Product Customer Support Manager job at Ecobank Uganda

Key Responsibilities

• Channel Development & Implementation: Lead needs assessments, business case evaluations, and stakeholder coordination for new and existing channels.
• Client Onboarding & Support: Ensure smooth onboarding, training, and migration of clients to digital platforms.
• Technical Support: Provide first-level support and resolve issues related to electronic banking applications.
• Stakeholder Engagement: Collaborate with Sales, IT, Operations, Legal, Compliance, and other teams to ensure successful channel delivery.
• Customer Satisfaction: Drive proactive service delivery and manage client access metrics.
• Sales & Marketing Support: Assist in proposal development, marketing plans, and cross-selling opportunities.
• Risk & Compliance: Ensure proper controls and compliance in client access channels.
• Performance Tracking: Monitor usage statistics, financials, and implementation success.

Person Specification Knowledge & Experience

• 3–6 years in product development/management
• Strong client focus and strategic thinking
• Experience in treasury, cash management, and electronic banking
• Excellent communication, presentation, and relationship management skills

Skills

• Project management and interpersonal skills
• Commercial acumen and attention to detail
• Ability to work under pressure and meet deadlines
• Strong analytical and planning capabilities

Attitude

• Can-do mindset, proactive, and adaptable
• Willingness to travel extensively
• Team-oriented with leadership qualities

Qualifications

• Bachelor’s degree in Engineering, Business, Computing, Economics, or Marketing
• Master’s/MBA or professional accreditation is a plus
• Fluency in English and French preferred