Products – Nairobi, Nairobi
Purpose
The main purpose of this role is to develop and maintain a compelling product/segment value proposition, drive the implementation of segment key priorities and value proposition and ensure assigned products/portfolio perform optimally and generate maximum returns.
The job holder will review economic, technological and regulatory environmental and competitor activity and demand levels and consistently drive marketplace influencing solutions that includes partnerships and alliances as well as internal processes and capabilities to deliver them.
A high level of commercial awareness, strong analytical skills, the ability to work both autonomously as well as in collaboration with colleagues and partners, the ability to motivate people to embrace action plans and new strategies and work expediently and expeditiously are critical to succeed in this role.
Roles & Responsibilities:
Innovation & Product Development:
- Develop and execute clear segment(s) product roadmap aligned with the bank’s strategic objectives
- Gather market intelligence on customer needs and ensure continuous innovation and product upgrades to meet emerging customers’ and industry needs and required standards for the Bank.
- Work with business segments and other key stakeholders to define product vision, goals, and success metrics.
Product Portfolio Growth
- Monitor and track performance of different products and propose and implement strategies to drive products uptake and utilization.
- In conjunction with segment heads, come up with relevant strategies to deliver massive scale up of new to bank customers.
- Continuously monitor competition activities to ensure that we maintain and expand our share of the market at the same time, countering their actions appropriately.
- Work with marketing to come up with product marketing plan to ensure products visibility and usage.
- Monitor customer behavior and rollout strategies to manage attrition and ensure customer primacy.
Customer Experience, Engagement & Support:
- Gather customer feedback from different touchpoints/channels and continuously review for action or product improvement.
- Liaise with Technical Support to ensure quality level of service to customers and adherence to SLAs.
- Conduct product awareness and training in the Bank and ensure support for marketing and communication of Bank products.
- Continuously keep in touch with business segments and customers to ensure excellent customer satisfaction and retention.
- Follow up all customer complaints in liaison with the technical support to ensure timely resolution.
Processes, Controls and Compliance:
- Ensure compliance with regulatory and security requirements throughout the product lifecycle.
- Continuously contribute to systems and service improvement through continuous reviews including risk reviews and feedback to risk management.
- Identify potential product related risks and implement appropriate controls to mitigate the risks.
Ideal Job Specification:
Academic Qualification:
- University Degree in Business/Economics/IT/Engineering or a related field.
- Master’s degree will be an added advantage.
Key Skills, Knowledge, Experience and Competencies
Desired Work Experience:
4- 10 years working experience in Product Management/Customer Value Proposition/Sales/Relationship Management in Banking/Financial Services.
Essential Knowledge and Skills:
- Good knowledge of the Banking industry, trends and innovations.
- In-depth understanding of Products, policies and regulations.
- Deep understanding of Product Lifecycle Management.
- Good undertaking of the competition and regulatory landscape.
- Prior experience in Products, Channels, Relationship Management or Customer value proposition.
- Teamwork and collaboration.
Technical Competencies:
- Excellent communication, planning & organizational skills
- Team player, self-motivated and result oriented
- Good presentation skills
- Excellent negotiation skills
- Strong commercial acumen
- Customer service orientation
- Good PC skills
If you believe you meet the above requirements log onto our website www.imbankgroup.com/ke and click on careers and apply for the position. Your application should reach us as soon as possible but not later than 5th February 2025.
