rates.

Internal Processes:

• Analyze end‑to‑end onboarding funnels to identify drop-offs, bottlenecks, and friction points across application, verification, approval, and activation stages.
• Design and execute funnel optimization initiatives, including A/B tests, journey enhancements, nudges, and UI/UX improvements.
• Work closely with Product Managers to align growth initiatives with product roadmaps, release plans, and platform enhancements.
• Collaborate with Engineering, UX, and Data teams to troubleshoot issues affecting onboarding and prioritize fixes that unlock growth.
• Partner with Risk, Compliance, Fraud, and Operations to ensure journeys remain compliant, secure, and efficient without introducing unnecessary friction.
• Develop and maintain dashboards, analytics models, and reporting frameworks to track KPIs across onboarding, activation, and revenue performance.
• Support go-to-market execution for new features, enhancements, and campaigns through cross-functional coordination.

Enablers:

• Work closely with Data Analysts, Product Managers, Marketing, and Engineering teams to translate insights into actionable growth strategies.
• Drive a culture of experimentation within the tribe by testing hypotheses, validating ideas, and sharing learnings and best practices.
• Support capability building by documenting growth insights, developing playbooks, and upskilling tribe members on data-driven growth methodologies.
• Contribute to cross-functional working groups to improve the digital onboarding ecosystem, and customer experience standards.
• Participate in training and professional development to stay current with digital banking trends, growth methodologies, analytics tools, and customer behavior insights.
• Build strong internal relationships to foster alignment, speed of execution, and collective ownership of growth KPIs.

Job Dimensions:

• Develop and execute growth strategies that scale digital onboarding.
• Analyze and continuously optimize the end‑to‑end digital onboarding funnels by identifying bottlenecks and implementing targeted experiments to improve completion and activation rates.
• Drive customer acquisition through targeted initiatives, segmentation-led interventions, and journey enhancements that increase adoption and early usage across digital products.
• Use data analytics to monitor key KPIs, generate insights, and shape decisions on growth experiments, personalization opportunities, and performance improvements across onboarding journeys.
• Work closely with Product, Engineering, Marketing, UX, Risk, and Operations to align growth initiatives with roadmap priorities and deliver frictionless, compliant, and customer‑centric digital onboarding experiences.
• Engage and manage key internal stakeholders by providing clear performance updates, insights, and recommendations, ensuring alignment on growth objectives and journey enhancements.

Academic Qualifications:

• Bachelor’s degree in business, Marketing, Economics, Data Analytics, or related field. MBA is a plus.

Professional Qualifications / Membership to professional bodies/ Publication:

• Relevant certifications in digital marketing, analytics, or product growth will be an added advantage.

Work Experience Required:

• 5+ years’ experience in digital banking, fintech, product growth, commercial strategy, or digital acquisition.
• Experience in fintech, telecom, mobile money, or banking is preferred.
• Strong understanding of digital onboarding processes.
• Proven track record in growth strategy, funnel optimization, and digital channel performance management.
• Experience working in agile tribes/squads is an added advantage.
• Strong analytics capability, including interpreting funnel metrics, customer behavior, and campaign performance.

Technical Skills:

• Growth and commercialization strategy.
• Funnel analysis and optimization.
• Digital onboarding understanding.
• Strong analytical skills with proficiency in data tools like Google Analytics, Mixpanel, or SQL.
• Data analytics and insight generation.
• Experimentation (A/B testing, journey experiments).
• Financial and ROMI analysis.

Behavioral Competencies:

• Strong collaboration and influencing.
• Customer-centric problem-solving.
• Effective communication and storytelling.
• Commercial acumen and strategic thinking.
• Agility and adaptability.
• Stakeholder engagement.

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Job Purpose:

• This role is responsible for providing first-line support for customers using digital banking products and services, ensuring timely resolution of issues and delivering an exceptional digital experience. 
• The role involves troubleshooting technical and functional challenges, responding to product inquiries, and escalating complex cases to relevant squads or teams.
• The role involves working cross-functionally with Product, Engineering, Operations, Risk, and Customer Experience teams to address customer pain points, enhance product reliability, and contribute to continuous improvement of digital banking platforms.

Key Responsibilities:
Customer:

• Provide first-line support for customers using digital banking products and services, including mobile banking, online banking, and onboarding flows.
• Troubleshoot and resolve customer-reported issues, offering clear guidance on product usage, features, and digital processes to enhance customer experience.
• Maintain deep knowledge of digital banking products, onboarding processes and platform features to accurately guide customers/branches on product inquiries, usage guidance, and feature explanations.
• Conduct follow-ups with customers/branches to confirm issue resolution, ensure satisfaction, and close tickets in line with SLAs.
• Escalate complex, recurring, or high impact issues to the appropriate technical or product teams and ensure timely feedback to customers.

Enablers:

• Work closely with the Product Support Lead and Product Manager to identify recurring customer issues, emerging trends, and root causes, recommending improvements to enhance user experience.
• Collaborate with ICT, Customer Service, Operations, Compliance, and Digital Product teams to streamline support processes and improve cross-functional issue resolution.
• Participate in training programs to deepen knowledge of digital banking platforms, new features, troubleshooting techniques, and customer support best practices.
• Assist in training branch staff, contact center agents, and other bank teams on new digital systems, processes, and product updates.
• Ensure accurate records of all customer interactions and issue resolutions for reporting purposes are maintained.
• Maintain accurate support documentation, FAQs, and knowledge base records to boost team efficiency and improve customer self-service.
• Prepare daily/weekly reports on issues, trends, resolutions, and customer feedback for use by the Product Support Lead and other stakeholders.

Internal Processes:

• Document, track, and update all customer interactions, issues, and resolutions in the approved ticketing system, ensuring accuracy and completeness.
• Share necessary system logs, screenshots, and diagnostic information with ICT or technical teams to support root‑cause analysis and faster resolution.
• Conduct routine functional checks and monitoring of digital banking solutions to proactively detect and flag operational anomalies.
• Participate in User Acceptance Testing (UAT) for new features, enhancements, and system releases to ensure readiness and minimize customer-impacting issues.
• Ensure strict adherence to internal processes, risk controls, and compliance requirements to maintain platform stability and service continuity.

Financial:

• Ensure efficient and timely resolution of customer queries to minimize operational disruptions, reduce repeat contacts, and lower service costs.
• Adhere to internal controls and operational guidelines to prevent losses linked to service lapses, disputes, or failed transactions.
• Identify opportunities for automation and process improvements that enhance efficiency in issue resolution and reduce manual interventions.

Job Dimensions:

• Ensure efficient and timely resolution of customer queries to minimize operational disruptions and reduce service‑related costs.
• Provide first-line support for digital banking products by troubleshooting issues, guiding customers on usage, and ensuring timely and effective solutions.
• Escalate complex or high‑impact issues to the appropriate teams and conduct follow-ups to confirm resolution and customer satisfaction.
• Document and track customer interactions and incidents in the ticketing system, ensuring accurate logging and closure within SLAs.
• Conduct routine checks, share diagnostic information with ICT, and participate in UAT to ensure platform stability and readiness before releases.
• Collaborate with Product Support Lead, Product Managers, ICT, Customer Service, and Compliance to streamline support processes and address recurring issues.
• Participate in ongoing training and contribute to knowledge base updates to strengthen product expertise and improve support effectiveness.

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 2-3 years of experience in customer support, technical support, digital operations preferably in the banking sector.
• Experience in digital banking, fintech support, or customer-facing IT environments is an added advantage.
• Strong understanding of digital banking platforms, account onboarding, and mobile/online banking functionality.
• Basic troubleshooting skills across web, mobile apps, authentication, and connectivity issues.

Technical Skills:

• Troubleshooting and problem resolution.
• Digital banking operations knowledge.
• Ticketing systems (ServiceNow, JIRA, Zendesk, etc.)
• Basic understanding of APIs, mobile/web app behavior, or system workflows (advantage).
• Incident documentation and reporting.

Behavioral Competencies:

• Strong communication and customer handling skills.
• Empathy and customer-centric mindset.
• Attention to detail and accuracy.
• Collaboration with cross-functional teams.
• Ability to work under pressure and manage multiple cases
• Analytical thinking and pattern recognition.