Service Management Executive 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: Service Management Executive

Location: Lagos
Department: Group Finance & Supply Chain Management

Job Summary

• To provide operational support for the Merchant Acquiring business to enhance our merchants experience using our product & services and ensure efficient interaction between the internal teams and customers.

Key Responsibilities
Chargeback Monitoring:

• Monitor merchant channel trends to identify improvement opportunities and service enhancements to protect the Merchant Acquiring business
• Monitors chargebacks which could lead to financial exposure for the company
• Analyses Chargeback report and make recommendation for informed decisions

Settlement & Dispute Support:

• Handle monthly Service Training and handover training for new and existing services for merchants
• Provide where not available online transactions reports to merchants and partners by liaising with the core operations teams
• Support the resolution of all escalated issues and incidents on behalf of merchants
• Resolve all Merchant Settlement and dispute issues
• Engagement across various departments to resolve system issues (Operations, Products, Analytics) etc

Service Reviews and Merchant Engagements:

• Regularly meets with merchants, to review service performance and document all feedbacks
• Handle monthly Service Training and handover training for new and existing services for merchants
• Merchant Engagement and Intimacy
• Designs and conduct customer surveys
• Support VOC execution working with the Product management team

Service Development:

• Utilize, and support the service architecture created for the support of merchants
• service efficiency and effectiveness of product and channel designs and implementations
• input into the business and Technical Service Catalogue
• current solution delivery and service offerings by ensuring SLAs are met by all internal supporting teams.
• Carries out End User Quality Assurance on deployed solution

Analytics & Reporting:

• Ensure Operational data is available weekly and provide inputs to Monthly reports for the Service Management team.

Process Management:

• Ensure all Processes within the Paymate Business are duly documented and validated
• Support Process Improvement initiatives and ensure our operations are optimized
• Ensure all documented guides are up to date and duly approved by identified Process Owners and Champion
• Identifies Service enhancements/service improvements, document them and discuss with team lead

Risk & Compliance Management:

• Ensure full closure of all Compliance open items to mitigate against statutory sanctions
• Work with Risk Management to ensure all risk line items are dully execution in the Merchant Acquiring business
• Ensure all identified Internal control measures and Audit non-conformities are deliverables are duly closed out within the Merchant Acquiring business

POS Consumable Management:

• Ensure all Telco vendors invoices are paid on time to avoid disconnection
• Ensure all Sim cards are prepared for activation for the POS Support team to POS merchants
• Ensure all SLA with Banks are reviewed and Updated
• Ensure POS Consumables are requested timely

Requirements 
Qualification(s):

• A Graduate Degree in related field.

Professional Qualifications and Certifications:

• ITIL Service Management, Lean Six Sigma, Change management certification(s) will be added advantage

General Experience:

• 1-3 years’ experience in Service Management, Operations & customer Support, or Product Management.

Application Closing Date
Not Specified.