Service Management Executive at Interswitch

Job Summary

• To deliver key operational service management tasks using ITIL and ITSM methodologies and principles to achieve quality service thereby realizing customer’s retention and growth along new and existing business lines.

Responsibilities
Drive Service Quality:

• Conduct regular audits of service activities, documenting findings and executing prescribed quality checks.
• Implement agreed-upon quality initiatives, measuring impact and effectiveness, following Continual Service Improvement methodology
• Compile and analyze quality data for trend analysis, preparing detailed reports.
• Verify service delivery against compliance checklists, ensuring all standards are met.
• Act upon identified non-compliance issues, follow through with relevant stakeholders to rectify in line with set SLA

Customer Service Engagement:

• Respond directly to customer inquiries, resolving standard requests and documenting
• interactions.
• Escalate complex customer issues with a full context report to relevant support teams for resolution.
• Synthesize customer feedback into actionable insights for service improvement.
• Drive communication plans for service updates, ensuring clear and accurate messages to customers.
• Ensure onboarded customers are transitioned seamlessly to support.
• Develop and deliver customer service reports, providing detailed analysis and findings.
• Implement customer service protocols, ensuring consistency and quality in customer interactions

Knowledge Management:

• Participate in specialized training sessions, applying new knowledge to daily tasks, incorporating standard principles.
• Share best practices learned with the team, leading focused knowledge-sharing sessions.
• Act on performance feedback, targeting specific areas for skill development.
• Document personal learning and development activities, tracking progression and impact based on ITIL's Knowledge Management.
• Collaborate in service delivery projects, applying cross-functional skills to enhance service quality

Governance and Team Support:

• Drive strategic business initiatives for compliance (Product ATF, Maturity Models, Process automation)
• Contribute to the development of team resource materials, creating and updating procedural documentation.
• Participate in team problem-solving sessions, offering detailed input based on operational experience.
• Support the team in continuous improvement efforts, analysing processes for potential enhancements.
• Acts as liaison between the business and other line of businesses (Backbone team)

Qualifications

• A First or Post Graduate Degree from a recognized institution.
• SQL scripting skills
• ITIL and ITSM knowledge/certification
• Lean Six Sigma certification

Experience:

• 2 - 4 Years of Experience in a Technical Service Management Role, Technical Customer Support or Customer Service Management