View Jobs at Interswitch Group |
Permanent |
Lagos |
Posted 3 years ago |
JOB TITLE: Lead, Service Management
JOB LOCATION: Lagos, Nigeria
Job type: Permanent
Department: Purepay
JOB DETAILS:
- 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
- 3-4 years 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.
Apply Now
Deadline: July 7, 2021
Job Features
Job Category | Executive / Management |