Service Management Executive at Interswitch

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.