Jobs 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.

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Job Purpose: 

• The role entails marketing of the Asset Finance and IPF products through recruitment of new and existing clients with a view to growing a quality loan book.
• It also involves effective relationship management for Vehicle/Equipment vendors, Insurance companies/Intermediaries as well as clients to attract new business, grow wallet share and ensure retention of existing business portfolio.
• The role is also tasked with product training, and a critical liaison point for business teams across the branch network.

Key Responsibilities:

• Generate new Asset Finance and Insurance Premium Finance business through effective relationship management of assigned portfolio of motor vehicle dealers, insurance companies and the branch network. 
• Conceptualizing and crystalizing new product ideas into concrete business cases and proposals for adoption. The approved businesses cases culminate into new sub products under Asset Finance and IPF. 
• Customer, competitor, and market reviews to identify new/upgraded product needs and opportunities (environment scanning and comparison)
• Planning and implementing all elements of new product/up-grading and roll-out in conjunction with Senior Manager, Asset Finance.
• Grow Asset Finance and Insurance Premium Finance business through direct recruitment of potential clients.
• Train and undertake capacity building for the assigned portfolio of branches, insurance players and Asset Vendors.
• Carry out credit appraisals and call reports for sanction on ad hoc basis.
• Maintain effective business relationship with motor vehicles dealers through regular visits and quick resolution of any outstanding issues with regard to customer requests. 
• Aggressive follow up of approved retail asset finance business with the view of accelerating drawdown as well as supporting disbursement process to branches and motor vehicle dealers. 
• Guide dealers / customers on HP / IPF documentation to ease the disbursement process.
• Growing the Asset Finance and Insurance Premium Finance Book by seeking increased wallet share of existing client portfolio of the bank.
• Formulate and implement joint dealer promotion schemes when required.
• Market additional loan facilities to bank’s clients at the point of loan liquidation or insurance renewal through telephone calls, written communication as well as visits while liaising with the respective branch / corporate relationship.
• Actively participate in functions and events that facilitate selling of bank products and especially Asset Finance and Insurance Premium Finance products.
• Regular update to dealers, insurance companies, insurance brokers and agents by keeping them informed on the various product features or newly developed products that are targeted to retain a competitive edge in the market. 
• Cross selling other Bank products to customers where opportunities for such sale are identified, this will entail involving staff from other functions in order to reinforce on such sale.
• Ensuring timely and efficient service delivery by co-coordinating with the processing team to ensure that all applications received are processed in a timely manner and clients, dealers, insurance companies and brokers are advised of Banks decision within the set timelines.
• Timely and efficient handling of queries or requests from existing and potential Bank customers through phone calls, email or physical visits to client premises.
• Liaising with the Business drivers at branch level, the Processing team, Asset Finance and Branch Managers to pay select clients’ courtesy calls.
• Follow up on deferred applications to ensure closure on any pending items.
• Ensuring motor vehicle dealers and other business partners have access to required stationery/forms
• Aid in recovery of non-performing loans where additional & useful information is available.

Academic Qualifications:

• Bachelor’s degree in business / marketing field or its equivalent from a recognized institution.
• Chartered Institute of Marketing diploma or its equivalent.

Work Experience:

• At least 3 years relevant work experience.

Key Competencies:

• Ability to communicate. 
• Report writing skills.
• Numeric skills.
• Skills and Attributes.
• Excellent communication and interpersonal skills.
• Good financial analysis skills.
• Presentation skills.
• Good negotiation skills.
• Excellent problem solving and decision-making skills.
• Knowledgeable in credit /lending.
• Basic understanding of Banking Law.
• Knowledgeable in the Banking Act, CBK prudential guidelines and credit policies.

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Job Purpose:

• The Growth Lead - Ecosystem and Strategic Partnerships is responsible for driving the growth, expansion, and scaling of both internal and external ecosystems to accelerate revenue and market impact.
• This role conceptualizes, structures, and implements ecosystem-led go-to-market strategies that unlock new distribution channels, partnerships, and revenue streams across traditional and digital lending landscapes. The incumbent translates strategic opportunities into scalable commercial models, secures cross-functional alignment, and ensures disciplined execution.
• With full ownership of ecosystem P&L performance, the Ecosystems Growth Manager drives sustainable growth by integrating sales enablement, stakeholder management, partnership development, and operational execution to build high-impact, revenue-generating ecosystems.

Key Responsibilities:

Financial:

• Develop and implement the ecosystem product roadmap aligned to the bank’s growth strategy.
• Manage the full product lifecycle: ideation, business case development, testing, launch, and scaling.
• Leverage customer insights and market intelligence to identify innovation opportunities.
• Identify, onboard, and manage strategic ecosystem partners (fintechs, agritechs, telcos, edtechs, regulators, development agencies, and corporates).
• Build strong, mutually beneficial relationships and maintain partner satisfaction and retention.
• Negotiate and structure win-win commercial agreements, ensuring clear value exchange.
• Serve as the primary relationship manager for key ecosystem partners, coordinating joint initiatives and performance reviews.
• Champion co-creation of solutions with ecosystem partners that combine financial and non-financial services.
• Track adoption, profitability, and impact of ecosystem products and partnerships.
• Deliver on KPIs including customer acquisition, revenue, transaction volumes, and ecosystem penetration.
• Ensure compliance with regulatory requirements and effective risk management.

Customer:    

• Build both internal and external stakeholder relationships to position the bank as a collaborative, innovative financial services partner.
• Continuous improvement of product customer experience, through feedback analysis, complains review and closure, competition analysis.
• Communicating with partner companies on behalf of the organization to ensure that all parties are satisfied with the status of product performance.
• Establishing effective communication channels with partners to foster productive working relationships.
• Monitor industry developments and to stay up to date with developments in the financial services industry and related industries, such as fintech and technology, to identify emerging partnership opportunities.

Internal Processes:

• Establish frameworks for governance, monitoring, and reporting on ecosystem collaborations.
• Support the integration of partners’ platforms, APIs, and services into the bank’s offerings.
• Uphold operational excellence across all products in line with group policies.
• Play a leading role in evaluating market trends and competition strategies to develop recommendations on product pricing and positioning.
• Assure effective governance of the unit’s practices in line with the Group policies and service standards.
• Monitor operational excellence to meet the Audit and Enterprise risk framework of the Group.
• Collaborate with internal stakeholders such as product teams, marketing, legal, and compliance, to ensure that partnerships are aligned with the bank’s overall strategy and that all requirements are met.
• Regular reporting of product performance with clear insights and action plans.

Enablers:

• Ensure unit functions are executed in the most efficient way possible, leading to the overall efficiency of the team and meeting product and business goals.
• Foster continuous learning and job enrichment for high performance.
• Continuous demonstration of innovation using data to identify and develop high growth strategic partnerships.
• Collaborate with Technology, Digital Banking, Operations, Legal, Risk, and Marketing teams for seamless delivery.
• Influence and inspire internal teams to prioritize partnership-driven growth.

Responsibilities:

• Section Budget.
• Appropriateness of the unit’s structure, staffing, performance plans, policies, procedures and tools.
• Contractual agreements with ecosystem partners as defined by the Legal and Procurement procedures.
• Approval of other expenditure categories within discretionary powers delegated through the Head of Department and or GM provided that such expenditure is within the approved strategy and annual budget for the Bank.

Academic Qualifications:

• Bachelor’s Degree in a business field.

Professional Qualifications / Membership to professional bodies/ Publication:

• Relevant professional qualifications.
• Member of a relevant professional body.

Work Experience:

• Over Eight (8) years’ relevant experience with over four (3) years within leadership in a similar role.
• Has led successful business and product development projects and/or initiatives.
• Has worked with EXCO in reporting and managing deliverables.
• Understand the tech enabled business industry and its intersection with the banking industry.
• Understanding Value chain and ecosystem banking.

Competencies:

• Experience in Fintech, Payments, Lending and Cards.
• Executive disposition and demonstrate high levels of integrity.
• Strategic and innovative with the ability to sell the vision of the Bank.
• Business/Financial acumen, business savvy and innovative.
• Ability to develop long-term integrated and cross-functional operational plans.
• Strong leadership skills.
• Good negotiation skills.
• Strong commercial acumen.