To support the management of Interswitch’s group Purepay Services through the management of interaction between the internal teams, external customers, partners, and other stakeholders.
Responsibilities
- Service Design
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Support the creation of service architecture
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Service Operations
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Runs beta and pilot programs with new services and enhancement initiatives
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Provides input into the business and Technical Service Catalogue
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Works with support teams to ensure that consumers get adequate support and proper communication to drive satisfaction and usage
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Manages issues resolution and assign actionable tasks to various business stakeholders
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Manages current service offerings by ensuring SLAs are met by operations team and support team or other teams
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Service Transition
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Prepares a Project transition to Operational Services checklist for every project assigned
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Service Training and handover training for new and existing services
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End User Quality Assurance
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Continuous Service Improvement
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Identifies Service enhancements/service improvements
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Develops and implements initiatives that ensure product transaction growth
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Oversee the analysis & monitoring of market trends to be able to make recommendation on product enhancements
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Service Performance Review/ Analysis
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Designs and conduct customer surveys
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Generates daily/ weekly Service Performance report to provide insights on Service Trend Analysis from customer and internal perspective
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Regularly meets with top 10 customers, to review service performance
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Others
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Keeps sales team up to date on functionality and future enhancements to products and provides relevant sales materials
Requirements
- First Degree in a Science or Art discipline
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4 years' experience in same or related field
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Service/Project Management certifications like ITIL, ISO, PMP, etc will be an added advantage
