Service Level Manager at Absa Group Limited (Absa)

Job Summary

• To plan, manage and monitor the implementation of service level agreements activities and processes in order to deliver on approved operational plans in an affective and efficient manner.

Job Description

• SLA Management: Ensure the implementation of a robust service level management process including the formalised contracting of internal and external service level agreements, regular service reviews and remedial actions for poor service delivery 
• Ensure appropriate governance, management information and reporting: Monitor operational plans and ensure that adequate management information is made available to measure performance against operational targets and scorecards. 
• Stakeholder Management: Continued pro-active stakeholder engagement and involvement on a business, regulator and industry level. 
• Query resolution: Perform detailed diagnostics and analytics in order to identify root cause problems impacting customer experience delivery.
• Team work: Forge strong partnerships within own function and collaborate across business areas, and demonstrate high level of self-awareness and ability to adapt to changing circumstances 

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)