Service Manager

Job Description

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

Job 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
  
  

Additional Requirements

• Experience in managing multiple teams
• Debit dispute skills, analytical skills, stakeholders management, experience in service support environment
• 5 years' experience (2-3 yrs in managerial role)
• Relevant Degree
  
  

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Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

24/05/25

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.