Team Lead, Service Governance 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: Team Lead, Service Governance

Location: Lagos

About the Job
Process Management:

• Ensure all Processes within the Paymate Business are duly documented and validated
• Identify improvement opportunities within the business and fix process lapses
• Conduct Process Improvement to ensure our operations are optimized
• Ensure documentation of all Operational Processes and Procedures across the Paymate Business
• Ensure all documented guides are up to date and duly approved by identified Process Owners and Champion.
• Participate in process improvement activities for identified improvements
• To develop and manage resources that ensure all processes and policies are duly documented for Interswitch to ensure we achieve repeatable business and maintain our ISO 9001 standards.

Continuous Improvement:

• Analyze Paymate processes and procedures and develop process enhancement strategies.
• Investigate shortfalls, issues, and complaints in current business processes.
• Establish norms and standards of the Paymate Business performance
• Collaborate with relevant stakeholders to enhance productivity and customer satisfaction.
• Align with the Technology team to ensure execution of identified measures required to prevent service failure/downtime reoccurrence.
• Ensure reduction and improvement of top complaints by Paymate customers
• Stay up-to-date with developments in management and process optimization.

Stakeholder Alignment:

• Manage alignment with Paymate Back Office Support (Risk & Compliance, Technology, Support, Operations, Group HR, Business Lines) to ensure the group goals are achieved
• Organize, monitor, and improve the Paymate’s relationships with other internal stakeholders.
• Ensure agreed deliverables from Business Partner engagements are executed

Knowledge Management:

• Ensure all required documents within the business are available, stored in a central repository and updated consistently
• Define the knowledge management strategy for our knowledge base and maintain high quality, up-to-date, and searchable content for the various teams in Paymate
• Work effectively across the organization with stakeholders, change management, service evaluate business knowledge requirements, define the efficiency of the knowledge base content, and ensure availability.
• Establish writing guidelines based on knowledge base best practices and develop the team to ensure they achieve or surpass them.
• Ensure adherence to established knowledge information across the Paymate Business
• Conduct periodic reviews to ensure validity and proper updates are done in the central repository

Initiatives & Change Management:

• Execution of all Group initiatives across the different departments and ensure full completion
• Drive the success of all internal engagements within the Paymate group and ensure full achievement of set objectives>
• Develop and manage resources that ensure all initiatives in Paymate meet set objectives on time and on budget.
• Partner with relevant stakeholders across the organization to execute change initiatives that focus on changes to people, business processes, systems, technology, job roles, and organizational structure.

Churn Management (Reporting & Analytics):

• Ensure weekly and monthly reporting of customer transactions and trends are developed and shared with the account managers
• Drive and ensure feedback from the customer is received in cases of reduced transaction
• Ensure all action items to retain and win back customers are completed

Risk & Compliance Management:
Work with Risk Management, Compliance, and Internal Audit to achieve the following for the Business:

• Policy Development
• Internal Compliance
• Reputation Management
• Regulatory Compliance
• Business Continuity
• Contract Management

Application Closing Date
Not Specified.