Absa Group Limited (Absa) has forged a new way of getting things done, driven by bravery and passion, with the readiness to realise the possibilities on our continent and beyond.
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)
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