Latest Jobs at InterSwitch

JOB PURPOSE

To coordinate the interaction between internal teams and customers while monitoring the provision of payment processing services and business solutions to customers to help them attain their business goals while building long-term capabilities. To identify trends in payment processing and provide strategic insights and recommendations to optimise processes, workflows, tools, and data, influence global consistency, increase productivity and drive operational excellence, business transformation and change management. To work with cross-functional teams within Interswitch to help resolve customers issues, challenges and pain points and implement services enhancements.

Responsibilities

Customer Service Planning and Service Delivery as per SLAs

• Providing customer service support and play a key role in helping to achieve targets in areas such as productivity or turnaround times.
• Participate in the development and delivery of operational plans in line with payments processing strategies that increase, expand, and strengthen the overall customer engagement and raise the visibility on key strategies, projects and initiatives and ascertain the consistent delivery of services as per the SLAs.
• Enforce service delivery adherence to established service level agreements through proactive monitoring and ongoing trend analysis.

Customer Needs Clarification

• Develop and implement mechanisms to receive customer feedback, coordinate service performance reviews, dissect current processes to highlight areas needing improvement for the department.
• Provide insights and recommendations to improve customers experience and Interswitch’s brand preference and to optimise revenue growth and channels.
• Design and conduct customer surveys, meet regularly with merchants to review service performance, and generate daily and weekly service performance report to provide insights on service trend analysis including service enhancements and improvements recommendation and online transactions reports to merchants and partners by liaising with the core operations teams.
• Investigate and research merchants’ issues, challenges, and pain points, gather additional information as needed, to successfully resolve or re-route the issue.
• Determine which issues need escalation or routing to other internal teams and follow-up until resolution.

Design and Implementation

• Monitor the efficiency and effectiveness of merchant channel design and implementation, measure channel transaction growth and optimisation and provide insights and recommendations to enable new designs and enhancements based on merchants, market and industry trends.
• Contribute to merchants’ case resolutions through the engagement in the development near and long-term workflow strategies and implementations.
• Support the long-term merchants’ services strategy and delivery model and continuous improvements of business processes.
• Lead efforts that help build an excellent, agile, and scalable merchant ecosystem by anticipating how decisions are made, persistently exploring and uncovering their business needs and value drivers.
• Identifying, prioritising, and supporting execution of opportunities and initiatives that address those needs.

Product and Solution Development

• Develop and continuously enhance the architecture of new services based on customers’ requirements and in line with Interswitch’s infrastructure to ascertain that all customers are appropriately serviced.
• Review and analyse data from a variety of sources to effectively plan and manage the successful transition of approved payment processing solutions, including enabling the release of new solutions into the Interswitch payment processing environment, the replacement or updates of existing solutions, the removal a solution or component from services.
• Run beta and pilot programmes by collaborating with merchants, subject expert matters and business leaders to identify opportunities to refine service architecture and current lending services and develop new services based on market and industry trends.

Customer Experiences Implementation

• Support the implementation of differentiating customer experience initiatives, tools and processes, including customer experience testing.
• Use data to draw insights, identify trends and opportunities, influence business decisions and ascertain business value realisation taking into account market data and customers feedback.
• Coordinate the piloting of new products or enhancements and provide feedback to the product teams to optimise products adoption and positioning
• Deliver on assigned merchant issues and tasks using provided platforms and tools, provide feedback and input to improve product and service designs and to expand business and technical catalogues.
• Pilot new services initiatives and carry out quality assurance on deployed solutions.
• Collaborate with cross-functional teams to provide direction and support, streamline processes, gain efficiencies and enhance the overall user experience.

Stakeholder Engagement and Serve as Advocate and Mentor

• Assist with stakeholder engagement by arranging actions, meetings, events and supporting materials to promote stakeholder understanding and commitment.
• Develop long-term customer relationships and partnerships by introducing and presenting Interswitch’s offerings as well as by keeping up-to-date with current developments and trends in payment processing and industry knowledge.
• Serve as an advocate for Interswitch’s brand, products and services, as an evangelise insights on what is working and what is not to help drive incremental gains in pipeline and revenue.
• Act as a mentor and coach to team members and merchants while fostering an environment of mutual respect and trust among senior-level team members.

Skills

Understands Buying Influencer Needs

• Works without supervision and provides technical guidance when required to quickly and accurately define the needs of the key buying influencers.
• Seeks to understand buyer needs; Determines the root of buyer needs; Uncovers buyer's goals; Seeks buyer need priorities; Assesses channel relationship needs and expectations.

Builds Customer Loyalty

• Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organisation's ability.
• Typically works without supervision and may provide technical guidance.
• Recognises importance of customer loyalty; Demonstrates respect for the customer; Provides solutions to the customers' problems; Empathises with customers; Balances appropriate focus on tasks and service; Services diverse customers; Describes impact of customer experience; Explains customer experience and related loyalty metrics; Identifies important interaction points with customers; Focuses on simplicity when addressing the customer; Takes responsibility for addressing customer concerns; Leverages available resources to meet customer needs; Collaborates with team members to best serve customers.

Customer and Market Analysis

• Conducts research and analyses data without supervision while providing technical guidance as needed in order to develop a comprehensive understanding of customer and market conditions that enables maximum return on investments.

Customer-Focused Approach

• Works without supervision and provides technical guidance when required to orient the seller's organisation around delivering to the key needs of their customers.
• Uses common terminology; Elevates partner insights; Collaborates with customers; Keeps customer at centre of sale.

Diagnoses Needs with Questions

• Works without supervision and provides technical guidance when required to ask questions that encourage the client to talk openly about their key objectives and challenges.
• Allows responses to guide conversations; Uses golden silence; Encourages clients to speak freely; Asks open-ended questions.

Initiates Compelling Sales Conversations

• Works without supervision and provides technical guidance when required to propose a mutually agreed-upon agenda to start sales conversations that offer value to the client.
• Adds value through perspective; Leverages pre-call prep; Confirms client understanding; Leverages pre-call prep for partnerships; Proposes mutually valuable agenda; Provides context for conversations.

Service Into Sales

• Works with full competence to recognise sales opportunities during service interactions to enhance overall customer service.
• Typically works without supervision and may provide technical guidance.
• Recognises clues for additional needs; Transitions from service conversation to sales conversation; Presents products and solutions in a compelling way; Closes with appropriate next steps; Refers additional customer needs to appropriate team.

Understands Customer Needs

• Works without supervision and provides technical guidance when required to articulate the customer needs in the customer's business language and business context.
• Understands customer context; Uncovers customer Key Performance Indicators; Articulates customer objectives; Adds value to partnerships.

Customer Service Delivery

• Works without supervision while providing technical guidance as needed on meeting high customer service standards.

Masters Service Conversations

• Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply and close.
• Typically works without supervision and may provide technical guidance.
• Confirms customer satisfaction; Confirms understanding; Delivers unwelcome or unexpected news; Documents service-interaction efforts; Gains customer confidence and cooperation; Highlights positive outcomes; Leverages open and closed questions; Manages scope creep; Provides alternatives when an item is out of stock or unavailable; Recognises conversation barriers; Shares clear and correct information; Uses appropriate tone of voice.

EDUCATION

• General Education - University First Degree in Business Administration, Information Technology, Marketing and Sales, Finance, or related fields.

Experience

• General Experience - At least 5 years' experience in Services Management roles ideally within reputable financial institutions or the payments industry, including a minimum of 3 years in service delivery.

Deadlines: June 24, 2023

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JOB PURPOSE

The Customer success executive role is that of providing L1 support to customer service requests via non-voice channels, using the incident management and request fulfilment processes, in line with Service Desk objectives.

The Customer success executive role is responsible for promoting the values of the department in:

• Your commitment to the job description including living the company’s core values.
• Your dedication in your passion for the work you do.
• Your V-APT (pronounced vee-apt) attitude while doing your job. V – the value you get; A – don’t fight with an angry customer, P - you are not the problem; T – timeliness is next to godliness.

Key Responsibilities

Customer Service Management

• Handle complaints, provide appropriate solutions and alternatives within the SLA and follow up to ensure resolution.
• Resolve 90% of all product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution via email, customer service portal, social media and other non-voice channels.
• Ability to understand the customer’s request and provide accurate, valid and complete information by using the right methods/tools to achieve a satisfying outcome to the customer.
• Follow communication procedures, guidelines and policies and uses customer-focused metrics to achieve a satisfying outcome.

Ownership and Initiative

• On-time escalation of issues to level2 support.
• Case ownership while the problem has escalated to the level2 support and has been mitigated or resolved or until a new owner has been found.
• Focuses on delivering timely performance and takes responsibility and accountability for quality outcomes.

Broad Product/Service Understanding

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

Continual Service Improvement

• It’s about learning from what has worked as well as what has not, being open to change and improvement and working in ‘smarter’, more focused ways
• Aware of the importance to learn and improve process efficiency and common ways in which processes are optimised.
• Supports specific activities and align individual expectations to improve development processes

Performance Management

• Prioritises tasks and understands business needs.
• Measures the impact of their work and ensures their input to ensure services are available to customers.
• Ontime 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 V3 Foundations Certification (achieved)
• Other Qualifications Not Mandatory But Recognised

Experience (Number of relevant years):

• 1-3 years’ experience in customer service delivery within a technology environment, ideally a service desk or trouble-shooter role.
• Proven customer support experience and track record of over-achieving quota.

Deadlines: June 07, 2023

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JOB PURPOSE

• To provide insights to the Product Management and Innovation team through the identification, collation and analysis of data from various sources to enable data backed decision making.
• To work on big data and analytics projects that gather and integrate large volumes of data, perform analysis, interpret results and patterns, and develop actionable insights and recommendations for inform decision making and enhance Interswitch’s products and platforms.
• To act as a strategic thought partner for cross-functional teams to both generate and evaluate the viability and impact of new tests and initiatives.

Responsibilities

Data Collection, Analysis, Insights and Reporting

• Collate data using pre-set tools, methods and formats and perform deep dive analysis to understand drivers of products and platforms performance and customers’ behaviours, identify investment opportunities for growth, expand and sustain Interswitch’s user base and to shape ongoing and future enhancements.
• Consult regularly with cross-functional stakeholders to discuss data and analytic needs and advise functions on optimal use of available data, analysis, reports and models to support those needs.
• Contribute to the preparation of various data and analytics reports.
• Build and maintain the Interswitch’s data warehouse to support reporting, analysis, dimensional modelling and data development for internal and external stakeholders.

Promoting Customer Focus (Business Support and Advice)

• Help others get the most out of data management systems by providing support and advice.
• Interface with business functions sharing actionable insights based upon multiple data sources to inform and assist decision makers on the most expedient ways to improve and optimise products and platforms performance in cost, quality, delivery and user experience.
• Support interpretation of advanced and predictive analytics data, using specialised software tools and functionalities.
• Support data-driven analysis to identify opportunities for product / service improvement.
• Serve as an advocate for data-driven product design, evangelise insights on what is working and what is not to help drive incremental gains in pipeline and revenue.
• Act as mentor and coach to team members while fostering an environment of mutual respect and trust among senior- level team members.
• Work collaboratively with colleagues to build strong customer relationships and meet customer needs.

Improve Data and Analytics Platforms, Systems and Processes

• Empower key stakeholders to access reliable, clean, business data by emphasising quality and best practices, identify and implement improvements to Interswitch’s data pipeline such as better documentation, anomaly detection, alerting and instrumentation.
• Research and interpret data, trends, and benchmarks relevant to digital products / services design.
• Make recommendations to improve data and analytics systems and platforms, contributing to the continuous improvement and refinement of data and analytics strategy.
• Support the advancement of Interswitch’s analytics engineering framework, including scoping of new data models, rigorous documentation of data models and schemas, and standardisation of processes and workflows throughout thebroader data organisation.
• Analyse Interswitch’s funnels, identify areas of improvement, and brainstorm ways to leverage user experience, conversion and profitability.

BEHAVIORAL COMPETENCIES

Manages Complexity

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Plans and Aligns

• Plans and prioritises work to meet commitments aligned with organisational goals. For example, outlines clear plans that put actions in a logical sequence; conveys some time frames. Aligns own work with relevant workgroups. Takes some steps to reduce bottlenecks and speed up the work.

Tech Savvy

• Anticipates and adopts innovations in business-building digital and technology applications. For example, investigates technologies to learn some cutting-edge best practices. Uses digital / social media to benefit the team and add value to the work being done; understands how to avoid misuse of these tools.

Ensures Accountability

• Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.

Cultivates Innovation

• Creates new and better ways for the organisation to be successful. For example, approaches professional work in unique or innovative ways. Offers original ideas. Appreciates others' creative ideas and solutions and provides helpful input to enhance them.

Collaborates

• Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays in touch and shares information; discourages "us versus them" thinking; shows appreciation for others' ideas and input.

Optimises Work Processes

• Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.

Communicates Effectively

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Customer Focus

• Builds strong customer relationships and delivers customer-centric solutions.

Balances Stakeholders

• Anticipates and balances the needs of multiple stakeholders. For example, draws upon insights from varied sources to gain a rich understanding of how to meet the needs of multiple internal and external stakeholders. Probes deeply in order to gain a rich, detailed grasp of the priorities of different stakeholders; takes initiative to respond to stakeholder problems.

TECHNICAL COMPETENCIES

Data Collection, Analysis and Control

• Works without supervision and provides technical guidance when required on analysing data trends for use in reports to help guide decision making.
• Works without supervision and provides technical guidance when required on acquiring, organising, protecting and processing data to fulfill business objectives.

Planning and Organising

• Works without supervision and provides technical guidance when required on planning, organising, prioritising and overseeing activities to efficiently meet business objectives.

Business Requirements Analysis

• Works without supervision and provides technical guidance when required on analysing the business requirements that IT solutions must meet. Determine acceptance and evaluation criteria; Prioritisation; Observation; Focus groups; Analysis Skills.

Review and Reporting

• Works without supervision and provides technical guidance when required on reviewing and creating relevant, lucid and effective reports.

Data Mining and Machine Learning

• Works with full competence to extract patterns from large amounts of data. Typically works without supervision and may provide technical guidance.

Customer Service Delivery

• Works without supervision while providing technical guidance as needed on meeting high customer service standards.

Customer-Focused Approach

• Works without supervision and provides technical guidance when required to orient the seller's organisation around delivering to the key needs of their customers. Collaborates with customers; Elevates partner insights; Keeps customer at center of sale; Uses common terminology.

Customer System Operation

• Works without supervision and provides technical guidance when required on understanding and effectively operating all customer management systems.

Data Conversion

• Works with full competence to use data conversion tools and techniques to encode data in various formats. Typically works without supervision and may provide technical guidance.

Data Compression

• Works with full competence to use data compression tools and techniques to reduce the size of data with minimal loss of information. Typically works without supervision and may provide technical guidance.

EDUCATION

• University First Degree in Computer Science, Engineering, Statistics, Mathematics or Finance-related field.

Experience

• At least 5 years' relevant experience in Data Analysis roles ideally within reputable financial institutions or the payments industry.

Deadlines: June 08, 2023

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JOB PURPOSE

To work on big data and data science projects that gather and integrate large volumes of data, perform analysis, interpret results and patterns and develop actionable insights and recommendations to inform decision making and enhance Interswitch’s products and platforms. To act as a strategic thought partner for cross-functional teams to both generate and evaluate the viability and impact of new data models and initiatives.

Responsibilities

Data Architecture

• Consult and educate stakeholders on methods for streamlining and standardising data recording to ensure quality and accuracy.
• Build and maintain the Interswitch’s data warehouse to support reporting, analysis, dimensional modelling and data development for internal and external stakeholders.
• Empower key stakeholders to access reliable, clean, business data by emphasising quality and best practices, identifying and implementing improvements to Interswitch’s data pipeline such as better documentation, anomaly detection, alerting and instrumentation.

Performance Improvement through Business Intelligence

• Support creation of machine learning algorithms by applying standard statistical analysis or data preparation methods.
• Analyse Interswitch’s payment processing funnels, identify areas of improvement and brainstorm ways to leverage user experience, conversion and profitability.

Data Collection and Analysis

• Collate and analyse data using pre-set tools, methods and formats.
• Work cross-functionally to understand and convert business needs into data science solutions and new innovative products that will deliver on the payment processing agenda in line with Interswitch business requirements and strategy.
• Perform deep dive data science and data analysis to understand drivers of products and platforms performance and customers’ behaviours, to identify investment opportunities for growth, to expand and sustain Interswitch’s user base and to shape ongoing and future enhancements.

Benchmarking and Identifying Opportunities

• Conduct industry benchmarking to identify improvement opportunities, data science, artificial intelligence and machine learning related trends and best practices and implement them to optimise revenue growth and brand preference.

Internal Communications

• Help others get the most out of internal communications systems by offering support and advice.
• Serve as an advocate for data-driven product design, evangelise insights on what is working and what is not to help drive incremental gains in pipeline and revenue.
• Act as a mentor and coach to team members while fostering an environment of mutual respect and trust among senior-level team members.

Information and Business Advice

• Resolve complex queries from internal or external customers or suppliers by providing information on policies and procedures, referring the most complex issues to others.
• Assist in building and prototype analysis pipelines iteratively, including analytics algorithms, business enablers and models related to predictive analytics, acquisition, lifecycle stage, purchase propensity, customer segmentation, marketing attribution models and forecast, experimentation metrics, data acquisition processes.
• Harness data that are applied to products that need to respond with payment processing analytics.
• Interface with business functions sharing actionable insights based upon multiple data sources to inform and assist decision makers on the most expedient ways to improve and optimise products and platforms performance in cost, quality, delivery and user experience.

Skills

Data Collection, Analysis and Control

• Works without supervision and provides technical guidance when required on analysing data trends for use in reports to help guide decision making.
• Works without supervision and provides technical guidance when required on acquiring, organising, protecting and processing data to fulfill business objectives.

Business Requirements Analysis

• Works without supervision and provides technical guidance when required on analysing the business requirements that IT solutions must meet.
• Determine acceptance and evaluation criteria; Prioritisation; Observation; Focus groups; Analysis Skills.

Policy, Procedures and Compliance Management

• Works without supervision and provides technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organisational strategies and objectives.
• Works without supervision and provides technical guidance when required on achieving full compliance with applicable rules and regulations in management and operations.

Application Development

• Works without supervision and provides technical guidance when required on developing software using programming languages.

Verbal and Written Communication

• Uses clear and effective verbal and written communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.

Architecture

• Works without supervision and provides technical guidance when required on designing architectures that meet system and service requirements.

Presentation Skills

• Needs guidance (but not supervision) to communicate with other people by speaking in a clear, concise and compelling manner.

Planning and Organising

• Works without supervision and provides technical guidance when required on planning, organising, prioritising and overseeing activities to efficiently meet business objectives.

Review and Reporting

• Works without supervision and provides technical guidance when required on reviewing and creating relevant, lucid and effective reports.

Data Mining and Machine Learning

• Works with full competence to extract patterns from large amounts of data.
• Typically works without supervision and may provide technical guidance.

Customer Service Delivery

• Works without supervision while providing technical guidance as needed on meeting high customer service standards.

Project Management

• Works with guidance (but not constant supervision) to manage projects and Programmes within desired cost, time and quality parameters.
• Project Change Log / Register; Project Change Management Plan; Project Charter; Project Management Plan; Project Requirements Management Plan; Project Requirements Verification Plan; Project Resource Management Plan;
• Project Schedule; Project Schedule Baseline; Project Scope Statement.

Workflow Management

• Works with full competence to orient work in a workflow to plan, organise, and execute the steps it takes to achieve a goal to achieve higher efficiencies.
• Typically works without supervision and may provide technical guidance.
• Kanban Board (Workflow Management); Workflow Management.

Business Data Modeling

• Works with full competence to conduct activities to collect, analyse, diagram (model), and report information and data flow, including state changes, to help make strategic decisions, achieve major goals, and solve complex problems.
• Typically works without supervision and may provide technical guidance.

Metadata Management

• Works with full competence to create and manage metadata systems and solutions to ensure information can be adequately found, shared, and maintained across an organisation.
• Typically works without supervision and may provide technical guidance.

Database User Interfaces and Queries

• Works with full competence to create and run queries and interact with various database interfaces and query languages.
• Typically works without supervision and may provide technical guidance.

EDUCATION

• General Education - University First Degree in Computer Science, Information Technology, Statistics, Mathematics, Finance or related fields.

Experience

• General Experience - At least 5 years' relevant experience in Analytical roles ideally within financial or FinTech institutions, including a minimum of 3 years in data science.

Deadlines: June 24, 2023

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JOB PURPOSE

Operate as the product expert combining market analysis, end-user feedback, and technology knowledge to establish a distinctive product vision, short medium and long-term roadmap, and an effective engineering partnership to deliver world-class products at premium pricing.

In charge of a product throughout its product lifecycle. That includes working out what customers want, helping the business to build the right product and then supporting the business to sell it. The Product Manager identifies user needs and work with cross-functional teams to manage product releases.

Responsible for setting, prioritizing, and evaluating the work generated by an agile team in order to ensure impeccable features and functionality of the product.

Key Responsibilities

• Collaborate with cross-functional teams and approaches to define a compelling and feasible product vision for our platform strategy execution
• Translate platform vision into a product roadmap that balances customer needs with internal resources
• Conduct market research to determine market size, penetration, and opportunities
• Conceptualize, prioritize, and write succinct product requirements (typically as user stories and epics) to cross-functional working team
• Be a resident domain expert of product capabilities and functions / features
• Evangelize and train sales, marketing, support, operations and services delivery teams on the product capabilities
• Maintain and prioritize product backlog and track feature releases
• Communicate progress against roadmap and product performance across the cross-functional teams as well as throughout the organization
• Partner with Engineering and Business Development teams to build and launch world-class products
• Refine product vision based on feedback from end users, support teams, and other internal and external stakeholders
• Track product effectiveness and continually work towards a tangible and sustained value proposition
• Ensure market messaging is consistent with product functionality and highlights distinctive value proposition(s)
• Providing vision and direction to the Agile development team and stakeholders throughout the project.
• Translate business strategy into product strategy and execute product strategy
• Provide insight to stakeholders on product and the market
• Participate in daily scrum meetings, planning, reviews and retrospectives
• Assist the development team in API development according to end-user needs
• Figure out use cases of the Value Added Services APIs
• Manage feature iteration throughout the product lifecycle
• Manage clients’ API integrations and pipeline
• Recommend changes to existing products based on customer feedback or industry trends
• Participate in brainstorming sessions with members of other departments to generate new product ideas
• Assess value, develop cases, and prioritize stories, epics and themes to ensure work focuses on those with maximum value that are aligned with product strategy
• Provide backlog management, iteration planning, and elaboration of the user stories
• Provide an active role in mitigating impediments impacting successful team completion of Release/Sprint Goal
• Carry out competitor and market analysis
• Keep abreast with Agile/Scrum best practices and new trends.

Periodic Duties

• Provide technical pre-sales support to the sales team
• Monitor, track and report financial performance of products within your portfolio

Special Tasks (Tasks performed by virtue of job position e.g. committee work, meetings)

• Act as Subject Matter Expert (SME) consultant for internal and external customers
• Represent Interswitch at presentations relating to products under purview.

Key Skills And Competencies

Functional/ Technical

• Product management
• Project Management
• Agile methodology
• Research
• Data Analysis
• Critical Thinking
• Problem Solving

Behavioural

• Leadership and Communication Skills
• Result-oriented
• Prioritization of Key Tasks
• Proactive and Innovative
• Pays Attention to Details

Academic Qualification(s)

EDUCATION AND EXPERIENCE

• A good degree in any computer science or any other relevant or related field of study from an accredited University.

Professional Qualification(s)

• Relevant Industry Certifications

Experience (Number Of Relevant Years)

• 3+ years minimum experience in product management or related industry.

Deadlines: June 07, 2023

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JOB PURPOSE

To prepare and process an accurate payroll for the organization to enable the consistent and timely remuneration of Interswitch employees. Managing and optimizing benefits administration to contribute to the engagement and retention of employees. Ensuring that all statutory requirements of the organization relating to employee compensation and benefits are duly fulfilled to mitigate against the risk and related costs of non compliance.

Responsibilities

• Compile comprehensive reports on the key compensation and benefits KPIs as input in the overall HR Shared Services reporting and identify key trends, insights and opportunities to enable data driven decision making.
• Support the design and delivery of employee incentive programs; provide relevant financial, operational, and business performance analyses; investigate and analyze external practices.
• Implement and optimize the administration of benefits, including the enrolment of employees on the correct benefits scheme, liaising with the service providers on behalf of employees and to identify the best possible deal for the organization to contribute to the satisfaction and engagement of employees
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• Prepare and accurate, timely payroll as per the contractual agreements with all employees on time every month to enable the timely payment of salaries and wages to employees. Ensure that all statutory deductions are accurately captured and paid when due to mitigate against the reputational and financial risk of non compliance.

BEHAVIORAL COMPETENCIES

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Looks at complex issues from multiple angles; explores issues to uncover underlying root causes; sees the main consequences and implications of different options.
• Interprets and applies key financial indicators to make better business decisions. Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Steps up to address difficult issues, saying what needs to be said. Assumes personal ownership and responsibility when confronted or challenged; shows readiness to learn and to resolve issues.
• Plans and prioritizes work to meet commitments aligned with organizational goals. Makes skillful use of resources and support to deliver efficient, high quality work.
• Rebounds from setbacks and adversity when facing difficult situations. Skillfully handles disruptions, obstacles, and emotional or stressful situations and nevertheless makes steady progress.
• Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Shows optimism and enthusiasm that affects others positively. Works independently, but knows when to ask for help.

Skills

• Works without supervision and provides technical guidance when required on analyzing data trends for use in reports to help guide decision making.
• Works without supervision and provides technical guidance when required on designing and implementing equitable, market-based and cost-effective reward and recognition systems.
• Works without supervision and provides technical guidance when required on achieving full compliance with applicable rules and regulations in management and/or operations.
• Works without supervision and provides technical guidance when required on acquiring, organizing, protecting and processing data to fulfill business objectives.
• Communicates with other people without requiring supervision and provides technical guidance when required on speaking in a clear, concise and compelling manner.
• Applies concepts of knowledge / skill without requiring supervision; also able to provide technical guidance when required
• Works with full competence to use database reporting tools and techniques.Typically works without supervision and may provide technical guidance.
• Works with full competence to create and run queries and interact with various database interfaces and query languages. Typically works without supervision and may provide technical guidance.
• Works without supervision and provides technical guidance when required to continuously provide effective solutions and value to the client's organization.
• Communicates successes and challenges, Makes measurable contributions, Monitors client value perception

EDUCATION

• First Degree (Social Science, or Mathematics)

Experience

• Experience dealing with data and numbers (3 years)

Deadlines: June 08 2023

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Job Summary

To deliver various human resources initiatives to support the business (this includes execution of approved HR strategy for business line(s), HR policies, procedures and processes in designated business area) and drive the achievement of overall corporate objectives.

Responsibilities

• Assist with the implementation of developmental interventions within assigned business group and ensures implementation of approved training plans
• Assists in the development and implementation of initiatives that will drive increased employee satisfaction and engagement levels across the group
• Maintain an up-to-date human resource information database for assigned group and generate scheduled or requested reports to assist decision-making.
• Maintain sound level of literacy about the assigned business group, customer journey maps / value proposition, competition through engagement with necessary stakeholders and active participation in business meetings.
• Prepare and submit periodic reports to Senior HR Business Partner on line business and HR activities with updates on performance against set targets while noting areas of improvement.
• Participate in relevant projects, that enhance Interswitch’s reputation as an employer of choice.
• Actively involved in identifying ways to improve service delivery and strengthen workforce capability towards overall improvement of the Business Group.
• Support the implementation and ensure compliance with approved HR policies, processes and procedures within assigned business group.
• Assists the Senior HR Business Partner to develop HR plans and budget for assigned Group/Division
• Support the seamless delivery of transactional HR services to assigned business groups.
• Anticipate the need for change, diagnose underlying issues and build the case for change with necessary stakeholders.
• Support the implementation of approved HR programs and/or initiatives for business line
• Support Senior HR Business Partner with manpower planning while ensuring assigned business group is adequately staffed to deliver on its mandate.
• Support implementation of performance management processes by ensuring that evaluations and recommendations are completed on time and within set guidelines

Required

• B.Sc./HND in any discipline
• Certification from reputable HR bodies (CIPD, CIPM, HRCI) would be an added advantage Experience
• 3-5 years’ experience as a Generalist or Specialist in large organizations with multiple stakeholders

Deadlines: May 25 2023

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JOB PURPOSE

To direct, operate, and administer the travel across the organizations, by identifying, engaging with and managing strategic partners to efficiently and cost effectively deliver a positive experience of all travelling experience for the employees of Interswitch.

Responsibilities

• Manages the provision of appropriate travel and accommodation documentation and services, in collaboration with identified partners as required by travelling employees of Interswitch to deliver a positive experience for employees.
• Build effective working relationships within the internal client organization, delivering high-quality professional services with guidance from senior colleagues.
• Provision of work permit, renewal of appropriate STR visas, expatriate quotas and relevant compliance and regulatory information regarding immigration.
• Processing of visa liaison documentation for corporates, individuals and Interswitch service providers.
• Contribute to the development and continuous review of policies, SLAs, relevant regulatory codes and frameworks relating to travel. Monitor adherence to the travel policy, ensure that the organization and employees are protected againstany risks and adheres to set standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• Tracking the expenditure of the travel and admin budgets against different divisions and strategic projects. Proactively track and monitor the utilization of admin supplies. Report significant trends and variances to the affected business lines.
• Gather data, compile reports, analyze and identify key insights and trends in employee travel that will enable the optimisation and continuous improvement of travel processes and practices. Monitor and evaluate outcomes and recommend remedial actions where necessary.
• Identify, engage with and build strategic relationships with potential travel, accommodation and related service providers and optimize the benefit to the organization by leveraging economies of scale to deliver cost saving to the organization without compromising on safety and quality.

BEHAVIORAL COMPETENCIES

• Holds self and others accountable to meet commitments. Adheres to and enforces: goals, policies, and procedures.
• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Keeps others well informed.
• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Builds partnerships and works collaboratively with others to meet shared objectives.
• Anticipates and adopts innovations in business-building digital and technology applications. Deploys some new technologies to enhance effectiveness of the group and business.
• Plans and prioritizes work to meet commitments aligned with organizational goals. Takes some steps to reduce bottlenecks and speed up the work.
• Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. Swiftly resolves process breakdowns; takes steps to ensure that problems do not recur.
• Makes good and timely decisions that keep the organization moving forward. Typically makes good independent decisions.
• Interprets and applies key financial indicators to make better business decisions.
• Studies financial and quantitative information; uses data to improve performance.

EDUCATION

• University (First degree)

Experience

• Comprehensive experience In a HR shared services role/team.
• (Over 3 years to 6 years).

Deadlines: June 08 2023

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JOB PURPOSE

Implement, monitor and support robust, stable and highly available Databases that drive Interswitch business solutions.

Key Responsibilities

• Manage SQL Server databases, Oracle, MongoDB and other noSQL instances through multiple product lifecycle environments, from development to mission-critical production systems.
• Configure and maintain database servers and processes, including monitoring of system health and performance, to ensure high levels of performance, availability, and security.
• Apply data modeling techniques to ensure development and implementation support efforts meet integration and performance expectations
• Independently analyze, solve, and correct issues in real time, providing problem resolution end-toend.
• Refine and automate regular processes, track issues, and document changes
• Assist developers with complex query tuning and schema refinement.
• Provide 24x7 support for critical production systems.
• Perform scheduled maintenance and support release deployment activities after hours.
• Share domain and technical expertise, providing technical mentorship and cross-training to other peers and team members.
• Carry out Performance Tuning and Optimization (PTO), using native monitoring and troubleshooting tools
• Carry out database backups, restore and recovery.
• Implement and manage High Availability (HA) and Disaster Recovery (DR) options for databases
• Develop and Optimize SQL Scripts
• Manage the reliability and accessibility of Interswitch Big Data Solutions.

Education And Experience

Academic Qualification(s):

• Good first degree in Computer Science / Computer Engineering or other related area

Professional Qualification(s)

• Microsoft Operating Systems & Database Certifications (e.g. MCP)
• Service Management Certifications (e.g. ITIL)
• Project Management Certifications

Experience (Number Of Relevant Years)

• Minimum of four (4) years’ relevant experience

Deadlines: June 08 2023