Product Support Officer at Rosabon Financial Services

Summary and Scope

• The Product Support Officer plays a pivotal role in ensuring the seamless development, deployment, and support of products within the organization.
• Collaborating closely with cross-functional teams, this role is responsible for providing support in managing product requirement documents, supporting pre and post-deployment activities and monitoring adherence to product policies.
• Additionally, the Product Support Officer is instrumental in driving market research efforts, analyzing data, and presenting findings to aid decision-making processes.

Duties and Responsibilities
Collaboration and Support:

• Work closely with relevant Product team members to provide support services for team projects, ensuring product requirements are accurately implemented.
• Support pre and post-product deployment activities to facilitate smooth transition and resolve any issues that may arise.
• Collaborate with Marketing, Customer Engagement, and Sales teams to provide second-level support aimed at continuously improving the marketing lifecycle.

Documentation Management:

• Manage product requirement documents (PRDs) to ensure they are up to standard and readily available to all stakeholders.
• Ensure product models are maintained to meet implementation goals and standards.Monitor and enforce adherence to guiding product policies and goals.

Customer Experience Enhancement:

• Monitor the customer experience for users of products, overseeing continuous improvements to enhance user satisfaction.
• Identify and address any issues or concerns raised by customers to improve overall product quality and usability

Product Portfolio Management:

• Manage and remove obsolete products from the portfolio to streamline offerings and maintain relevance in the market.
• Initiate and support market research efforts to gather insights into customer needs, preferences, and market trends

Analysis and Reporting:

• Complete all necessary work to support market research needs, including data collection, analysis, and interpretation.
• Prepare and present reports containing necessary analysis and project insights to key stakeholders.

Key Performance Indicator:

• Effectiveness of products developed
• Quality of market evaluation done to achieve teams’ objectives
• Quality and effectiveness of PRDs
• Quality of analysis done to aid decision making
• Quality, Accuracy, and Timeliness of reports

Required Experience and Skills

• Proven experience (1- 2 years at least) in product support role.
• Having the experience within the financial services sector is an added advantage.
• Good understanding of financial markets, investment products, and regulatory frameworks.
• Good analytical, strategic thinking, and problem-solving skills.
• Exceptional communication and interpersonal skills to collaborate effectively with diverse stakeholders.
• Ability to manage multiple projects simultaneously and meet deadlines.
• Familiarity with agile development methodologies is an advantage.
• Experience with Product lifecycle Analysis and voice of customer (VOC)
• Good knowledge and use of existing software packages (Power BI and Microsoft Excel)