Production Support Manager
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Location: Johannesburg
Time Type: Full time
Posted On: Posted 2 Days Ago
Job Requisition ID: R19712
Job Description
To have system changes suggested by the various business units and segments evaluated and implemented as directed:
Collaborate closely with relevant business units and product houses as per strategy to identify revenue opportunities.
Drive opportunities for revenue growth and cost reduction such as adoption of digital and other self-service options across the client base.
Ensure full understanding of customer needs to deliver a quality service.
Ensure customer service solutions are aligned to the business operational plan, organisational values, and service standards.
Communicate how customer service solutions will be implemented and secure buy-in.
Ensure product knowledge and advice are technically accurate and provide customers with relevant information to keep them informed of products and service options.
Ensure resolution of customer queries and complaints timeously and ownership of issues.
Analyse customer feedback to help improve customer service.
Propose ideas to improve customer service and investigate new ways to optimise processes.
Flag opportunities to migrate to platforms and support the use of technology in process and system improvements.
Draw on knowledge and experience to identify and develop solutions that lead to improved service delivery and quality.
Execute own work in accordance with the organisational values and code of ethics.
Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution.
Identify and escalate risk as a normal part of work.
Assess own performance against competencies and skills required for delivery. Identify development needs and select effective solutions to address own development needs.
Prepare a personal development plan with management to implement and review as required.
Monitor own progress against the development plan and measure the impact of results.
Qualifications and Skills
Relevant Degree in Information Technology/Computer Science.
Understanding of core mainframe systems (e.g., Hogan).
Understanding of online systems (i.e., online, app, and AoP).
Ability to unpack system defects.
Ability to lead a team of production support specialists (Core).
Good understanding of access management.
Ability to run and code scripts in VBA and Python.
Job Details
Application Closing Date: 28/08/24
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.
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