Job Openings at Interswitch

To guide key projects within assigned portfolio to successful conclusion.

Responsibilities

• Ensure projects within portfolio are completed on time, on scope and with a high degree of customer satisfaction
• Accountable for maintaining good communication lines for project performance report periodically, to support Line Business’ executive decision making
• Collaborate with business line to ensure that all projects in assigned portfolio receive the required attention
• Engage C-level stakeholders regularly to ensure that projects are properly prioritized
• Work with the Business Partner from the Financial Management group to establish targets for the fiscal year
• Work with the Value Realization team to ensure that projects are closed as at when due and ensure realization of budgeted revenue
• Manage the project portfolio of Line Business, by continuously reviewing, updating, and optimizing the portfolio to ensure alignment with evolving organizational strategy, goals, and objectives
• Ensure adherence and compliance to organizational process and industry standards
• Coordinate sprints, retrospective meetings and daily stand-ups
• Coach team members in Agile frameworks
• Facilitate internal communication and effective collaboration
• Be the point of contact for external communications (eg from customers or stakeholders)
• Work with product owners to handle backlogs and new requests
• Resolve conflicts and remove impediments that occur
• Help teams implement changes effectively
• Ensure deliverables are up to quality standards at the end of each sprint
• Help build a productive environment where team members ‘own’ the product and enjoy working on it
• Advice proactively on projects that will require management intervention and provide feedback to the business team
• Partake in Project process review and improvement
• Coordinate elicitation exercises for Client solution requests with various SMEs and stakeholders
• Prepare Business Requirements Documents or Statement of Work

Requirements

• Academic qualification(s): A good Bachelor's degree in a relevant field
• Professional qualification(s): APM, Prince2, PMP would be added advantage
• Experience:
• At least 3 years of experience as a Project Manager/Scrum Master or in a similar role
• Working knowledge of Agile methodology, techniques, and frameworks, such as SAFe, Scrum or Kanban, to deliver solutions

go to method of application »

To manage the customer expectation and service experience for Interswitch’s (Switching and Processing) customers.

Responsibilities

• Relationship Management
• Manages communication with customers on upgrades, outages and issues
• Obtains feedback from customers on service issues
• Engages internal stakeholders to resolve customer issues in a timely manner
• Carries out monthly service quality review sessions with key customers
• Carries out quarterly service quality review sessions with Tier 2 customers
• Monitor Service Experience for new products and services
• Contract Management
• Manages payments, billing and receivables anniversaries
• Liaises with Service Managers and Legal Team to Draft SLAs and contracts
• Works with Service Managers and Legal Team to Review SLAs and contracts with customers
• Works with Service Managers and Legal Team to Review SLAs and contracts with partners
• Works with support teams to ensure that customers get adequate support and proper communication to drive satisfaction and usage
• Manages current service offerings by ensuring SLAs are met by operations team and support team or other teams
• Ensures contracts are renewed as and when due
• Continuous Service Improvement
• Identifies areas for service enhancements/service improvements
• Analyses market trends so as to be able to provide input on product and service enhancements
• Service Performance Review/ Analysis
• Conducts customer surveys
• Provides insights on industry trends or initiatives from key customers
• Regularly meets with our top 10 customers, to review service performance
• Conducts service performance review with service managers and internal teams to assess SLA breaches
• Provides feedback from customers to Service Managers
• Reporting
• Generates reports on service quality and contract management

Requirements

• Academic qualification(s): A good degree in Computer Science or Social Sciences (Relevant Experience Supersedes this however)
• Experience: 5 years experience in a similar function