Lead, Field Operations at InterSwitch

Interswitch Limited is an integrated payment and transaction processing company that provides technology integration, advisory services, transaction processing and payment infrastructure to government, banks and corporate organizations. Interswitch, through its “Super Switchâ€Â provides online, real-time transaction switching that enable businesses and individuals have access to their funds across the 24 banks in Nigeria and across a variety of payment channels such as Automated Teller Machines (ATMS), Point of Sale (PoS) terminals, Mobile Phones, Kiosks, Web and Bank Branches.

To provide strategic oversight and operational leadership for all Field Operations across in any of Nigeria’s Lagos (2 regional hubs covering Lagos State) or Upcountry (5 regional hubs covering 35 states + FCT) locations, ensuring consistent service delivery, merchant support, operational excellence, and stakeholder satisfaction. The role will coordinate the activities of Regional Supervisors in any of Lagos (Mainland and Island), Portharcourt (South South), Abuja (North Central), Kano (The Rest of North), Imo (South East), Ibadan (South West), Cluster Leads, and Business Support Partners (BSPs), while driving strategic alignment, team effectiveness, and national field performance.

RESPONSIBILITIES

Team Leadership and Development

• Directly lead and manage a diverse team of Regional Supervisors, Cluster Leads, and BSPs across any of the upcountry locations.
• Define KPIs and performance benchmarks for BSPs, ensuring timely feedback, coaching, and performance evaluation.
• Provide strategic direction and alignment to regional teams in collaboration with the larger Support team and Inclusio business priorities.

Operational Efficiency and Support Delivery

• Ensure the seamless execution of field operations, including POS configuration at the regional hubs, deployment, and assisting in merchants onboarding.
• Ensure seamless, end-to-end technical support for POS terminals through structured escalation management, timely issue resolution, and continuous improvement of support processes.
• Drive terminal uptime and reduce inactivity by implementing proactive monitoring, retrievals, and performance analysis to enhance terminal utilization.
• Strengthen incident resolution and service efficiency by managing escalations across support levels (L2–L5), improving turnaround time and customer satisfaction.
• Monitor operational efficiency across all upcountry clusters, proactively addressing gaps and escalations.
• Lead process optimization across regions to reduce turnaround times, cost, and service friction.

Reporting, Analytics and Business Intelligence

• Consolidate regional reports into actionable insights for executive decision-making.
• Track performance metrics across field operations, including terminal uptime, incident resolution time, and BSP productivity.
• Deliver weekly, monthly, and quarterly reports on field activities, asset movement, and service delivery.
• Maintain logs of challenges experienced in the field for proper tracking and subsequent engagement with responsible teams for resolution.

Stakeholder and Relationship Management

• Serve as the primary liaison between the central Support team and regional clusters.
• Maintain strong engagement with internal stakeholders (Product, Engineering, Sales, and Business Development) to ensure regional needs are aligned with product updates and strategic decisions.
• Regularly engage with merchants, banks, and partners to deepen trust, drive feedback loops, and improve field service experience.

Regional Support & BSP Management

• Coordinate BSP onboarding, training, and performance tracking.
• Collaborate with Cluster Leads to manage and support all BSPs in designated regions, ensuring field coverage and operational readiness.

Process Governance and Quality Assurance

• Lead the documentation and review of operational and technical processes to ensure clarity, consistency, and compliance with internal controls and regulatory expectations.
• Maintain CRM data integrity and use quality assurance monitoring to improve ticket resolution, service delivery, and customer experience.

Deployment and Asset Management

• Ensure efficient distribution and usage of terminals, consumables, accessories, and branded materials across all regions.
• Partner with logistics teams and third-party providers for prompt delivery and retrieval of assets.

Strategic Contribution and Cross-Functional Projects

• Support the execution of nationwide application (versions and features) deployments, and other deployment initiatives such as promotions, branding campaigns, and deployment waves.
• Drive innovation in service delivery by implementing new tools, support structures, or models that enhance customer satisfaction and retention.

EDUCATION

• University graduate degree in Computer Science, Information Technology, Engineering, or other related technical fields.
• Relevant professional certifications in Project Management, IT Service Management (e.g., ITIL), or POS technology will be an added advantage.

EXPERIENCE

• Minimum of 5 years’ experience in Field Operations, preferably within FinTech, PTSP, or related industries.
• Demonstrated experience managing multi-regional teams, BSP networks, and high-volume asset deployments.

ADDITIONAL INFORMATION

Reporting Line

• The Lead, Field Operations reports to the Head, Instore Onboarding and Support.

Cross-Functional Collaboration

Product & Engineering

• Support the product team in developing Business Requirement Documents (BRDs) for new products.
• Identify product defects and suggest possible fixes.
• Provide a detailed analysis of fixes to assist the engineering team.

Core Operations

• Offer support to the Customer Support Team in Core Operations.
• Collaborate on resolving operational issues with possible fixes.

Business Development, Regional Sales, and Key Accounts

• Provide operational support to Business Development and Key Account Teams.
• Track revenue assurance for PTSP and related services.
• Manage stakeholder expectations and give timely feedback on reported issues.

Method of Application