Lead, Acquirer Business Operations at Interswitch

Department: Payment Processing

Job Summary

• To manage a team that is responsible for the back-end services of the acquiring business at Interswitch, ensuring merchant services are up and running daily and are functioning as they should.

Responsibilities

• Understand, Utilize and support the service architecture created for the support of merchants
• Ensures service efficiency and effectiveness of product and channel designs and implementations
• Pilot new services initiatives for merchants and provide feedback for enhancements
• Provide input into the business and Technical Service Catalogue
• Work with support teams to ensure that merchants get adequate support and proper communication to drive satisfaction and usage
• Deliver on assigned merchant issues and tasks using provided platforms and tools, provide feedback to improve product and service designs
• Manage current solution delivery and service offerings by ensuring SLAs are met by all internal supporting teams
• Follow up on all merchant projects, ensuring projects are managed well and are delivered on time
• Handles Service Training and handover training for new and existing services for merchants
• Carries out End User Quality Assurance on deployed solutions
• Identifies Service enhancements/service improvements, document them and discuss with manager
• Develops and implements initiatives that ensure channel are online, services are running as they should, and uptime is supporting transaction growth
• Oversees the analysis & monitoring of merchant channel trends to be able to make recommendation on business and service enhancements
• Designs and conduct customer surveys
• Regularly meets with merchants, to review service operations performance and document all feedback
• Use trends to engage proactively, support merchant business by introducing new ways to optimize channel
• Generates daily/ weekly Service Operations Performance report to provide insights on Service Trend Analysis from customer and internal perspective
• Provide where not available online transactions reports to merchants and partners by liaising with the core operations teams
• Work with the product and business team, to ensure proper operational framework are in place and operational for deploying and managing new services for merchant
• Engage the product team where required to provided user experience and required enhancement for product usage improvement
• Manage team to ensure they are skilled, equipped and are motivated to provided daily operational support to merchants and the support team

Requirements

• First Degree in any discipline from a reputable institution
• Professional Certifications in Project Management or ITIL is an added advantage
• 3-5 years experience in the same or related role