Business Support Officer

Jilipesasa is a fintech company committed to advancing financial inclusion through innovative earned wage access and financial wellness solutions. We empower employees with greater financial flexibility while helping employers improve workforce well-being and productivity.

Role Purpose:

The Business Support Officer will be responsible for defining, developing, and optimizing Jilipesasa's products to deliver exceptional value to customers and business partners. The role will own the product lifecycle, from identifying customer needs and market opportunities to prioritizing features, coordinating delivery, and measuring impact. The successful candidate will act as the voice of the customer while balancing business objectives, operational requirements, and technical feasibility to drive sustainable product growth.

Key Responsibilities

Product Strategy & Roadmap Management

• Develop and maintain the product roadmap aligned with Jilipesa's business objectives and growth strategy.
• Identify product opportunities through customer insights, data analysis, market research, and industry trends.
• Define product vision, goals, and success metrics.
• Prioritize product initiatives based on business impact, customer value, and resource availability.
• Continuously evaluate and refine product strategy to ensure market competitiveness.

  Product Development & Delivery

• Translate business needs into clear product requirements, user stories, and functional specifications.
• Work closely with engineering, operations, credit, finance, and customer support teams to deliver product enhancements and new features.
• Manage the product development lifecycle from ideation to launch and post-launch evaluation.
• Coordinate product testing, user acceptance testing (UAT), and deployment activities.
• Ensure products meet quality, compliance, and operational requirements.

  Product Adoption & Growth

• Drive adoption of Jilipesasa products across all customer segments.
• Identify and implement strategies to improve activation, engagement, and sustained usage of the product.
• Monitor user onboarding flows and optimize for conversion and seamless experience.
• Work with internal teams to design interventions that increase product usage and customer stickiness.
• Track adoption metrics and recommend initiatives to improve penetration and utilization rates.

  Customer & Market Insights

• Conduct customer research, interviews, surveys, and feedback analysis to understand user needs and pain points.
• Analyze customer behavior and product usage data to identify opportunities for optimization.
• Monitor market trends, competitor products, and emerging fintech innovations.
• Champion customer-centric decision-making across the organization.

  Compliance & Regulatory Management

• Ensure all Jilipesasa products, processes, and customer journeys comply with applicable regulatory requirements, industry standards, and internal policies.
• Prepare and submit all required regulatory filings, reports, and compliance documentation within prescribed timelines.
• Lead and coordinate internal and external audits, ensuring timely resolution of audit findings and implementation of corrective actions.
• Conduct periodic compliance reviews and risk assessments, recommending and implementing measures to address identified gaps and risks.
• Monitor regulatory developments and drive the implementation of compliance requirements across products and operations, serving as the primary liaison with regulators and auditors.

  Product Performance & Analytics

• Define, monitor, and report on product KPIs and business outcomes.
• Track customer adoption, engagement, retention, and utilization metrics.
• Leverage data to evaluate feature performance and guide future product investments.
• Build dashboards and reports that support data-driven decision-making.

  Stakeholder Management

• Collaborate with internal stakeholders to align product initiatives with organizational goals.
• Facilitate communication between technical and non-technical teams.
• Present product updates, recommendations, and performance insights to management.
• Manage stakeholder expectations throughout the product development process.

  Operational Product Excellence

• Identify process inefficiencies and implement product-led solutions.
• Support product documentation, policies, and operational procedures.
• Ensure seamless product experiences across customer touchpoints.
• Drive continuous improvement initiatives based on performance and customer feedback.

Qualifications:

• Bachelor's degree in Business, Economics, Finance, Information Systems, Computer Science, Engineering, or a related field.
• Minimum 3 years of experience in Product Management, Business Analysis, Product Development, Fintech Operations, or Digital Financial Services.
• Experience in fintech, lending, digital payments, earned wage access, or financial services is highly preferred.
• Professional certifications in Product Management, Agile, Scrum, Data Analytics, or Project Management are an added advantage.

• Strong understanding of product management, including product strategy, road mapping, lifecycle management, and agile product development.
• Ability to gather, analyze, and prioritize business and customer requirements, and translate them into actionable product initiatives.
• Experience in product testing, validation, and continuous improvement to ensure successful product delivery.
• Proficiency in data analysis and performance monitoring using tools such as Excel, SQL, Power BI, Tableau, or similar analytics platforms.
• Ability to develop and track KPIs, analyze business processes, and make data-driven decisions.
• Strong strategic thinking, problem-solving, and decision-making capabilities.
• Excellent stakeholder management skills with the ability to collaborate across teams and manage competing priorities.
• Knowledge of financial services, digital lending, fintech, or financial inclusion products is an added advantage.
• Effective project management, communication, and presentation skills, with the ability to influence and drive outcomes.
• Demonstrated ability to work in a fast-paced environment while managing multiple initiatives and delivering results.