Service Management Executive

JOB PURPOSE

To coordinate the interaction between internal teams and customers while monitoring the provision of payment processing services and business solutions to customers to help them attain their business goals while building long-term capabilities. To identify trends in payment processing and provide strategic insights and recommendations to optimise processes, workflows, tools, and data, influence global consistency, increase productivity and drive operational excellence, business transformation and change management. To work with cross-functional teams within Interswitch to help resolve customers issues, challenges and pain points and implement services enhancements.

RESPONSIBILITIES

Customer Service Planning and Service Delivery as per SLAs

• Providing customer service support and play a key role in helping to achieve targets in areas such as productivity or turnaround times.
• Participate in the development and delivery of operational plans in line with payments processing strategies that increase, expand, and strengthen the overall customer engagement and raise the visibility on key strategies, projects and initiatives and ascertain the consistent delivery of services as per the SLAs.
• Enforce service delivery adherence to established service level agreements through proactive monitoring and ongoing trend analysis.

Customer Needs Clarification

• Develop and implement mechanisms to receive customer feedback, coordinate service performance reviews, dissect current processes to highlight areas needing improvement for the department.
• Provide insights and recommendations to improve customers experience and Interswitch’s brand preference and to optimise revenue growth and channels.
• Design and conduct customer surveys, meet regularly with merchants to review service performance, and generate daily and weekly service performance report to provide insights on service trend analysis including service enhancements and improvements recommendation and online transactions reports to merchants and partners by liaising with the core operations teams.
• Investigate and research merchants’ issues, challenges, and pain points, gather additional information as needed, to successfully resolve or re-route the issue.
• Determine which issues need escalation or routing to other internal teams and follow-up until resolution.

Design and Implementation

• Monitor the efficiency and effectiveness of merchant channel design and implementation, measure channel transaction growth and optimisation and provide insights and recommendations to enable new designs and enhancements based on merchants, market and industry trends.
• Contribute to merchants’ case resolutions through the engagement in the development near and long-term workflow strategies and implementations.
• Support the long-term merchants’ services strategy and delivery model and continuous improvements of business processes.
• Lead efforts that help build an excellent, agile, and scalable merchant ecosystem by anticipating how decisions are made, persistently exploring and uncovering their business needs and value drivers.
• Identifying, prioritising, and supporting execution of opportunities and initiatives that address those needs.

Product and Solution Development

• Develop and continuously enhance the architecture of new services based on customers’ requirements and in line with Interswitch’s infrastructure to ascertain that all customers are appropriately serviced.
• Review and analyse data from a variety of sources to effectively plan and manage the successful transition of approved payment processing solutions, including enabling the release of new solutions into the Interswitch payment processing environment, the replacement or updates of existing solutions, the removal a solution or component from services.
• Run beta and pilot programmes by collaborating with merchants, subject expert matters and business leaders to identify opportunities to refine service architecture and current lending services and develop new services based on market and industry trends.

Customer Experiences Implementation

• Support the implementation of differentiating customer experience initiatives, tools and processes, including customer experience testing.
• Use data to draw insights, identify trends and opportunities, influence business decisions and ascertain business value realisation taking into account market data and customers feedback.
• Coordinate the piloting of new products or enhancements and provide feedback to the product teams to optimise products adoption and positioning
• Deliver on assigned merchant issues and tasks using provided platforms and tools, provide feedback and input to improve product and service designs and to expand business and technical catalogues.
• Pilot new services initiatives and carry out quality assurance on deployed solutions.
• Collaborate with cross-functional teams to provide direction and support, streamline processes, gain efficiencies and enhance the overall user experience.

Stakeholder Engagement and Serve as Advocate and Mentor

• Assist with stakeholder engagement by arranging actions, meetings, events and supporting materials to promote stakeholder understanding and commitment.
• Develop long-term customer relationships and partnerships by introducing and presenting Interswitch’s offerings as well as by keeping up-to-date with current developments and trends in payment processing and industry knowledge.
• Serve as an advocate for Interswitch’s brand, products and services, as an evangelise insights on what is working and what is not to help drive incremental gains in pipeline and revenue.
• Act as a mentor and coach to team members and merchants while fostering an environment of mutual respect and trust among senior-level team members.

 

SKILLS

Understands Buying Influencer Needs

• Works without supervision and provides technical guidance when required to quickly and accurately define the needs of the key buying influencers.
• Seeks to understand buyer needs; Determines the root of buyer needs; Uncovers buyer's goals; Seeks buyer need priorities; Assesses channel relationship needs and expectations.

Builds Customer Loyalty

• Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organisation's ability.
• Typically works without supervision and may provide technical guidance.
• Recognises importance of customer loyalty; Demonstrates respect for the customer; Provides solutions to the customers' problems; Empathises with customers; Balances appropriate focus on tasks and service; Services diverse customers; Describes impact of customer experience; Explains customer experience and related loyalty metrics; Identifies important interaction points with customers; Focuses on simplicity when addressing the customer; Takes responsibility for addressing customer concerns; Leverages available resources to meet customer needs; Collaborates with team members to best serve customers.

Customer and Market Analysis

• Conducts research and analyses data without supervision while providing technical guidance as needed in order to develop a comprehensive understanding of customer and market conditions that enables maximum return on investments.

Customer-Focused Approach

• Works without supervision and provides technical guidance when required to orient the seller's organisation around delivering to the key needs of their customers.
• Uses common terminology; Elevates partner insights; Collaborates with customers; Keeps customer at centre of sale.

Diagnoses Needs with Questions

• Works without supervision and provides technical guidance when required to ask questions that encourage the client to talk openly about their key objectives and challenges.
• Allows responses to guide conversations; Uses golden silence; Encourages clients to speak freely; Asks open-ended questions.

Initiates Compelling Sales Conversations

• Works without supervision and provides technical guidance when required to propose a mutually agreed-upon agenda to start sales conversations that offer value to the client.
• Adds value through perspective; Leverages pre-call prep; Confirms client understanding; Leverages pre-call prep for partnerships; Proposes mutually valuable agenda; Provides context for conversations.

Service Into Sales

• Works with full competence to recognise sales opportunities during service interactions to enhance overall customer service.
• Typically works without supervision and may provide technical guidance.
• Recognises clues for additional needs; Transitions from service conversation to sales conversation; Presents products and solutions in a compelling way; Closes with appropriate next steps; Refers additional customer needs to appropriate team.

Understands Customer Needs

• Works without supervision and provides technical guidance when required to articulate the customer needs in the customer's business language and business context.
• Understands customer context; Uncovers customer Key Performance Indicators; Articulates customer objectives; Adds value to partnerships.

Customer Service Delivery

• Works without supervision while providing technical guidance as needed on meeting high customer service standards.

Masters Service Conversations

• Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply and close.
• Typically works without supervision and may provide technical guidance.
• Confirms customer satisfaction; Confirms understanding; Delivers unwelcome or unexpected news; Documents service-interaction efforts; Gains customer confidence and cooperation; Highlights positive outcomes; Leverages open and closed questions; Manages scope creep; Provides alternatives when an item is out of stock or unavailable; Recognises conversation barriers; Shares clear and correct information; Uses appropriate tone of voice.

 

EDUCATION 

General Education - University First Degree in Business Administration, Information Technology, Marketing and Sales, Finance, or related fields.

 

EXPERIENCE 

General Experience - At least 5 years' experience in Services Management roles ideally within reputable financial institutions or the payments industry, including a minimum of 3 years in service delivery.