Service Manager - Randburg at FNB South Africa

Purpose

• Responsible for activities associated with the identification prioritisation and resolution of reported problems.

Experience and Qualifications

• Related BComm Degree .
• 5-6 Years experience.

Responsibilities

• Drive significant growth and profitability in the context of cost management
• Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions
• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members
• Achieve Retention by managing the service breakdown activities as listed in the Service Operations Plan
• Resolve all customer queries efficiently, and within agreed timelines.
• Prepare business communication that is of a professional standard
• Perform Internal Root Cause Analysis to present the Internal Root Cause Analysis to the relevant stakeholders and facilitate process to design and implement appropriate solutions to remedy the situation
• Comply with governance in terms of legislative and audit requirements
• Draft and implement frameworks, methodologies, guidelines and procedures to support Root cause analysis as a discipline in the business
• Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data
• Manage own development to increase own competencies
• Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies