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Head: Service Delivery

Vacancy Details

Reference No.

HW-41520

Synopsis

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.

Description

  • 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

Requirements

  • 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

Permanent

Work Level

Senior

Salary

Market Related

Industry

Banking/Finance And Investment

Salary Type

Annually

Package

Cost To Company

Affirmative Action

Yes

Geographic Location

Gauteng - JHB North