Apply for Job

Head: Service Delivery

Vacancy Details

Reference No.



Lead the servicing function for the company including management of service escalations, end to end payment operations, credit administration and office support services for a Head of Service Delivery role at a leading integrated financial services group. A strong financial acumen and understanding of digital platforms will be advantageous for this role.


  • Develop, implement and manage operational systems, processes and policies which are consistent with the innovative nature of banking services
  • Ensure there is a culture of continuous improvement of the service delivery function
  • Work with Senior Managers to design and implement the metrics to measure and review the quality, effectiveness and efficiency of service delivery
  • Use the bank’s products and service to contribute towards a dynamic knowledge (content) repository to facilitate seamless and easy customer service 
  • Collaborate in the development of an escalation matrix facilitated by a workflow system to effectively resolve queries and complaints
  • Collaborate with the Senior Managers to identify, prioritise and implement Division wide continuous service and process improvement projects, focussing on opportunities to automate processes in the division
  • Analyse and interpret trends and volumes to ensure optimised capacity for effective and dynamic service delivery
  • Provide regular management reports as and when requested on the various areas in the division
  • Use data and analytics to build and provide personalized and customized service solutions for customers
  • Use data and analytics to identify and escalate systems issues affecting customer experiences
  • Manage relevant third-party service providers and ensure that agreed service levels are consistently met
  • Motivate and challenge the team to meet and exceed performance standards through continuous improvement and driving results
  • Coach, mentor, manage performance, training and development of people
  • Ensure that the division is aware of and complaint with relevant legislations and regulations, as well as changes thereto


  • Minimum of 8+ years as a service manager in a financial institution or service company
  • Minimum of 5+ years in a senior leadership role
  • Good working knowledge of world-class client service and operations in financial services
  • Excellent customer servicing skill (both internal and external)
  • Understanding of the digital landscape and the benefits technology can bring to provide customer cantered solutions
  • Knowledge and practicable experience of performance management, budgeting, workforce planning
  • MS Office tools, i.e. Excel, Word, PowerPoint
  • Advantageous payment operations in financial services
  • Strong financial acumen

Kindly note, if you have not heard from us within two weeks of your application please consider it unsuccessful

Position Type


Work Level



Market Related


Banking/Finance And Investment

Salary Type



Cost To Company

Affirmative Action


Geographic Location

Gauteng - JHB North