Team Lead, Operations Assurance at Interswitch

The Team Lead, Operations Assurance will be responsible for ensuring efficient service delivery, data-driven decision-making, and continuous process improvement by analyzing service performance data to improve services, and align with organizational goals.

RESPONSIBILITIES

Team Leadership and Management:

• Lead, mentor, and develop a team of Service Analysts and Data Analysts, fostering a collaborative and high-performance culture.
• Set clear objectives for the team, provide regular feedback, and conduct performance evaluations.
• Coordinate the team’s workload to ensure timely completion of tasks, projects, and reporting requirements.

Operations Service Management:

• Oversee the delivery of operations services, ensuring that service levels meet or exceed expectations and are aligned with organizational goals and commitments.
• Monitor and manage quality metrics related to service delivery, such as response times, resolution rates, reactivation rate and customer satisfaction to ensure continuous improvement and customer satisfaction.
• Collaborate with cross-functional teams to develop service improvement plans and implement them to address areas of concern.
• Ensure that all operational procedures are documented, followed, and regularly updated to reflect best practices.

Data Analysis and Reporting:

• Lead data analysts in the collection, processing, and analyses of data related to operations service performance.
• Develop and maintain dashboards, reports, and data visualizations that provide actionable insights into operations service performance and trends.
• Use data to identify areas for improvement in service delivery and operational efficiency, driving continuous improvement initiatives.
• Ensure data accuracy and integrity, and promote data-driven decision-making across the operations group.

Process Improvement:

• Analyze operational processes and identify opportunities for optimization to improve efficiency, reduce costs, and enhance service quality.
• Implement process improvement initiatives, using methodologies such as Lean Six Sigma, to achieve measurable improvements in service delivery.
• Encourage innovation and the adoption of best practices within the team to drive operational excellence.

Stakeholder Communication and Collaboration:

• Serve as the primary point of contact for stakeholders regarding operations service performance and data analysis insights.
• Communicate effectively with internal and external stakeholders to understand their needs and ensure that operations services meet those needs.
• Collaborate with other departments to align operations service activities with broader organizational goals and strategies.

Strategic Planning and Execution:

• Contribute to the development of the operations service and data analysis strategy, ensuring alignment with organizational objectives.
• Lead the planning and execution of projects related to operations service and data analysis, ensuring timely delivery and high-quality outcomes.
• Stay informed about industry trends and emerging technologies, applying relevant insights to enhance operations service and data analysis capabilities

SKILLS

• Advanced Understanding of SQL
• Intermediate Understanding of Electronic funds transfer processing
• Intermediate Understanding of operational risk management and compliance requirements.
• Intermediate Understanding of Operations around Interswitch’s products
• Data analysis & presentation (PowerBI, Tableau etc)
• Fintech Backoffice Operations

EDUCATION/EXPERIENCE

• 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
• ITIL knowledge/certification
• Leans Six Sigma certification
• Intermediate understanding of Project management principles is also a plus