Job Description

GENERAL JOB INFORMATION
Job Title Technical Product Manager
Reports to Unit Head Technology Product
Job Grade 4B

JOB PURPOSE
The Technical Product Manager is tasked with ensuring the success of specific or multiple digital channels and products in the various affiliates or markets where they are deployed. This requires understanding the strategic vision, user requirements, and business objectives throughout the product lifecycle, and leveraging these understandings to ensure that the channel / product works optimally, seamless and successfully in the various Ecobank Markets, Clusters and Affiliates.
This role encompasses engaging and contributing to the channel / product development from initial conception through launch, deployment, operationalization, pain point reduction and channel / product improvement and beyond. Additionally, the role involves stakeholder management, performance monitoring, and driving continuous improvement to achieve business goals.
JOB CONTEXT
This function will play a pivotal role in shaping the future of digital banking services by engaging in the end-to-end lifecycle of specific digital channels or products, from initial conception through development, launch, and a keen focus on continuous enhancement post deployment. This role is critical in ensuring that the product not only meets but exceeds client expectations, aligning with our strategic business objectives and regulatory requirements.
In collaboration with cross-functional teams, including engineering, operations, service management, affiliate business and central business team, the Technical Product Manager will drive enhanced user experience, improved operational efficiency, and support the institution’s growth. The role requires advocating and pushing operational efficiencies that address user needs, user experience and business goals, ensuring the channel or product delivers value in the various markets and affiliates.
KEY RESPONSIBILITIES
• Understand the articulated long-term vision and strategic goals for the digital or auxiliary channel / product of interest, ensuring that nuances in various affiliates or markets are clearly identified and addressed in deployment and post-deployment phases.
• Translate channel or product roadmaps into clear executable artifacts for technical executions that mirror product's evolution, including feature releases, enhancements, and technology upgrades.
• Conduct comprehensive surveys, research, and customer touchpoint meetings to ensure proper understanding of all the performance dimensions and levers for the specific products/channels in their deployed market with the goal of maximizing success rates and reducing error rates
• Collect and analyse feedback from users and stakeholders to inform product decisions and improvements.
• Maintain a product issue registry and ensure timely resolution of pressing market or affiliate issues.
• Work closely with engineering, design, marketing, compliance, and other teams to ensure seamless development, testing and implementation of features.
• Liaise with senior executives, regulatory bodies, and external partners to ensure alignment and address challenges.
• Identify and mitigate risks associated with product deployment.
• Ensure the channel or product complies with financial regulations and industry standards.
• Implement and monitor security measures to protect user data and prevent breaches.
• Monitor key performance indicators (KPIs) and channel or product analytics to evaluate the channel or product analytics performance.
• Use data-driven insights to make informed decisions and refine product features.
• Drive continuous improvement by incorporating user feedback, addressing issues, and adapting to market changes within various clusters / affiliates
• Contribute to strategies for the channel or product launch and promotion and including user onboarding.
• Create resources and support materials to help users navigate and utilise the channel or product analytics effectively.
• Ensure a seamless and user-friendly experience by addressing pain points and improving usability.
• Work with technology operations, service management and CX teams to address user issues and provide timely resolutions.

KNOWLEDGE, SKILLS & EXPERIENCE
Experience

 Proven experience in one or more of the following roles:
o product management,
o product / software development
o technology operations or customer support
o project management

 At least 5 years technology experience in the finance/fintech, telecommunications or high-tech industry, with at least 2 of those years in a development, operations or product role

Qualifications
 Bachelor’s degree in computer science or information systems or related field
 Product or Program Management Certification is a plus

Skills, Capabilities & Attributes
 Ability to lead customer experience projects and initiatives.
 Ability to work on cross-functional teams that may form and disband quickly.
 Ability to read, understand and interpret technical product logs
 Deep understanding of customer needs and behaviors.
 Strong verbal and written communication skills.
 Ability to effectively communicate insights and recommendations to management and cross-functional teams.
 Ability to write clear instructions for end users
 Strong interpersonal and stakeholder management skills.
 Excellent problem-solving and analytical skills
 Proficiency in using analytics tools to extract actionable insights.
 Proficient, analytical, decisive, and troubleshooting skills.
 Capability to conduct and interpret user experience research and surveys.
 Familiarity with customer experience tools and platforms.
 Must possess the ability to learn and understand business processes and the relationship of systems and applications used to accomplish those processes.
 Ability to work in a fast-paced and dynamic environment.
 Understanding of product development processes and lifecycle

eProcess is committed to providing equal opportunities to all and fostering an inclusive and diverse workplace. To this end, we encourage applications from individuals regardless of their nationality, race, gender, age, social class, religion, beliefs, and disability while fully adhering to the local laws and regulations established where it operates.