Manager, Customer Service Integration at Standard Bank Group

Job description

Job Purpose

This job is responsible for coordinating all aspects of production service delivery including service management, change management, incident management and continuous service improvement in accordance with agreed standards and ensures high service levels are maintained. It also provides an aggregated, up to date view of production service delivery to customers, business segments and customer channels. The job is accountable for ensuring excellent and consistent customer experience.

Key Responsibilities/Accountabilities

• Maintains all customer and business partner service level agreements for Production, Cash Shared Services
• Monitors and reports on service delivery metrics and overall performance against agreed standards.
• Monitors and coordinates resolution of customer queries, including feedback to business partners and/or customers and data analysis for continuous improvement
• Escalates outcome of corrective actions to Continuous Improvement where required
• Coordinates planned changes with customer service, project management and operations stakeholders.
• Measures, monitors and reports on compliance of vendors performance to customer requirements
• Provides single point of contact (Service Help Desk) for national customer service issues
• Participates in internal business partner strategic planning and performance review meetings and external business partner engagement meetings as required
• Manages all aspects of the employee lifecycle from recruitment through to exit. This includes performance management; training and development; discipline and grievance management; retention and reward and people administration
• Manages people according to the lean leadership and employee engagement principles
• Conducts resource planning and managing. This includes capacity planning; material resource planning; etc
• Responsible for business continuity management. This includes risk analysis and development of disaster recovery strategies, processes and plans as well as monitoring compliance
• Undertakes relationship management. This includes developing and maintaining sound relationships with all appropriate stakeholders (internally and externally)
• Responsible for cost management and budgetary control. This includes development and management of the operational budget and unit cost management
• Responsible for occupational health, safety and environmental management. This includes managing all occupational health, safety and environmental aspects in line with legislation and appropriate policy and procedure
• Responsible for risk management. This includes identifying and managing risks in the area according to systems, processes and policies
• Responsible for change management. This includes leading and enabling all change within own environment
• Responsible for business performance management. This includes identifying, tracking and reporting on agreed upon business performance measures
• Responsible for service management. This includes managing performance in accordance to agreed customer service levels and ensuring at all times that customer considerations are foremost
• Responsible for quality management. This includes continuously improving the business to ensure quality output as per agreed service level agreements

Qualifications

Preferred Qualification and Experience:

• At least a Honours Degree in Business Management OR
• Extensive banking experience (7+ years) and a formal qualification in Banking
• MBL or MBA will be an added advantage

Experience

• 2-3 years management experience
• Proven experience in production, with particular experience in service industry and/or fast moving consumer goods
• Experience within a customer facing environment, with management across geographic boundaries essential
• Experience in managing multiple client interfaces and dealing with variable issues

Knowledge/Technical Skills/Expertise

• Supply Chain management principles
• Quality systems and processes, including ISO 9001
• Understanding of risk and the management of risk
• Sourcing and vendor management