Interswitch is an Africa-focused integrated digital payments and commerce company that facilitates the electronic circulation of money as well as the exchange of value between individuals and organisations on a timely and consistent basis. We started operations in 2002 as a transaction switching and electronic payments processing, and have progressively evolved into an integrated payment services company, building and managing payment infrastructure as well as delivering innovative payment products and transactional services throughout the African continent. At Interswitch, we offer unique career opportunities for individuals capable of playing key roles and adding value in an innovative and fun environment.
We are recruiting to fill the position below:
Job Title: Head, Client Account Management
Location: Lagos
Job Description
- To manage the overall customer service experience for Interswitch’s (Payment’s Processing) customers
Relationship Management:
- Manages communication with customers on upgrades, outages and issues
- Obtains feedback from customers on service issues
- Carries out monthly service quality review sessions with key customers
- Carries out quarterly service quality review sessions with Tier 2 customers
- Carries out quarterly feedback sessions with vendors and partners
Contract Management:
- Manages payments, billing and receivables
- Liaises with Service Managers and Legal Team to Draft SLAs and contracts
- Works with Service Managers and Legal Team to Review SLAs and contracts with customers
- Works with Service Managers and Legal Team to Review SLAs and contracts with partners
- Works with support teams to ensure that customers get adequate support and proper communication to drive satisfaction and usage
- Manages current service offerings by ensuring SLAs are met by operations team and support team or other teams
Continuous Service Improvement:
- Identifies areas for service enhancements/service improvements
- Analyses market trends so as to be able to provide input on product and service enhancements
Service Performance Review/ Analysis:
- Conducts customer surveys
- Provides insights on industry trends or initiatives from key customers
- Regularly meets with top 10 customers, to review service performance
- Conducts service performance review with service managers and internal teams to assess SLA breaches
- Provides feedback from customers to Service Managers
Reporting:
- Generates reports on service quality and contract management
Academic Qualification (s)
- A good degree in Computer Science or Social Sciences.
Experience (Number of relevant years):
- 5 years minimum experience in a similar function.
How to Apply
Interested and qualified candidates should:
Click here to apply online\
Job Title: Lead, Product Development – Payments Processing
Location: Lagos
Job Description
- To support the growth of the switching and processing business by identifying and engaging potential customers and managing existing relationships in order to promote adoption and sale of Switching and Processing products and services
Sales & Business Development:
- Provides excellent and customer-focused sales and account management activities for designated customers and products (Develops and maintains strong relationships with key customers utilising products) (Proactively liaises with customers for feedback on services rendered and ensure that issues are promptly escalated and/or addressed), (Responds to customer requests for advice on Switching and Processing queries)
- Uses the CRM platform to evaluate leads and track sales and revenue growth
- Assists in or produces business case documents for new product or service offerings development
- Develops proposals in response to requests for proposals (RFPs), delivering sales presentations, conducting seminars and participating in meetings with clients and external vendors or advisors
- For new business that are acquired, works with relevant Interswitch teams / colleagues to support customers through the transition from project completion to transaction generation
- Defines and sets sales targets for the unit/ subordinates
- Monitors activities of the team to ensure sales and service targets are achieved (Analyse sales performance results and develops tactical initiatives to bridge identified gaps)
- Communicates customer requirements to the Operations and Project team and work with them to ensure that products are delivered to customer requirements and in line with agreed terms
- Ensures the team’s compliance with Interswitch’s sales and account management policies and procedures (e.g. use of CRM etc.)
- Drafts MOUs, NDAs, SLAs, OLAs for review by the unit lead and for onward transmission to Legal team for the purpose of closing a sale or developing new business
- Reviews legal documentation with prospective partners or customers for the purpose of closing a sale or developing new business
Market Research:
- Performs market research and analysis and monitors external and internal environment for development of new market segments
- Assists in developing an evaluation process to gain feedback from customers and providing market feedback to the Head, Transaction Growth & Expansion to meet market demands and generate product development ideas Keeps abreast of trends and developments in payment technology, products practices and operations
Account Management:
- Receives feedback from customers for improvement of products and services
- Post-sales engagement: visiting customers to discuss on how to improve services
- Builds relationships that are of value with the customers
Competitor Analysis:
- Learns what the competition is doing in terms of customer pricing, experience in the local market, their alliances, credibility etc.
- Responsible for documenting and maintaining for the division the findings of our competitor analysis
- Organises quarterly review of the competitor analysis
Operational/ Admin Responsibilities:
- Prepares and submits periodic reports to the Head Transaction Growth & Expansion on the activities of the team for management decision making
- Customer engagement reports
- Sales reports (lead generation, actual vs. targets etc.)
- Customer and product revenue reports
- Handles all customer or partner inquiries
Academic Qualification (s)
- Good first degree (preferably in a business related discipline)
Experience (Number of relevant years):
- 5 years minimum experience in a similar function.
How to Apply
Interested and qualified candidates should:
Click here to apply online
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