• Application Deadline:
• Position: Service Management Executive


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 1 - 3 years


• Location Lagos


• Job Field Procurement / Store-keeping / Supply Chain 
  

Job Summary

• To provide operational support for the Merchant Acquiring business to enhance our merchants experience using our product & services and ensure efficient interaction between the internal teams and customers.

Key Responsibilities

Chargeback Monitoring:

• Monitor merchant channel trends to identify improvement opportunities and service enhancements to protect the Merchant Acquiring business


• Monitors chargebacks which could lead to financial exposure for the company


• Analyses Chargeback report and make recommendation for informed decisions

Settlement & Dispute Support:

• Handle monthly Service Training and handover training for new and existing services for merchants


• Provide where not available online transactions reports to merchants and partners by liaising with the core operations teams


• Support the resolution of all escalated issues and incidents on behalf of merchants


• Resolve all Merchant Settlement and dispute issues


• Engagement across various departments to resolve system issues (Operations, Products, Analytics) etc

Service Reviews and Merchant Engagements:

• Regularly meets with merchants, to review service performance and document all feedbacks


• Handle monthly Service Training and handover training for new and existing services for merchants


• Merchant Engagement and Intimacy


• Designs and conduct customer surveys


• Support VOC execution working with the Product management team

Service Development:

• Utilize, and support the service architecture created for the support of merchants


• service efficiency and effectiveness of product and channel designs and implementations


• input into the business and Technical Service Catalogue


• current solution delivery and service offerings by ensuring SLAs are met by all internal supporting teams.


• Carries out End User Quality Assurance on deployed solution

Analytics & Reporting:

• Ensure Operational data is available weekly and provide inputs to Monthly reports for the Service Management team.

Process Management:

• Ensure all Processes within the Paymate Business are duly documented and validated


• Support Process Improvement initiatives and ensure our operations are optimized


• Ensure all documented guides are up to date and duly approved by identified Process Owners and Champion


• Identifies Service enhancements/service improvements, document them and discuss with team lead

Risk & Compliance Management:

• Ensure full closure of all Compliance open items to mitigate against statutory sanctions


• Work with Risk Management to ensure all risk line items are dully execution in the Merchant Acquiring business


• Ensure all identified Internal control measures and Audit non-conformities are deliverables are duly closed out within the Merchant Acquiring business

POS Consumable Management:

• Ensure all Telco vendors invoices are paid on time to avoid disconnection


• Ensure all Sim cards are prepared for activation for the POS Support team to POS merchants


• Ensure all SLA with Banks are reviewed and Updated


• Ensure POS Consumables are requested timely

Requirements 

Qualification(s):

• A Graduate Degree in related field.

Professional Qualifications and Certifications:

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

General Experience:

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