To support the provision of excellent Interswitch’s group Purepay Services through the management of interactions between InterSwitch’s internal teams, customers, partners, and other stakeholders.

Responsibilities

  • Service Design
  • Conducts a service design exercise for each new service or unique requirements from customers and provides a service specification document based on the exercise
  • Provides technical input into acquiring product design
  • Supports the creation of a service architecture by providing process/technical input
  • Engages customers directly with the project management team for critical wins /deals to agree requirements, product / service functionalities and performance levels
  • Service Operations
  • Reviews beta and pilot programs conducted new services and enhancement initiatives
  • Maintains and updates the business and Technical Service Catalogue
  • Works with support teams to ensure that consumers get adequate support and proper communication to drive satisfaction and usage
  • Reviews issues resolution logs and actionable tasks assigned to various business stakeholders
  • Works with operations team to define SLAs for services and contracts
  • Manages current service offerings by ensuring SLAs are met by operations team and support team or other teams
  • Service Transition
  • Assigns executives to transition each project into operations
  • Reviews the project transition checklist prepared by Executives
  • Conducts/coordinates Service Training and handover training for new and existing services for Operations teams of banks
  • End User Quality Assurance
  • Continuous Service Improvement
  • Identifies Service enhancements/service improvements
  • Develops and implements initiatives that ensure product transaction growth
  • Analyses market trends so as to be able to provide input on product enhancements
  • Service Performance Review/ Analysis
  • Designs and conducts customer surveys
  • Generates daily/ weekly Service Performance report to provide insights on Service Trend Analysis from customer and internal perspective
  • Regularly meets with top 10 customers, to review service performance
  • Others
  • Manages relationships with issuers and acquirers
  • Drives the resolution of issues raised by issuers and acquirers
  • Provides technical presales support to the sales team
  • Continuously engages the customers to monitor service quality and delivery levels and areas for improvement
  • Reports on revenue
  • Reports on transaction trends for all issuers and acquirers (those that trended upwards and the ones that trended downwards) and provides industry insight as to why
  • Keeps sales people up to date on functionality and future enhancements to products and provides relevant sales materials

Requirements

  • First Degree in any Science/Art discipline from a reputable institution
  • 3-4years experience in the same or related role
  • Certification in Service Management (ITIL Foundation, ITIL Operations, ISO) or Project Management or Business Analysis will be an added advantage

Department

Purepay - Transaction Switching & Payment Processing

Location

Lagos Office   |   Permanent

Deadlines

July 7, 2021

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