Product Support, Ecosystems and Strategic Partnerships

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.
  

• 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.