Service Management Executive

Service Management Executive at Interswitch Group

Interswitch is a digital payments and commerce company focusing on Africa, enabling electronic money circulation and value exchange between individuals and organizations. Since our establishment in 2002, we’ve evolved from transaction switching and electronic payments processing into an integrated payment services provider, managing payment infrastructure and delivering innovative products and services across Africa. At Interswitch, we offer unique career opportunities in an innovative and enjoyable environment.

We are currently seeking to fill the position of Service Management Executive based in Lagos, within the Group Finance & Supply Chain Management department.

Job Summary:

The Service Management Executive is responsible for providing operational support for the Merchant Acquiring business to enhance merchants’ experience with our products and services and ensure efficient interaction between internal teams and customers.

Key Responsibilities:

Chargeback Monitoring:

• Monitor merchant channel trends to identify improvement opportunities and service enhancements.
• Analyze chargeback reports and make recommendations for informed decisions.

Settlement & Dispute Support:

• Handle monthly service training and handover training for new and existing services.
• Resolve all Merchant Settlement and dispute issues.

Service Reviews and Merchant Engagements:

• Meet regularly with merchants to review service performance and document feedback.
• Conduct customer surveys and support Voice of the Customer (VOC) execution.

Service Development:

• Utilize and support service architecture for merchant support.
• Ensure service efficiency and effectiveness of product and channel designs.
• Conduct End User Quality Assurance on deployed solutions.

Analytics & Reporting:

• Ensure operational data availability weekly and provide inputs to monthly reports.
• Support Process Improvement initiatives and ensure optimized operations.

Risk & Compliance Management:

• Ensure closure of all Compliance open items and risk line items.
• Ensure all internal control measures and audit non-conformities are addressed.

POS Consumable Management:

• Manage Telco vendors invoices, SLAs with Banks, and POS consumables.

Requirements:

Qualification(s):

• A Graduate Degree in a related field.

Professional Qualifications and Certifications:

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

General Experience:

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