Service Management Executive

Interswitch

Product & Project Management

New
2 weeks ago

Job Summary

To support the management of Interswitch’s group Pureplay Services through the management of interaction between the internal teams, external customers, partners, and other stakeholders.

  • Minimum Qualification:Degree
  • Experience Level:Mid level
  • Experience Length:4 years

Job Description/Requirements

Responsibilities:

  • Support the creation of service architecture
  • Runs beta and pilot programs with new services and enhancement initiatives
  • Provides input into the business and Technical Service Catalogue
  • Works with support teams to ensure that consumers get adequate support and proper communication to drive satisfaction and usage
  • Manages issues resolution and assign actionable tasks to various business stakeholders
  • Manages current service offerings by ensuring SLAs are met by operations team and support team or other teams
  • Prepares a Project transition to Operational Services checklist for every project assigned
  • Service Training and handover training for new and existing services
  • End User Quality Assurance
  • Identifies Service enhancements/service improvements
  • Develops and implement initiatives that ensure product transaction growth
  • Oversee the analysis & monitoring of market trends to be able to make recommendation on product enhancements
  • Designs and conducts customer surveys
  • Generates daily/ weekly Service Performance report to provide insights on Service Trend Analysis from customer and internal perspective
  • Regularly meets with top 10 customers, to review service performance
  • Keeps sales team up to date on functionality and future enhancements to products and provides relevant sales materials


Requirements:

  • First Degree in a Science or Art discipline
  • 4 years experience in the same or related field
  • Service/Project Management certifications like ITIL, ISO, PMP, etc will be an added advantage

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