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.
How to Apply
