Service Management Monitoring Lead at Pick n Pay Stores Limited

Job Description

• The role will be responsible for managing and assuming full responsibility for the implementation of the service management function within Finance Business Solutions Central. The incumbent will own and deliver on all aspects relating to quality assurance, quality control, customer care, measuring, as well as reporting on customer satisfaction levels. Furthermore, the role will recommend, document, implement and monitor preventative and corrective actions and processes to integrated and finance business solutions to ensure that quality standards within the Finance Business Solutions Central environment are achieved.

Qualifications

• Degree in Finance or Finance business system degree
• PMP certification will be an added advantage
• 5 years' quality management experience within the finance and or retail industry 
• 3 years experience within a Service Environment
• Experience documenting, auditing and improving business processes and procedures
• Experience in setting quality goals, determining metrics for measuring quality, analyzing and creating recommendations for improvement based on the data

Competencies

• Analysis (including Attention to Detail)
• Judgment and decision-making
• Networking and Liaison/ Building strategic relationships
• Engaging Diversity
• Influencing and Negotiation
• Monitoring
• Business Insights
• Organisational Agility
• Strategic Leadership
• Motivating People
• Modelling / Living the Values
• Practical Execution Management (Planning and Organising)

Service Management Monitoring (TQM) Function:

• Develop, interpret, and implement quality assurance policies, standards, and procedures.
• Maintain documentation outlining the service design, policies, and procedures of the Service Delivery function.
• Set Quality Assurance compliance objectives and ensure that targets are achieved or exceeded.
• Support and enable the Business Solutions Central Functional Champions, Team Leads and Query Processors on service-related matters.
• Responsible for service improvement, service delivery oversight, service level analysis, reviewing service delivery performance, and highlighting potential productivity enhancements.
• Escalation of incidents and coordinate their resolution.
• Track active performance against SLAs and compile reports on SLA performance and service delivery quality.
• Research and propose new workflows to replace existing processes within Service Delivery functions.
• Ensure that repeat problems/requests are documented in the knowledge base and develop best practices communications on tickets suggesting improvements on Service Management systems framework.
• Develop, recommend, and monitor corrective and preventive actions within finance business solutions processes.
• Monitoring service management platforms interactions for quality improvement.
• Ensure that the service management catalogue is aligned to the business solutions central service catalogues, that defines all business solutions central services offered to the business. 

Business Improvement:

• Maintain business process documentation outlining the policies, and procedures of the Finance Business Solution areas.
• Continuously improve the finance business solutions processes, making appropriate suggestions to remove impediments in the delivery process.
• Link in to specific projects, testing and ensuring that integrated processes meet the requirements of the impacted finance business solutions department; including updating documentation and service catalogues where applicable.

Risk and Control Management:

• Ensure correct information is provided to internal auditors and external auditors in the format they need.
• Document, coordinate, participate and support audits on quality assurance activities and create audit reports.
• Evaluate audit findings and implement appropriate corrective actions.
• Oversee timely completion of all types of statutory audits requests relevant to service management.
• Ensure appropriate responses are made to audit observations and corrective and preventive actions are taken.

Stakeholder Management:

• Manage relationships with external service providers, Business leaders, Centre of Excellence; and Businesses, and Reporting Centre of Excellence.
• Manage relationships with risk and governance partners of respective processes.

Leadership:

• Keep in touch with the industry’s best practices in the Service Management Monitoring (TQM) process and ensure improvements and changes are made where necessary.  .
• Monitor employee well-being within the section and ensure staff motivation/morale is upheld.
• People Management
• Execute people management practices and resource utilization, resulting in a high-performance culture.
• Design and deliver training to ensure the qualification and development of employees within the Service Management Monitoring (TQM) function.
• Foster a culture of innovation, digital acumen, and automation.

CLOSING DATE: 10 JULY 2024