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Products Support Team Leader at Equity Bank Kenya

Equity Bank Limited (The “Bank”) is incorporated, registered under the Kenyan Companies Act Cap 486 and domiciled in Kenya. The address of the Bank’s registered office is 9th Floor, Equity Centre, P.O. Box 75104 – 00200 Nairobi. The Bank is licensed under the Kenya Banking Act (Chapter 488), and continues to offer retail banking, microfinance and related services. The Bank has subsidiaries in Kenya, Uganda, South Sudan, Rwanda and Tanzania. Its shares are listed on the Nairobi Securities Exchange and Uganda Securities Exchange. Equity Bank was founded as Equity Building Society (EBS) in October 1984 and was originally a provider of mortgage financing for the majority of customers who fell into the low income population. The society’s logo, a modest house with a brown roof, resonates with its target market and their determination to make small but steady gains toward a better life, seeking security and advancement of their dreams. The vast majority of Africans have historically been excluded from access to financial resources.

Description

The Products support team leader will be responsible of the products life cycle; from inception, user acceptance testing, Go – Live and day-to-day support to the customers. They will ensure that the products meet the product roadmap and strategy objectives as outlined by the product managers and management. The products support team leader will work in partnership with the business technical teams to design, develop, prioritize and implement the products roadmap.

Job Responsibilities:

  • Monitor systems performance on UAT and production environments.
  • Troubleshoot and resolve escalated technical issues including bugs and errors.
  • Identify and solve challenging business and customer issues with innovative, effective and long-term solutions
  • Support customers when integrating to Finserve solutions as the subject matter expert on the products.
  • Coordinate products and customers Go Live with all stakeholders.
  • In collaboration with the  development team,deploy and provide technical expertise and training on products.
  • Collect customer feedback, understand consumer behavior and market trends of the products and present to business and technical team for products enhancement.
  • Prepare, analyze and present timely products support report. Including systems status and performance updates on UAT and production.

Qualifications

  • University Degree in Computer Science or related technical field.
  • 3 to 5 years’ experience  supporting end users, and applications preferably in banking and the fintech industry.
  • Proven ability to analyse complex business issues and identify, design and implement effective practical recommendations.
  • Comfortable using tools such as Slack, JIRA and Confluence, Knowledge in  API Management  and use of API Testing tools  e.g. postman
  • Training and experience in HTML, Java, Spring, JavaScript, Node JS, XML/XSD and  JSON.
  • Knowledge in Test-Driven Development and Agile software development are a plus.
  • Experience working on cloud platforms to perform tasks such as DevOps, Cloud deployments / management and CICD pipeline.
  • Tech savvy and passionate about systems and products enhancements.
  • Experienced in best practice agile scrum development and lean start up principles.
  • Track record of using qualitative and quantitative data to prioritize and drive decision-making.
  • Excellent people and management skills to interact with customers, colleagues, and third parties,and able to build rapport quickly

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