Job Purpose

To drive the provision of excellent Interswitch’s group Paymate digital API Services through the management of interactions between Interswitch’s internal teams, maintaining customer relationships and improving response and delivery times. Updating the business process methods to improve overall efficiency. Resolving any service problems and customer complaints.

Responsibilities

• Execute Post-Go-Live customer onboarding to ensure adequate product operational knowledge & access to business tools & platforms required by Digital service customers for day-to-day business operations.
• Drives the resolution of issues & requests raised by digital services customers.
• First level service performance monitoring & analysis to provide data insight on Service trend observed from customer complaint or proactive checks to internal stakeholders responsible for resolution
• Identifies Service & product enhancements/ improvements by analysing customer complaint data from CRM.
• Maintains issue & Incident logs and drives the execution of actionable tasks assigned to various technical stakeholders to mitigate reoccurrence.
• Document and updates the business and Service processes in collaboration with the business & Product team(s).
• Manages current service offerings by ensuring SLAs are met by operations, support or other team(s) required to provide support to digital services partners / customers.
• Works with support teams to ensure that customers / partners get adequate support and proper communication to drive customer satisfaction.
• Communicates & drives customer requirements to the Product & Operations team(s) and work with them to ensure that service is delivered based on partner’s requirements / request.
• Monitoring and tracking of financial recoveries from operational exposures.
• Develop and maintain strong relationship with all Digital services partners and perform regular service reviews using a structured scheduled service review plan.
• Drive the execution and completion of all action points / to do’s documented during periodic service reviews to attain %closure.
• Regulatory body requirement & Compliance request fulfilment

Behavioural Competencies:

Personal Credibility

• Results oriented, Resourceful, and highly motivated
• Able to manage multiple clients at the same time
• Ability to work in a fast-paced environment and learn quickly
• Ability to multitask and work well under pressure

Creative

• Strong interpersonal and analytical skills

Technical Competencies

• Product Management
• Relationship and Account Management
• Process Management
• Products/Services Knowledge and Application
• Presentation Skills
• Communication Skills
• Analytical Skills
• Managing Change
• Microsoft Office products (Excel, PowerPoint, and Word)

Education

Academic Qualification(s): Good 1st degree in relevant discipline

• Professional Qualification(s)

ITIL Service Management (Not mandatory)

Experience:

• 3-5 years’ experience in service Management, Operations & customer Support, or Product Management