Service Management Executive
Location | Lagos, Nigeria |
Date Posted | June 24, 2021 |
Category |
Management
|
Job Type |
Full-time
|
Currency | NGN |
Description
Job Summary
- To support the management of Interswitch’s group Purepay Services through the management of interaction between the internal teams, external customers, partners, and other stakeholders.
Responsibilities
- Service Design.
- Support the creation of service architecture.
- Service Operations.
- Develops and implements initiatives that ensure product transaction growth
- Oversee the analysis & monitoring of market trends to be able to make recommendation on product enhancements.
- Service Performance Review/ Analysis.
- Designs and conduct 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 Others.
- Keeps sales people up to date on functionality and future enhancements to products and provides relevant sales materials.
- 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 .
- Service Transition.
- 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
- Continuous Service Improvement
- Identifies Service enhancements/service improvements
Requirements
- First Degree in a Science or Art discipline.
- 1 - 2 years experience in same or related field.
- Service / Project Management certifications like ITIL, ISO, PMP, etc will be an added advantage.