Job Title: Service Delivery & Partnership Manager

Employment Type: Full-Time

Department: Operations

Reports to: Chief Operating Officer

Role Overview:
As the Service Delivery & Partnership Manager at RSwitch, you will oversee the seamless delivery of card and RNDPS eKash services, while also managing participant complaints and coordinating closely with IT for issue resolution. Additionally, you will be responsible for managing strategic partnerships and fostering collaboration with external partners to ensure service excellence. Your role is vital in maintaining high service standards, resolving issues promptly, and enhancing customer satisfaction while also ensuring alignment with partners for operational growth.

Key Responsibilities:

1. Service Delivery and Complaint Management:

o Manage the end-to-end delivery of card and eKash services, ensuring compliance with SLAs.
o Address participant complaints promptly and efficiently, with a focus on timely resolution.
o Serve as the primary escalation point for complex or unresolved complaints, implementing
effective management processes.
o Coordinate cross-functional activities to ensure issues are resolved and services delivered
effectively.

2. Coordination with IT for Issue Resolution:

o Act as the liaison between operational teams (Customer Support, Operations) and IT for system related issues impacting services.
o Proactively identify and manage dependencies between IT resolutions and business needs.
o Facilitate the prioritization, escalation, and resolution of IT-related issues, minimizing service
disruptions.

3. Follow-Up and Issue Closure:

o Apply a service management methodology to ensure efficient tracking and resolution of issues.
o Establish clear ownership for issue resolution across operations teams and track progress.
o Communicate updates to stakeholders regarding issue resolution timelines and provide
transparency in issue management.

4. Enforcement of Ticketing Platform Usage:

o Promote consistent use of the ticketing platform for logging, tracking, and documenting
participant complaints and service requests.
o Streamline issue management processes by defining clear escalation paths and implementing
improvement procedures.
o Generate reports from the ticketing system to identify trends and opportunities for service
optimization.

5. Bridge Between Operational/Business and Other Departments:

o Facilitate regular meetings with internal teams to align on Business Development & Operations
(BD&O) initiatives, challenges, and opportunities.
o Champion cross-department collaboration to ensure operational efficiency and business growth.
o Translate BD&O departmental needs into actionable plans for other departments to support
operational excellence.
o Address interdepartmental dependencies to ensure a seamless customer experience

6. Partnership Management:

o Develop and nurture strong relationships with strategic partners, ensuring alignment with
RSwitch’s business objectives.
o Work closely with external partners to identify opportunities for service enhancements, joint
initiatives, and operational improvements.
o Serve as the primary point of contact for partner issues, escalation, and resolution, ensuring
strong collaboration and value creation.
o Manage contractual obligations, ensuring that all service delivery and performance commitments
with partners are met.
o Support partner onboarding and ensure that both internal and external teams are aligned on goals
and expectations.

7. Compliance and Quality Assurance:

o Ensure adherence to regulatory requirements and industry standards in all aspects of service
delivery.
o Conduct regular quality assurance reviews and audits to identify opportunities for process and
service optimization.

8. Reporting and Communication:

o Prepare comprehensive reports on issue resolution status, service delivery metrics, and partner
performance for senior management and stakeholders.
o Maintain clear communication with internal teams and external clients about service updates,
issue resolutions, and service improvements.

Required Skills and Qualifications:
• Proven experience (5+ years) in managing card and mobile payment services, including a strong focus
on Business/IT issue coordination and resolution.
• In-depth understanding of payment processing technologies, regulatory requirements, and industry best
practices.
• Experience in partnership management, with a proven track record of building and maintaining
successful business relationships.
• Excellent leadership, communication, and interpersonal skills, with the ability to drive collaboration and
results across cross-functional teams.
• Strong analytical and problem-solving abilities, with a proactive approach to identifying and resolving
operational challenges.
• Bachelor’s degree in information technology; additional experience in service & Partnership
management is an advantage.

HOW TO APPLY:

• Interested candidates should submit their letter of intent and CV by e-mail to: recruitment@rswitch.co.rw   no later than 21st March 2025   11:59 PM
• Please note that applications received after the closing date will not be considered.
• Only Short-listed candidates will be contacted.