Service Management Executive at Interswitch Group
Service Management Executive: A Service Management Executive is presently needed by Interswitch Group. Please carefully read this content if you plan to work in this role.
About Interswitch Group
Interswitch is an integrated digital payments and commerce company with a focus on Africa that makes it easier for people and businesses to exchange value and electronically move money on a timely and reliable basis.
Established in 2002, the company initially catered to transaction switching and electronic payments processing.
Over time, it transformed into an integrated payment services provider, constructing and overseeing payment infrastructure and offering cutting-edge payment solutions and transactional services across the African continent.
Unique job opportunities are provided by Interswitch to people who can contribute positively and play important roles in a creative and enjoyable work environment.
Job Summary
In order to accomplish excellent service and realize customer retention and growth along both new and existing business lines, it is necessary to deliver critical operational service management tasks using ITIL and ITSM techniques and concepts.
Responsibilities
Drive Service Quality:
- Perform routine service activity audits, recording your results and carrying out the recommended quality controls.
- Execute quality initiatives that have been agreed upon, tracking their impact and efficacy using the Continual Service Improvement methodology.
- Prepare thorough reports by gathering and evaluating high-quality data for trend analysis.
- Check that all criteria are satisfied by comparing the delivery of services to compliance checklists.
- Respond to detected non-compliance issues and work with pertinent parties to address them in accordance with the established SLA.
READ ALSO:
- MAC Consult is Hiring
- Collections Officer at PalmPay Limited
- Sales Co-ordinator Job at Sitredia Limited
- Lead UX Writer / Content Designer at Moniepoint
Customer Service Engagement:
- Answer questions from customers directly, handling common requests and keeping records of exchanges.
- Report complicated client issues in full context to the appropriate support teams so they can be resolved.
- Condense consumer input into useful information for bettering services.
- Oversee service update communication strategies, making sure that consumers receive precise and unambiguous messages.
- Make sure the onboarding of new clients is handled smoothly by support.
- Create and provide customer service reports that include thorough analysis and conclusions.
- Put customer service procedures into practice to guarantee consistency and high-quality interactions with customers.
Knowledge Management:
- Take part in specialized training classes, integrating standard concepts into daily tasks and applying newly acquired knowledge.
- Lead targeted knowledge-sharing sessions and share with the team the best practices you have discovered.
- Respond to performance reviews by focusing on particular areas that require skill improvement.
- Keep a record of your own learning and development endeavors, monitoring your progress and outcomes using ITIL’s Knowledge Management.
- Work together on service delivery projects, utilizing cross-functional abilities to improve the caliber of services provided.
Governance and Team Support:
- Lead significant business initiatives (such as process automation, maturity models, and product automation) for compliance.
- Participate in the creation and maintenance of procedural documentation as well as the production of team resource materials.
- Take part in group problem-solving exercises and provide specific suggestions based on your operating experience.
- Assist the group in its efforts to improve continuously by examining procedures to find room for improvement.
- Serves as a point of contact with the company’s other business lines (Backbone team)
Qualifications
- A degree, either undergraduate or graduate, from an accredited university.
- SQL scripting abilities.
- ITSM and ITIL expertise and certification.
- Certification in Lean Six Sigma.
Experience:
2–4 Years of Experience in Technical Customer Support, Technical Service Management, or Related Fields.
