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Product Support, Ecosystems and Strategic Partnerships
Ecosystems and Partnerships – Nairobi, Nairobi
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.
If you believe you meet the above requirements log onto our 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 13th March 2026.
