Head, Operations Support 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: Head, Operations Support

Location: Lagos

Job Summary

• To carry out accurate and timely delivery of Incident management and request fulfilment services, optimization and improvements with regards to operations of products and services offered on the Interswitch Network.
• Ensure delivery of accurate and timely operations service delivery for seamless Pre-processing, Real-time processing, and post transaction processing activities with regards to the following services.

Key Responsibilities
Event Monitoring:

• To ensure timely event detection with a view to averting critical incidents
• To ensure that incidents are created for all critical events exceptions.
• To ensure timely resolution of critical events that could impact service delivery.

Incident Resolution:

• Shall ensure that all incidents logged are resolved with a view to meeting set SLA/Customer satisfaction while liaising closely with relevant teams.
• Shall ensure proper clean-up of after effect of incidents with a view to eliminating exposure.
• Shall adequately document known issues and detailed work-around that can be applied in the case of a re-occurrence.
• To adequately report problems resulting from incidents with a view to completely resolve root cause.
• Provide technical expertise as subject matter experts in project task executions and contribute to the overall team knowledge.
• Propose improvement to application/services with a view to eliminating/reducing incidents.
• Occasional support during off-work periods e.g., weekends, public holidays, and night.

Process Optimisation:

• Deploy workaround to proactively cater for operational exceptions.
• Identify and Implement improvements to operations processes.

Team Administration
Team Management:

• Co-ordinate the completion of activities within the team on schedule and during off-work periods e.g. weekends, public holidays and night.
• Act as stand-in in the situation of group head’s absence
• Customer Escalation management
• Resource Availability management
• Process Management (Update, Gap identification/Elimination, Incident/Problem Reporting)

Self-Management:

• Productivity Management
• Performance management
• Knowledge Acquisition and utilization

Requirements

• B.Eng / BSc qualification
• 5 - 8 years experience with 1 – 2 years in a supervisory capacity within the FinTech Space.

Application Closing Date
Not Specified.