To manage a team that is responsible for the back-end services of the acquiring business at Interswitch, ensuring merchant services are up and running daily and are functioning as they should.


  • Understand, Utilize and support the service architecture created for the support of merchants
  • Ensures service efficiency and effectiveness of product and channel designs and implementations
  • Pilot new services initiatives for merchants and provide feedback for enhancements
  • Provide input into the business and Technical Service Catalogue
  • Work with support teams to ensure that merchants get adequate support and proper communication to drive satisfaction and usage
  • Deliver on assigned merchant issues and tasks using provided platforms and tools, provide feedback to improve product and service designs
  • Manage current solution delivery and service offerings by ensuring SLAs are met by all internal supporting teams
  • Follow up on all merchant projects, ensuring projects are managed well and are delivered on time
  • Handles Service Training and handover training for new and existing services for merchants
  • Carries out End User Quality Assurance on deployed solutions
  • Identifies Service enhancements/service improvements, document them and discuss with manager
  • Develops and implements initiatives that ensure channel are online, services are running as they should, and uptime is supporting transaction growth
  • Oversees the analysis & monitoring of merchant channel trends to be able to make recommendation on business and service enhancements
  • Designs and conduct customer surveys
  • Regularly meets with merchants, to review service operations performance and document all feedback
  • Use trends to engage proactively, support merchant business by introducing new ways to optimize channel
  • Generates daily/ weekly Service Operations Performance report to provide insights on Service Trend Analysis from customer and internal perspective
  • Provide where not available online transactions reports to merchants and partners by liaising with the core operations teams
  • Work with the product and business team, to ensure proper operational framework are in place and operational for deploying and managing new services for merchant
  • Engage the product team where required to provided user experience and required enhancement for product usage improvement
  • Manage team to ensure they are skilled, equipped and are motivated to provided daily operational support to merchants and the support team


  • First Degree in any discipline from a reputable institution
  • Professional Certifications in Project Management or ITIL is an added advantage
  • 3-5years experience in the same or related role


Payment Processing


Lagos Office   |   Permanent


July 22, 2021

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