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KBZ Bank is seeking a proactive, detail-oriented, and customer-focused Product Support Officer to join the Payroll BU. The successful candidate will provide operational, technical, and analytical support to the Business Analytics & Product Growth Lead, Product Manager, and cross-functional teams. This role plays a critical part in ensuring the smooth operation, continuous enhancement, and successful delivery of payroll-related products and services while supporting business growth initiatives and customer satisfaction.

• Provide timely and effective functional and technical support for payroll products and services through various communication channels.
• Investigate, analyze, and troubleshoot product-related issues by identifying root causes and coordinating with relevant stakeholders for resolution.
• Assist internal teams and customers by providing clear guidance, recommendations, and solutions to operational and technical challenges.
• Collaborate with Product, Operations, Technology, and Business teams to support product enhancements, implementations, and process improvements.
• Maintain and update product documentation, knowledge base articles, user guides, FAQs, and training materials.
• Stay informed of product features, system enhancements, regulatory requirements, and industry developments relevant to payroll services.
• Support the preparation and distribution of weekly, monthly, quarterly, and annual product, business, and management reports.
• Assist in product performance monitoring, data analysis, dashboard preparation, and business reporting activities.
• Participate in product testing, user acceptance testing (UAT), and system validation exercises when required.
• Support ad-hoc projects, business initiatives, and other responsibilities assigned by management.
• Participate in after-hours support or on-call arrangements when required to ensure business continuity.

• Bachelor’s degree in Business Administration, Information Technology, Computer Science, Finance, Statistics, or a related field.
• Advanced proficiency in Microsoft Office applications, particularly Excel (Pivot Tables, Power Query, Data Analysis, Advanced Formulas) and PowerPoint.
• Strong analytical thinking and problem-solving capabilities with the ability to identify, investigate, and resolve complex issues.
• Excellent verbal and written communication skills, with the ability to effectively communicate technical and non-technical information to diverse stakeholders.
• Strong organizational, multitasking, and time-management skills with the ability to meet deadlines in a fast-paced environment.
• Experience with support ticketing systems, reporting tools, dashboards, and knowledge management platforms is an advantage.
• Demonstrated attention to detail, customer-centric mindset, professionalism, and commitment to service excellence.
• Positive attitude, adaptability, and willingness to continuously learn and develop new skills.