Team Lead, Service Governance at Interswitch

About the Job
Process Management:

• Ensure all Processes within the Paymate Business are duly documented and validated
• Identify improvement opportunities within the business and fix process lapses
• Conduct Process Improvement to ensure our operations are optimized
• Ensure documentation of all Operational Processes and Procedures across the Paymate Business
• Ensure all documented guides are up to date and duly approved by identified Process Owners and Champion.
• Participate in process improvement activities for identified improvements
• To develop and manage resources that ensure all processes and policies are duly documented for Interswitch to ensure we achieve repeatable business and maintain our ISO 9001 standards.

Continuous Improvement:

• Analyze Paymate processes and procedures and develop process enhancement strategies.
• Investigate shortfalls, issues, and complaints in current business processes.
• Establish norms and standards of the Paymate Business performance
• Collaborate with relevant stakeholders to enhance productivity and customer satisfaction.
• Align with the Technology team to ensure execution of identified measures required to prevent service failure/downtime reoccurrence.
• Ensure reduction and improvement of top complaints by Paymate customers
• Stay up-to-date with developments in management and process optimization.

Stakeholder Alignment:

• Manage alignment with Paymate Back Office Support (Risk & Compliance, Technology, Support, Operations, Group HR, Business Lines) to ensure the group goals are achieved
• Organize, monitor, and improve the Paymate’s relationships with other internal stakeholders.
• Ensure agreed deliverables from Business Partner engagements are executed

Knowledge Management:

• Ensure all required documents within the business are available, stored in a central repository and updated consistently
• Define the knowledge management strategy for our knowledge base and maintain high quality, up-to-date, and searchable content for the various teams in Paymate
• Work effectively across the organization with stakeholders, change management, service evaluate business knowledge requirements, define the efficiency of the knowledge base content, and ensure availability.
• Establish writing guidelines based on knowledge base best practices and develop the team to ensure they achieve or surpass them.
• Ensure adherence to established knowledge information across the Paymate Business
• Conduct periodic reviews to ensure validity and proper updates are done in the central repository

Initiatives & Change Management:

• Execution of all Group initiatives across the different departments and ensure full completion
• Drive the success of all internal engagements within the Paymate group and ensure full achievement of set objectives>
• Develop and manage resources that ensure all initiatives in Paymate meet set objectives on time and on budget.
• Partner with relevant stakeholders across the organization to execute change initiatives that focus on changes to people, business processes, systems, technology, job roles, and organizational structure.

Churn Management (Reporting & Analytics):

• Ensure weekly and monthly reporting of customer transactions and trends are developed and shared with the account managers
• Drive and ensure feedback from the customer is received in cases of reduced transaction
• Ensure all action items to retain and win back customers are completed

Risk & Compliance Management:
Work with Risk Management, Compliance, and Internal Audit to achieve the following for the Business:

• Policy Development
• Internal Compliance
• Reputation Management
• Regulatory Compliance
• Business Continuity
• Contract Management