Manager, IT Customer Service Division

Company Overview:

EthSwitch is a pioneering National Switch leading the charge in transforming Ethiopia's financial landscape. Harnessing state-of-the-art technology, we develop groundbreaking solutions that empower both businesses and individuals to excel in the digital economy. EthSwitch represents forward-thinking financial services, seamlessly blending innovation, integrity, and excellence to deliver solutions to our esteemed clients.

At EthSwitch, we are committed to adopting a work environment that nurtures creativity, fosters collaboration, and prioritizes employee well-being. We firmly believe that a positive workplace culture is fundamental to achieving both personal and organizational success.

Currently, we are seekinga highly skilledprofessionalwho caninfuse innovative concepts into our financial services offerings.

Company Profile:

EthSwitch is the National Switch owned by all banks (both private and public) operating in Ethiopia, the National Bank of Ethiopia, Microfinance Institutions (MFIs), Payment Instrument Issuers (PIIs), and Payment Service Operators (PSOs). Our core mandate includes:

To CreateInteroperabilitybetween financial institutions,

ImplementDomestic PaymentScheme,

ProvideNational Payment Gateway,

Serve asCentral Interconnectivity for clearing & settlementand,

Provide shared Platform /Infrastructureservices.

Mission:Making Payments Simple and Affordable

Vision:To be best in class Payment Network inAfrica by 2035

This is an exciting time to be a part of EthSwitch as we continue to shape the future of financial services in Ethiopia and beyond. Join us in our journey to redefine the payment landscape and make a meaningful impact on the lives of millions.

Job Description

The Manager of the IT Customer Service Division is responsible for managing and improving the IT customer service division's operations and assignments. He/she will lead a team of IT customer service officers who provide technical support and assistance. He//she will also ensure that the IT customer service division meets the customer needs and expectations and that customer issues and complaints are managed and followed up appropriately. He/she also works with other divisions and departments to coordinate and align the IT customer service division's objectives with the overall EthSwitch IT operations. He/she is responsible for overseeing and improving the quality and efficiency of the IT customer service operations, such as handling inquiries, complaints, feedback, and requests from internal and external customers.

• The Division Manager should have strong communication, problem-solving, and customer service skills, as well as a solid technical background and knowledge of IT systems, processes, and standards. may also be involved in developing and implementing policies, procedures, and best practices.
• A certification or credential in IT customer service, such as the ITIL Foundation, is preferred.

• BSc/MSc in Computer Science, Software Engineering or related fields of studies
• 8/6 years of relevant work experience out of which 3 years in senior professional positions

• Ethical competence and certifications are advantages
• Required Number 1 (One)