Job Vacancies at InterSwitch

JOB PURPOSE

The Head, B2B support role balances customer support strategy with delivery and champions for people management, performance management, and enabling excellence in customer support delivery within the B2B space, upholding a consumer-centric focus and mindset of surpassing departmental expectations.
The role is responsible for promoting organizational values.

• Open Minded Collaboration
• Customer Success
• Empowered People
• Innovation Excellence
• Ethical Conduct

KEY RESPONSIBILITIES

Operations Management

• Manage the activities of the team to ensure the smooth implementation of operational plans and realization of service level targets
• Manage cross-functional relationships with interfacing/support departments and external stakeholders to ensure compliance with quality and service delivery standards.
• Design and implement strategies geared towards improving the team (e.g., Interaction segregation to manage ticket volumes and facilitate speedy resolutions of queries).
• Conduct periodic procedural audits of Customer Support operations to ensure an efficient delivery service.
• Assist in continuously reviewing business processes, making recommendations for improvement, and implementing approved initiatives to ensure enhanced performance of the team.
• Recommend & implement tactical initiatives to improve service efficiencies & enhancements.

Incident Management & Problems Requests

• Achieve increased productivity and minimize disruptions through the quick resolution of user queries during high severity incidents
• Act as an escalation point where difficult or controversial calls/cases are received.
• Raise and work with other heads of units on resolving reoccurring incidents/requests.

Broad Product/Service Understanding

•  Basic knowledge of transaction processing services, settlement, dispute, reporting and incident management process.
• Understand how customers use these services to support them appropriately.
• Basic knowledge of Postillion S1 Portal (Transaction Query transaction identification and transaction troubleshooting).
•  Keeps abreast of changing and new products or services.

Continual Service Improvement

• Supports specific activities and align individual expectations to improve process efficiencies and process optimization
• Think outside the box to solve persisting platform/process/people challenges by doing all that can be done to create and implement a lasting solution.
• Maintain and improve Customer support operations by the monitoring system, preparing and completing action plans and system and process improvement.

Performance Management

•  Assist in developing and implementing performance management and continuous improvement against established key performance indicators.
•  Assist in planning and managing the human and material resources of the unit to optimize performance, morale and enhance productivity.
• Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives.
• Take interest and contribute to the development of your team member’s capabilities to meet team goals and objectives. They are the currency to achieving your team’s objectives.
•  On-time performance delivery, ownership, and accountability for quality outcomes.

EDUCATION AND EXPERIENCE

Academic Qualification(s):

• A tertiary qualification (e.g. related to Information Technology) and/ or equivalent experience

Professional Qualification(s):

• ITIL V4 Foundations Certification (not mandatory but an added advantage)
• Other qualifications are not mandatory but recognized

 Experience (Number of relevant years):

• At least 5 years’ experience in managing customer service delivery teams within a technology environment.
• Proven work experience as a supervisor or manager
• In-depth knowledge of performance metrics
• Good PC skills, especially MS Excel
• Excellent communication and leadership skills
• Organizational and time-management skills
•  Decision-making skills

go to method of application »

Job Purpose

• Develop analysis and reporting capabilities turning data into actionable insights aiding business decisions. Initiate and drive activities to make business insights/performance management across the Group

Key Responsibilities

• Participate in business analysis activities to gather requirements
• Oversees the collection of market data with the aim of supporting business decision and strategy
• Source for and acquire data where required.
• Clean & integrate acquired data to ensure its fit for use.
• Analyze data to generate actionable insights for reporting purpose.
• Provide support as required to assist clients in applying insights to their business.
• Drive technical assistance to other team members
• Provide training and assistance to users for ad hoc reports.
• Replace manual reports with Dashboards using Visual Best practices
• Develop research report to keep the business abreast of market and industry trends/ patterns
• Design and implement best practices, guidelines and repeatable processes as it relates to job functions.
• Coordinates activities of the different groups within Paytoken by ensuring that their activities tie up to objectives set up at the beginning of the year.
• Analyses group performance and organise group sessions to discuss trends and likely occurrences in the market

go to method of application »

Job Purpose

• We are seeking an experienced Innovation Lab Manager to lead our innovation lab, drive innovation, and manage the day-to-day operations of the lab.
• The Innovation Lab Manager will work closely with cross-functional teams to identify new opportunities, develop and implement new products and services, and support the development of the overall innovation strategy.

Responsibilties

• Manage the day-to-day operations of the innovation lab, ensuring that projects are delivered on time, within budget, and meet quality standards.
• Work closely with cross-functional teams to identify new opportunities and develop new products and services that meet the needs of our customers and drive innovation. 
• Develop and implement innovation strategies and initiatives that align with the overall business strategy
• Foster a culture of innovation and creativity within the innovation lab and across the organization.
• Manage a team of innovation specialists, designers, and engineers to deliver high-quality innovation projects.
• Develop and manage budgets and resources for the innovation lab, ensuring that the lab has the necessary tools, equipment, and resources to support innovation projects.
• Manage relationships with external partners and vendors to support innovation projects.
• Ensure that the innovation lab meets all safety, health, and environmental requirements.
• Develop and implement metrics and KPIs to track the success of innovation projects and initiatives. 
• Keep up-to-date with industry trends and emerging technologies and use this knowledge to drive innovation within the organization.

Position Requirements

• Bachelor's degree in business, engineering, design, or a related field. Master's degree is preferred.
• Minimum of 5 years of experience in innovation management, product development, or related fields. 
• Strong leadership skills and experience in managing cross-functional teams. 
• Experience in developing and implementing innovation strategies and initiatives. 
• Experience in managing budgets and resources.
• Excellent communication, collaboration, and interpersonal skills.
• Strong problem-solving and critical thinking skills.
• Ability to manage multiple projects simultaneously and prioritize tasks effectively.
• Experience in working with external partners and vendors.
• Knowledge of emerging technologies and trends in the innovation space.

go to method of application »

JOB PURPOSE

• To conduct user research, such as interviews and surveys, and use that information to create visual representations such as sitemaps, user flows, and customer journey maps, as well as design elements such as wireframes, mock-ups, and prototypes.  
• Additionally, to create a positive user experience by designing the overall functionality of the product or service and iterating upon it using user centered design thinking principles.

RESPONSIBILITIES

• User research: Conducting user research to understand the needs and pain points of users and using this information to inform the design of new products and services.
• Prototyping: Creating low-fidelity and high-fidelity prototypes to test and iterate on new product concepts, in collaboration with other members of the lab team.
• User testing: Conducting user testing to validate product concepts and ensure that they meet the needs and expectations of users.
• Collaboration: Collaborating with other members of the innovation lab team, including engineers, product managers, and business strategists, to ensure that UX design is integrated throughout the product development process.
• Design strategy: Developing a design strategy that aligns with the lab's overall goals and objectives and ensures that the user experience is at the forefront of all product development activities.
• UX design leadership: Providing leadership and guidance to other UX designers within the lab, mentoring and coaching them to develop their skills and capabilities.
• Innovation: Staying up to date with the latest design trends and technologies, and actively contributing to the lab's innovation efforts by proposing new ideas and approaches to improve the user experience of products and services.

FUNCTIONAL COMPETENCIES

• User Research
• Interaction Design
• Information Architecture
• Visual Design
• Storyboarding, Prototyping
• Usability Testing
• Lean Startup & Agile methodology
• Design Thinking
• Customer Engagement

BEHAVIORAL COMPETENCIES

• Empathy
• Curiosity
• Critical Thinking
• Creativity
• Communication
• User Advocacy
• Collaboration

SOFT SKILLS

• Be excited about collaborating and communicating closely with teams and other stakeholders via a distributed model, to regularly deliver design solutions for approval.
• Be passionate about resolving user pain points through great design.
• Be open to receiving feedback and constructive criticism.
• Be passionate about all things UX and other areas of design and innovation. 
• Be excited about research and showcase knowledge in the industry’s latest trends and technologies.

EDUCATION

• General Education  - BSc. Computer Science or related field of study from an accredited University

Industry Certifications

• IDF, Google UX Certs, IDEO U etc.

EXPERIENCE

General Experience

• At least 4 years’ experience in User Experience Design
• Development and execution of Product Experiences to achieve Problem-Solution-fit.
• 2 years’ experience in Design Thinking Practices