Background information about the job or company (e.g., role context, company overview)

I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE). The bank possesses a rich heritage in banking.

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.

Responsibilities or duties

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.

Qualifications or requirements (e.g., education, skills)

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.

Experience needed

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.

• 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.
• 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.
• 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.
• 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.
• 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.

• 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.
• 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.

• Bachelor’s degree in business, IT, Computer Science, Finance, or related discipline.
• Relevant professional certifications in digital banking or IT support will be an added advantage.