Operations Assurance Analyst at Interswitch

Job Summary

• To ensure operations delivery processes run smoothly, completely, and in accordance with company standards, regulatory requirements, and customer expectations by monitoring and analyzing operational delivery performance, identifying areas for improvement, and ensuring that all key performance indicators (KPIs) are consistently met.

Responsibilities:

Performance Monitoring & Reporting:

• Monitor daily operational activities to ensure compliance with internal standards, customer service agreements (SLAs), and regulatory requirements.
• Develop and generate regular reports on key performance indicators (KPIs) to track operational completeness/accuracy and identify any gaps or areas for improvement.
• Analyze data from various operational processes to assess performance trends and recommend necessary improvements.

Risk Identification & Mitigation:

• Identify potential risks or bottlenecks in operational processes and propose solutions to mitigate them.
• Collaborate with relevant teams to implement corrective actions and ensure operational risks are managed effectively.
• Ensure compliance with all industry regulations and internal policies, escalating compliance issues as necessary.

Process Improvement:

• Review and audit operational processes to identify inefficiencies, areas for optimization, or process failures.
• Participate in process improvement initiatives, such as automation or streamlining procedures, to enhance operational effectiveness.
• Work closely with process owners to document standard operating procedures (SOPs) and maintain process documentation.

Incident Management & Root Cause Analysis:

• Investigate and analyse operational incidents, identify root causes, and recommend corrective actions to prevent future occurrences.
• Collaborate with internal stakeholders to resolve issues promptly and ensure that any operational disruptions are minimized.

Stakeholder Collaboration:

• Work closely with internal departments such as IT Governance, Operations delivery, Internal control, and compliance to ensure smooth operation across functions.
• Provide regular updates and reports to line manager on operational performance and issues requiring attention.

Regulatory Compliance:

• Ensure that all operational activities comply with industry regulations, company policies, and best practices.
• Stay updated on changes in regulations and ensure that the necessary adjustments are made to maintain compliance.

Required Qualifications:

• BSc or B.Eng. in Computer Science/Business Information Technology with relevant experience/certifications in EFT payments and Fintech Product Operations is required
• SQL scripting skills is a plus
• ITIL knowledge/certification is a plus
• Leans Six Sigma certification is a plus
• Basic understanding of Quality and Process Assurance principles is also a plus

Technical:

• Basic Understanding of SQL
• Basic Understanding of Electronic funds transfer processing
• Basic Understanding of Operations around Interswitch’s collections and disbursement products
• Troubleshooting and Data analysis
• Quality Management fundamentals

Experience:

• 0 - 2 years