Interswitch is a leading Africa-centric digital payments and commerce company that enables seamless electronic money movement and value exchange between individuals and businesses in a consistent and timely manner. Since our inception in 2002 as a transaction switching and electronic payment processor, we have transformed into a fully integrated digital payments services provider—developing and managing payment infrastructure and delivering innovative digital products across the African continent. At Interswitch, we provide exceptional career opportunities for talented individuals ready to thrive in a dynamic, innovative, and enjoyable work environment.
We are currently hiring for the position below:
Job Title: Head of Service Management
Location: Lagos
Job Purpose
Lead the delivery of superior group Paymate digital API services by overseeing coordination between internal teams, managing partner relationships, and improving issue resolution and service delivery timelines. Enhance internal processes for better efficiency while handling service issues and customer-related complaints.
Responsibilities
- Conduct post-implementation customer onboarding to equip digital service clients with the operational knowledge, tools, and platform access needed for daily operations.
- Oversee the prompt resolution of requests and issues from digital service customers.
- Perform initial monitoring and analysis of service performance trends using customer feedback and proactive system checks, then provide insights to the appropriate internal teams.
- Serve as the communication bridge between customers and internal Product & Operations teams to ensure services align with client requirements.
- Monitor and track financial recovery from operational risks.
- Build and sustain strong relationships with all Digital Services partners through structured and routine service review meetings.
- Manage the execution and closure of action items agreed upon during service reviews.
- Address regulatory compliance and information requests as needed.
- Analyze complaint data to identify product or service enhancement opportunities.
- Maintain logs for incidents and problems, ensuring resolution tasks are executed by assigned technical stakeholders to prevent recurrence.
- Collaborate with Product and Business teams to document and revise business and service processes.
- Manage current service offerings to ensure all operational teams meet service level agreements (SLAs).
- Coordinate with support teams to ensure customers receive timely support and communication, aiming to boost overall satisfaction.
Education
Academic Qualification:
- A strong First Degree in a relevant field.
Professional Certification:
- ITIL Service Management certification is an added advantage but not compulsory.
Behavioural Competencies
- Strong personal integrity and professionalism
- Goal-driven, proactive, and self-motivated
- Able to do several tasks under duress
- Innovative and solutions-oriented
- Excellent interpersonal and analytical skills
- Skilled in managing multiple clients concurrently
- Adaptable to fast-paced environments with a strong learning curve
Technical Competencies
- Expertise in Product Management
- Strong Communication and Presentation abilities
- Analytical and Change Management skills
- Adept with Microsoft Office products (Word, Excel, and PowerPoint)
- Effective in Relationship and Account Management
- Knowledge of Process Management
- Deep understanding of Digital Products and Service Application
How to Apply
Interested and qualified candidates should
Click here to apply
To apply for this job please visit www.linkedin.com.