Head, Operations Support at Interswitch

JOB SUMMARY

To ensure the efficient and effective resolution of complex operational and product issues as it relates to transaction processing, product features/ platform use, and back-office operations such as Settlement, Dispute, Reporting, Product/Service-related implementation request Fulfilment.

KEY RESPONSIBILITIES

Team Management and Leadership:

• Lead and manage teams of 2nd level support engineers and executives, providing guidance, mentorship, and performance management.
• Develop and maintain training programs to enhance team skills and knowledge.
• Foster a collaborative and positive work environment, promoting team development and morale.

Issue Resolution:

• Oversee the resolution of complex operational and product issues escalated from 1st level support, ensuring timely and accurate troubleshooting as it relates to:
  • Settlement and reports delivery
  • Dispute management
  • Third party processing services
  • Switch Application configuration Implementation
  • Product Applications configuration Implementation
• Act as an escalation point for critical or high-priority issues, coordinating with other departments (technology, product, engineering, service delivery and solution implementation) to expedite resolution.
• Monitor and analyze support metrics to identify trends, root causes, and areas for improvement.

Process Improvement:

• Develop and implement support processes and best practices to enhance efficiency and effectiveness.
• Work closely with the product and engineering teams to provide feedback on product issues and suggest improvements.
• Participate in the development and testing of new products or features, ensuring support readiness.

Customer Experience:

• Ensure high levels of customer satisfaction by delivering quality support and maintaining strong customer relationships.
• Communicate effectively with customers, providing updates and setting expectations for issue resolution timelines.
• Gather and analyze customer feedback to inform support strategies and product enhancements.

Documentation and Knowledge Management:

• Create and maintain comprehensive documentation for support processes, common issues, and resolutions.
• Ensure that the knowledge base is updated regularly and accessible to both the support team and customers.

Reporting and Analytics:

• Generate regular reports on support team performance, customer issues, and resolution times.
• Analyze data to identify trends, measure team performance, and drive continuous improvement.

Collaboration and Communication:

• Collaborate with other departments, such as product management, engineering, and quality assurance, to share insights and align on customer needs.
• Represent the support team in cross-functional meetings and projects, providing input on support implications and requirements.

EDUCATION:

• A first degree from a recognized institution

EXPERIENCE:

• 8 - 10 years experience with at least 4 years in a supervisory capacity within FinTech Product operations and/or electronic fund transfer space

QUALIFICATIONS:

The below qualifications are also added advantage:

• Programming or SQL scripting skills
• ITIL knowledge/certification
• Lean Six Sigma certification
• API Integration and Support is an added advantage
• Intermediate understanding of Project management principles is also a plus