Interswitch Group is currently recruiting interested and qualified applicants for the position of Service Management Executive in Nigeria. Learn about the job responsibilities, qualifications/eligibility and how to apply.
Job
Purpose
·
To coordinate
the interaction between internal teams and customers while monitoring the
provision of payment processing services and business solutions to
customers to help them attain their business goals while building
long-term capabilities.
·
To identify
trends in payment processing and provide strategic insights and
recommendations to optimise processes, workflows, tools, and data, influence
global consistency, increase productivity and drive
operational excellence, business transformation and change management.
·
To work
with cross-functional teams within Interswitch to help resolve customers
issues, challenges and pain points and implement services enhancements.
Responsibilities
Customer Service
Planning and Service Delivery as per SLAs
- Providing
customer service support and play a key role in helping to
achieve targets in areas such as productivity or turnaround times.
- Participate
in the development and delivery of operational plans in line
with payments processing strategies that increase, expand, and
strengthen the overall customer engagement and raise the visibility
on key strategies, projects and initiatives and ascertain the
consistent delivery of services as per the SLAs.
- Enforce
service delivery adherence to established service level
agreements through proactive monitoring and ongoing trend
analysis.
Customer Needs
Clarification
- Develop
and implement mechanisms to receive customer feedback,
coordinate service performance reviews, dissect current processes to
highlight areas needing improvement for the department.
- Provide
insights and recommendations to improve customers experience
and Interswitch’s brand preference and to optimise revenue growth and
channels.
- Design
and conduct customer surveys, meet regularly with merchants to
review service performance, and generate daily and weekly service
performance report to provide insights on service trend analysis
including service enhancements and improvements recommendation and
online transactions reports to merchants and partners by liaising
with the core operations teams.
- Investigate
and research merchants’ issues, challenges, and pain points, gather additional
information as needed, to successfully resolve or re-route the issue.
- Determine
which issues need escalation or routing to other internal teams
and follow-up until resolution.
Design and
Implementation
- Monitor
the efficiency and effectiveness of merchant channel design
and implementation, measure channel transaction growth and
optimisation and provide insights and recommendations to enable new
designs and enhancements based on merchants, market and industry
trends.
- Contribute
to merchants’ case resolutions through the engagement in
the development near and long-term workflow strategies and
implementations.
- Support
the long-term merchants’ services strategy and delivery model
and continuous improvements of business processes.
- Lead
efforts that help build an excellent, agile, and scalable
merchant ecosystem by anticipating how decisions are made,
persistently exploring and uncovering their business needs and value
drivers.
- Identifying,
prioritising, and supporting execution of opportunities and
initiatives that address those needs.
Product and Solution
Development
- Develop
and continuously enhance the architecture of new services based
on customers’ requirements and in line with Interswitch’s
infrastructure to ascertain that all customers are appropriately
serviced.
- Review
and analyse data from a variety of sources to effectively plan
and manage the successful transition of approved payment processing
solutions, including enabling the release of new solutions into the
Interswitch payment processing environment, the replacement or
updates of existing solutions, the removal a solution or component
from services.
- Run beta
and pilot programmes by collaborating with merchants, subject
expert matters and business leaders to identify opportunities to
refine service architecture and current lending services and develop
new services based on market and industry trends.
Customer Experiences
Implementation
- Support
the implementation of differentiating customer experience initiatives, tools
and processes, including customer experience testing.
- Use data
to draw insights, identify trends and opportunities, influence
business decisions and ascertain business value realisation taking
into account market data and customers feedback.
- Coordinate
the piloting of new products or enhancements and provide feedback to
the product teams to optimise products adoption and positioning
- Deliver
on assigned merchant issues and tasks using provided platforms and tools,
provide feedback and input to improve product and service designs and
to expand business and technical catalogues.
- Pilot new
services initiatives and carry out quality assurance on
deployed solutions.
- Collaborate
with cross-functional teams to provide direction and
support, streamline processes, gain efficiencies and enhance the
overall user experience.
Stakeholder Engagement
and Serve as Advocate and Mentor
- Assist
with stakeholder engagement by arranging actions, meetings, events
and supporting materials to promote stakeholder understanding and
commitment.
- Develop
long-term customer relationships and partnerships by introducing
and presenting Interswitch’s offerings as well as by keeping
up-to-date with current developments and trends in payment processing
and industry knowledge.
- Serve as
an advocate for Interswitch’s brand, products and services, as
an evangelise insights on what is working and what is not to help
drive incremental gains in pipeline and revenue.
- Act as a
mentor and coach to team members and merchants while fostering
an environment of mutual respect and trust among senior-level team
members.
SKILLS
Understands Buying
Influencer Needs
- Works
without supervision and provides technical guidance when required to
quickly and accurately define the needs of the key buying influencers.
- Seeks to
understand buyer needs; Determines the root of buyer needs; Uncovers
buyer's goals; Seeks buyer need priorities; Assesses
channel relationship needs and expectations.
Builds Customer Loyalty
- Works
with full competence to make every customer interaction positive
by leaving the customer feeling understood, appreciated, and
confident in the organisation's ability.
- Typically
works without supervision and may provide technical guidance.
- Recognises
importance of customer loyalty; Demonstrates respect for
the customer; Provides solutions to the customers' problems;
Empathises with customers; Balances appropriate focus on tasks and
service; Services diverse customers; Describes impact of customer
experience; Explains customer experience and related loyalty metrics;
Identifies important interaction points with customers; Focuses on
simplicity when addressing the customer; Takes responsibility for
addressing customer concerns; Leverages available resources to meet
customer needs; Collaborates with team members to best
serve customers.
Customer and Market
Analysis
- Conducts
research and analyses data without supervision while
providing technical guidance as needed in order to develop a
comprehensive understanding of customer and market conditions that
enables maximum return on investments.
Customer-Focused
Approach
- Works
without supervision and provides technical guidance when required
to orient the seller's organisation around delivering to the key
needs of their customers.
- Uses
common terminology; Elevates partner insights; Collaborates
with customers; Keeps customer at centre of sale.
Diagnoses Needs with
Questions
- Works
without supervision and provides technical guidance when required to
ask questions that encourage the client to talk openly about their
key objectives and challenges.
- Allows
responses to guide conversations; Uses golden silence;
Encourages clients to speak freely; Asks open-ended questions.
Initiates Compelling
Sales Conversations
- Works
without supervision and provides technical guidance when required
to propose a mutually agreed-upon agenda to start sales
conversations that offer value to the client.
- Adds
value through perspective; Leverages pre-call prep; Confirms client understanding;
Leverages pre-call prep for partnerships; Proposes mutually valuable
agenda; Provides context for conversations.
Service Into Sales
- Works
with full competence to recognise sales opportunities during service interactions
to enhance overall customer service.
- Typically
works without supervision and may provide technical guidance.
- Recognises
clues for additional needs; Transitions from service conversation
to sales conversation; Presents products and solutions in a
compelling way; Closes with appropriate next steps; Refers additional
customer needs to appropriate team.
Understands Customer
Needs
- Works
without supervision and provides technical guidance when required
to articulate the customer needs in the customer's business language
and business context.
- Understands
customer context; Uncovers customer Key Performance
Indicators; Articulates customer objectives; Adds value to
partnerships.
Customer Service
Delivery
- Works
without supervision while providing technical guidance as needed
on meeting high customer service standards.
Masters Service
Conversations
- Works
with full competence to navigate customer conversations by
leveraging the four parts of a service conversation: open,
learn, reply and close.
- Typically
works without supervision and may provide technical guidance.
- Confirms
customer satisfaction; Confirms understanding; Delivers unwelcome
or unexpected news; Documents service-interaction efforts; Gains
customer confidence and cooperation; Highlights positive outcomes;
Leverages open and closed questions; Manages scope creep; Provides
alternatives when an item is out of stock or unavailable; Recognises
conversation barriers; Shares clear and correct information; Uses
appropriate tone of voice.
Education
General Education - University First Degree in Business Administration, Information
Technology, Marketing and Sales, Finance, or related fields.
Experience
General Experience - At least 5 years' experience in Services Management roles ideally within reputable
financial institutions or the payments industry, including a minimum of 3
years in service delivery.
Method
of Application
Interested and
qualified applicants should follow the link below to submit CV and application
letter.
Department:
Purepay - Transaction Switching & Payment Processing
Location:
Lagos Office | Permanent, Nigeria
Application
Deadline: June 24, 2023
>> CLICK HERE TO
APPLY ONLINE
