To manage the customer expectation and service experience for Interswitch’s (Switching and Processing) customers.


  • Relationship Management
  • Manages communication with customers on upgrades, outages and issues
  • Obtains feedback from customers on service issues
  • Engages internal stakeholders to resolve customer issues in a timely manner
  • Carries out monthly service quality review sessions with key customers
  • Carries out quarterly service quality review sessions with Tier 2 customers
  • Monitor Service Experience for new products and services
  • Contract Management
  • Manages payments, billing and receivables anniversaries
  • Liaises with Service Managers and Legal Team to Draft SLAs and contracts
  • Works with Service Managers and Legal Team to Review SLAs and contracts with customers
  • Works with Service Managers and Legal Team to Review SLAs and contracts with partners
  • Works with support teams to ensure that customers get adequate support and proper communication to drive satisfaction and usage
  • Manages current service offerings by ensuring SLAs are met by operations team and support team or other teams
  • Ensures contracts are renewed as and when due
  • Continuous Service Improvement
  • Identifies areas for service enhancements/service improvements
  • Analyses market trends so as to be able to provide input on product and service enhancements
  • Service Performance Review/ Analysis
  • Conducts customer surveys
  • Provides insights on industry trends or initiatives from key customers
  • Regularly meets with our top 10 customers, to review service performance
  • Conducts service performance review with service managers and internal teams to assess SLA breaches
  • Provides feedback from customers to Service Managers
  • Reporting
  • Generates reports on service quality and contract management


  • Academic qualification(s): A Bachelors Degree in Law
  • Experience: 5 years of proven experience as a legal counsel, with at least two (2) years in the Fintech or Financial Services Sector


Purepay - Transaction Switching & Payment Processing


Lagos Office   |   Permanent


August 15, 2022

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