Apply for a Service Management Executive Position at Interswitch

Apply for a Service Management Executive Position at Interswitch

Apply for a Service Management Executive Position at Interswitch

Seniority level: Associate

Industry: Financial Services

Employment type: Full-time

Job functions: Customer Service, Business Development

JOB SUMMARY

As an Associate in our Merchant Acquiring business, you’ll play a pivotal role in enhancing the merchant experience with our products and services. Your primary responsibility will be to ensure seamless interaction between internal teams and customers.

KEY RESPONSIBILITIES:

Chargeback Monitoring:

– Identify improvement opportunities and service enhancements by monitoring merchant channel trends.

– Analyze chargeback reports to make informed recommendations.

Settlement & Dispute Support:

– Conduct monthly service training and handover sessions for merchants, both new and existing.

– Coordinate with core operations teams to provide offline transactions reports to merchants and partners.

– Resolve escalated issues and incidents on behalf of merchants.

– Address all Merchant Settlement and dispute issues promptly.

– Collaborate with various departments to resolve system issues efficiently.

Service Reviews and Merchant Engagements:

– Meet regularly with merchants to review service performance and gather feedback.

– Design and conduct customer surveys to gather insights.

– Collaborate with the Product management team to execute VOC initiatives effectively.

Service Development:

– Support the utilization of the service architecture for merchant support.

– Ensure the efficiency and effectiveness of product and channel designs and implementations.

– Provide input into the business and Technical Service Catalogue.

– Ensure SLAs are met by all internal supporting teams.

– Perform End User Quality Assurance on deployed solutions.

Analytics & Reporting:

– Compile operational data weekly and contribute to monthly reports for the Service Management team.

Process Management:

– Document and validate all processes within the Paymate Business.

– Support Process Improvement initiatives to optimize operations.

– Maintain up-to-date and approved documented guides.

– Identify and document service enhancements/improvements for discussion with the team lead.

Risk & Compliance Management:

– Ensure timely closure of all Compliance open items to avoid statutory sanctions.

– Collaborate with Risk Management to execute all risk line items effectively.

– Close out identified Internal control measures and Audit non-conformities within the Merchant Acquiring business.

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POS Consumable Management:

– Ensure timely payment of Telco vendors invoices to prevent disconnection.

– Prepare Sim cards for activation for the POS Support team.

– Review and update SLAs with Banks as needed.

– Manage POS Consumables requests efficiently.

Qualifications

– A Graduate Degree in a related field.

Professional Qualifications and Certifications:

– Certifications such as ITIL Service Management, Lean Six Sigma, and Change management would be advantageous.

General Experience:

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

Application Link: Interested applicants should click here to apply. 

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