Lead, Acquirer Business Operations at Interswitch Group

Interswitch is an Africa-focused integrated digital payments and commerce company that facilitates the electronic circulation of money as well as the exchange of value between individuals and organisations on a timely and consistent basis. We started operations in 2002 as a transaction switching and electronic payments processing, and have progressively evolved into an integrated payment services company, building and managing payment infrastructure as well as delivering innovative payment products and transactional services throughout the African continent. At Interswitch, we offer unique career opportunities for individuals capable of playing key roles and adding value in an innovative and fun environment.

We are recruiting to fill the position below:

Job Title: Lead, Acquirer Business Operations

Location: Lagos
Job Type: Permanent
Department: Payment Processing

Job Summary

• 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.

Responsibilities

• 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

Requirements

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

Application Closing Date
22nd July, 2021.