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Service Management Executive needed at Interswitch

Job title : Service Management Executive

Job Location : Lagos

Deadline : May 18, 2024

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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.

How to Apply for this Offer

Interested and Qualified candidates should Click here to Apply Now

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