Product Manager - Service Interactions

About the role

About GoTymeX GoTymeX is the product, technology and data analytics hub of GoTyme Group. At GoTymeX, we're reimagining digital banking across emerging markets, across South Africa and Asia. Our mission is to unlock human potential, and we aim to do so through the development of transformative financial services that empower individuals and small businesses. We believe in the power of digital in building products that our employees and customers love. About the Service Interactions product team The Service Interactions team owns every channel through which customers connect with their bank, and the intelligence layer that makes those connections smarter over time. We sit within GoTymeX's Customer Service Experience portfolio, operating as a Group function across both GoTyme Bank (South Africa) and GoTyme Bank (Philippines). We make conscious decisions to keep service access simple and intuitive and help them move up the digital adoption curve where needed. Part service designers, channel strategists and AI pragmatists; we're a cross-functional team of product, engineering, analysis, and design people spread across the globe, united by a shared belief that the best service interaction is the one that leaves a customer feeling genuinely looked after. Why work with GoTymeX Innovation-driven environment: Reinvention of processes, incorporating the structure and safety of explainable business processes, incorporating AI. International and collaborative culture: Be part of a dynamic team that values collaboration, continuous learning, and personal growth. Competitive benefits: Enjoy a comprehensive benefits package, opportunities for professional development (see below). Learning and development: Access to technical seminars, conferences, career talks, and overseas training to accelerate your career advancement and ensure continuous growth. Impactful work: Contribute to projects that directly influence financial empowerment and access in emerging markets. About the Role We're looking for a senior Product Manager who brings real depth in service interaction design. You've wrestled with the nuance of a conversational flow, understood when a self-service needs a graceful exit to a helpful human, and who genuinely cares about the difference between an interaction that just closes and one that leaves a customer feeling looked after. This is a Group role, spanning both GoTyme Bank (Philippines) and TymeBank (South Africa), with ownership of the product roadmap and outcomes across both markets. The right person has navigated both the fast-moving world of AI-first service technologies and the operational reality of cloud contact centre environments. They understand that platform knowledge is not product strategy, and that a truly great service interaction often happens without the customer noticing the technology behind it at all. This role works closely with adjacent product teams in the CSE portfolio - including those responsible for case management, service fulfilment workflows, and operations tooling - to ensure that the space between a service interaction and its resolution is as seamless as the conversation itself. What you'll be doing Working closely with business colleagues, design and product engineering teams to shape and manage a vision of intuitive self-service and AI-assisted digital servicing interactions across several servicing channels, while ensuring that every touchpoint still requiring a human feels like it was worth the conversation. This role owns the full spectrum of the crafting the experience, how that gets built and how it performs. Craft Customer Self-Service journeys through our In-app and, Kiosk Help Centre, growing the resolution before any agent is involved Enable Digital Messaging across In-app chat and WhatsApp (via platforms such as Twilio) and any other channels customers feel at home, including AI-assisted service conversation management. Orchestrate Inbound customer email management, auto-response frameworks, routing, and resolution workflows Optimise Inbound and outbound call routing and IVR design (contact centre platforms such as Genesys Cloud CX or AWS Connect) Product Ownership & Delivery Own and prioritize the groups Service Interactions backlog across both markets, with clear rationale balancing Group objectives and in-country urgency Lead sprint ceremonies (refinement, planning, reviews, retrospectives) with the engineering, BA, and design team Define and iterate on the product roadmap in collaboration with the Director of Product, aligned to Group strategic objectives and in-country OKR targets Hold the Definition of Done across all product delivery outputs and own release readiness Track and report on product-level OKRs: CSAT, digital channel adoption, self-service resolution, cost to serve per active customer, and NPS Service Interactions Strategy Own the Group-level strategy for how customers interact with GoTymeX banks balancing digital-first ambition with the realities of

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