• Application Deadline: Wed, 30 Nov 2022 00:00:00 GMT
• Position: Service Management Executive


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 4 years


• Location Lagos


• Job Field Administration / Secretarial 
  

Job Description

• To support the management of Interswitch’s group Purepay Services through the management of interaction between the internal teams, external customers, partners, and other stakeholders.

Responsibilities

• Service Design


• Support the creation of service architecture


• Service Operations


• Runs beta and pilot programs with new services and enhancement initiatives


• Provides input into the business and Technical Service Catalogue


• Works with support teams to ensure that consumers get adequate support and proper communication to drive satisfaction and usage


• Manages issues resolution and assign actionable tasks to various business stakeholders


• Manages current service offerings by ensuring SLAs are met by operations team and support team or other teams


• Service Transition


• Prepares a Project transition to Operational Services checklist for every project assigned


• Service Training and handover training for new and existing services


• End User Quality Assurance


• Continuous Service Improvement


• Identifies Service enhancements/service improvements


• Develops and implements initiatives that ensure product transaction growth


• Oversee the analysis & monitoring of market trends to be able to make recommendation on product enhancements


• Service Performance Review/ Analysis


• Designs and conduct customer surveys


• Generates daily/ weekly Service Performance report to provide insights on Service Trend Analysis from customer and internal perspective


• Regularly meets with top 10 customers, to review service performance


• Others


• Keeps sales team up to date on functionality and future enhancements to products and provides relevant sales materials.

Requirements

• First Degree in a Science or Art discipline


• 4 years' experience in same or related field


• Service/Project Management certifications like ITIL, ISO, PMP, etc will be an added advantage.