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.
The Team Lead, Operations Assurance will be responsible for ensuring efficient service delivery, data-driven decision-making, and continuous process improvement by analyzing service performance data to improve services, and align with organizational goals.
RESPONSIBILITIES
Team Leadership and Management:
- Lead, mentor, and develop a team of Service Analysts and Data Analysts, fostering a collaborative and high-performance culture.
- Set clear objectives for the team, provide regular feedback, and conduct performance evaluations.
- Coordinate the team’s workload to ensure timely completion of tasks, projects, and reporting requirements.
Operations Service Management:
- Oversee the delivery of operations services, ensuring that service levels meet or exceed expectations and are aligned with organizational goals and commitments.
- Monitor and manage quality metrics related to service delivery, such as response times, resolution rates, reactivation rate and customer satisfaction to ensure continuous improvement and customer satisfaction.
- Collaborate with cross-functional teams to develop service improvement plans and implement them to address areas of concern.
- Ensure that all operational procedures are documented, followed, and regularly updated to reflect best practices.
Data Analysis and Reporting:
- Lead data analysts in the collection, processing, and analyses of data related to operations service performance.
- Develop and maintain dashboards, reports, and data visualizations that provide actionable insights into operations service performance and trends.
- Use data to identify areas for improvement in service delivery and operational efficiency, driving continuous improvement initiatives.
- Ensure data accuracy and integrity, and promote data-driven decision-making across the operations group.
Process Improvement:
- Analyze operational processes and identify opportunities for optimization to improve efficiency, reduce costs, and enhance service quality.
- Implement process improvement initiatives, using methodologies such as Lean Six Sigma, to achieve measurable improvements in service delivery.
- Encourage innovation and the adoption of best practices within the team to drive operational excellence.
Stakeholder Communication and Collaboration:
- Serve as the primary point of contact for stakeholders regarding operations service performance and data analysis insights.
- Communicate effectively with internal and external stakeholders to understand their needs and ensure that operations services meet those needs.
- Collaborate with other departments to align operations service activities with broader organizational goals and strategies.
Strategic Planning and Execution:
- Contribute to the development of the operations service and data analysis strategy, ensuring alignment with organizational objectives.
- Lead the planning and execution of projects related to operations service and data analysis, ensuring timely delivery and high-quality outcomes.
- Stay informed about industry trends and emerging technologies, applying relevant insights to enhance operations service and data analysis capabilities
SKILLS
- Advanced Understanding of SQL
- Intermediate Understanding of Electronic funds transfer processing
- Intermediate Understanding of operational risk management and compliance requirements.
- Intermediate Understanding of Operations around Interswitch’s products
- Data analysis & presentation (PowerBI, Tableau etc)
- Fintech Backoffice Operations
EDUCATION/EXPERIENCE
- BSc or B.Eng. in Computer Science/Business Information Technology
- with relevant experience/certifications in EFT payments and Fintech Product Operations is required
- SQL scripting skills
- ITIL knowledge/certification
- Leans Six Sigma certification
- Intermediate understanding of Project management principles is also a plus
Method of Application
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