Head, Service Reconciliation at Interswitch

To deliver standard business operations services to retain existing customers in relation to reconciliation of internal systems and external partner value delivery information.

Responsibilities

• RESPONSIBILITIES
• Data Collection & Analysis
• Collate and analyze data using pre-set tools, methods and formats
• Involves working independently
• Operations Management
• Supervise others working within established operational systems
• Performance Management
• Respond to personal objectives and use performance management systems to improve personal performance OR Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal
• Solutions Analysis
• Interpret data and identify possible answers, Involves navigating a wide variety of processes, procedures and precedents
• Service Operations
• Serve as a work leader of day-to-day operations

Requirements

• BEHAVIORAL COMPETENCIES
• Collaborates
• Builds partnerships and works collaboratively with others to meet shared objectives, For example, finds many ways to add value to the team; probes to draw out richer input from others; is a valued resource who goes out of the way to help others
• Customer focus
• Builds strong customer relationships and delivers customer-centric solutions, For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service
• Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas
• Plans and aligns
• Plans and prioritizes work to meet commitments aligned with organizational goals, For example, adopts a sequence of activities that allows for optimal efficiency and effective coordination with others
• Makes skillful use of resources and support to deliver efficient, high-quality work
• Manages complexity
• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems, For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options
• Ensures accountability
• Holds self and others accountable to meet commitments, For example, accepts responsibility for own work, both successes and failures
• Handles fair share and does not make excuses for problems
• Usually meets commitments to others
• Demonstrates self-awareness
• Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses, For example, seeks and responds to constructive feedback in a positive and professional way
• Seeks to understand own impact on others; acknowledges mistakes and finds ways to avoid repeating them
• Optimizes work processes
• Knows the most effective and efficient processes to get things done, with a focus on continuous improvement, For example, uses metrics and benchmarks to monitor accuracy and quality
• Takes steps to make methods productive and efficient
• Promptly and effectively addresses process breakdowns
• Develops talent
• Develops people to meet both their career goals and the organization's goals, For example, shares own experience and expertise with others if asked
• Provides constructive feedback and other support for other people's development
• Drives results
• Consistently achieves results, even under tough circumstances, For example, holds self to high standards of performance; sets some challenging goals; wants to achieve meaningful results; pursues initiatives/efforts to successful completion and closure
• Focuses on key goals, even during setbacks and obstacles
• TECHNICAL COMPETENCIES
• Computer skills
• Supports business processes without supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed
• Data Collection and analysis
• Works without supervision and provides technical guidance when required on analyzing data trends for use in reports to help guide decision making
• Resource Scheduler
• Applies concepts of knowledge / skill without requiring supervision; also able to provide technical guidance when required
• Humanity
• Service Desk tools
• Applies concepts of knowledge / skill without requiring supervision; also able to provide technical guidance when required
• CRM; JIRA; Sharepoint
• Knowledge Base tools
• Applies concepts of knowledge / skill without requiring supervision; also able to provide technical guidance when required Confluence
• Interswitch Bespoke Applications
• Applies concepts of knowledge / skill without requiring supervision; also able to provide technical guidance when required PAYDirect; Caesar; Extraswitch; WebPAY
• Postilion Applications
• Applies concepts of knowledge / skill without requiring supervision; also able to provide technical guidance when required
• Postcard; Office; Realtime
• Microsoft Suite
• Applies concepts of knowledge / skill without requiring supervision; also able to provide technical guidance when required
• Excel; Word; Powerpoint
• Action Planning
• Works without supervision and provides technical guidance when required on developing appropriate plans or performing necessary actions based on recommendations and requirements
• Planning and Organizing
• Works without supervision and provides technical guidance when required on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives
• Data Management
• Works without supervision and provides technical guidance when required on acquiring, organizing, and processing data to fulfill business objectives
• Policy and procedures
• Works without supervision and provides technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives
• Review and Reporting
• Works with guidance (but not constant supervision) to review and create relevant, lucid and effective reports
• EDUCATION
• General Education- University (First degree)
• EXPERIENCE
• General Experience
• Experience enables job holder to deal with the majority of situations and to advise others (Over 3 years to 6 years) Managerial Experience
• (1 to 2 years)