Product Platforms Executive 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.
The Product Platforms Executive is responsible for overseeing and supporting the systems, technologies, and components that enable the operational effectiveness of the Product Organization. This role ensures that products and applications deliver on their intended value propositions by optimizing the use of processes, people, tools, systems, and applications. The goal is to enhance the performance of the Product and maximize the overall value delivered to the end user.

KEY RESPONSIBILITIES

Product Experience Management

Enhance the feedback loop between customers, partners, and product teams to ensure insights directly inform product improvements.
Lead improvement initiatives focused not only on increasing success rates but also on elevating the overall customer experience—the ultimate measure of product success.
Facilitate technical review sessions and provide dedicated technical support to high-value merchants to ensure optimal platform performance and satisfaction.

Application Operations

Continuously monitor and analyze application behaviour within the operational environment to identify trends and anomalies.
Measure application performance across key metrics such as response time and end-user experience.
Oversee and manage all third-level (Tier 3) support operations to resolve complex technical issues.
Lead proactive and reactive problem management across applications, products, and platforms within the Product Organization.
Maintain and manage a comprehensive problem log to track recurring issues and resolutions.
Prioritize and coordinate the resolution of bugs based on impact and urgency.
Support and empower first- and second-level support teams through knowledge sharing and escalation management.
Generate actionable insights on application and customer experience to inform product team decisions.

Product Value Realization

Monitor and ensure customer value delivery for each release and Program Increment (PI), both pre- and post-launch.
Track and validate return on investment (ROI) for product and feature releases, including metrics such as customer adoption and usage rates.
Promote cross-functional collaboration around product initiatives, leveraging insights to identify and prioritize areas for improvement.
Drive continuous enhancements across products and platforms to maximize business impact and value across product lines.

Product Improvement & Optimization Champion

Lead initiatives to enhance product delivery and management processes for greater efficiency and impact.
Scale product knowledge across the organization and with external stakeholders to drive alignment and adoption.
Promote and embed IT Service Management (ITSM) best practices within the Product Organization.
Act as a key liaison between the Product Organization and external stakeholders beyond the business.
Oversee product performance reporting to inform strategic decisions and continuous improvement.
Design and implement business processes for the department, including onboarding, rollout, and ongoing education programs.
Manage the product stack and associated tools to ensure optimal performance and alignment with business needs.

EDUCATION AND EXPERIENCE

Academic Qualification(s)

A good degree in Computer Science or any other relevant/related field of study from an accredited University.

Professional Qualification(s)

Certified Product Manager
Lean Six Sigma Yellow Belt
Other relevant industry certifications

Experience (3–5 years minimum)

Proven experience in product management or a related field.
Strong background in technical operations, with deep understanding of system performance and reliability.
Hands-on experience in technical support, with emphasis on issue resolution and customer satisfaction.
Demonstrated ability to deliver exceptional user experiences through product design and continuous improvement.

KEY SKILLS AND COMPETENCIES

Functional / Technical

Expertise in technical support and issue resolution, ensuring minimal downtime and high user satisfaction.
Strong troubleshooting skills, with a structured approach to identifying and resolving system/application issues.
Proficient in project management, capable of coordinating cross-functional initiatives effectively.
Skilled in research and data analysis to drive informed decision-making and continuous improvement.
Hands-on experience with enterprise applications and system operations.
Demonstrated critical thinking and problem-solving abilities in dynamic, high-pressure environments.
Solid understanding and application of IT Service Management (ITSM) principles and best practices.