The ideal candidate will have 10+ years of management experience and have significant expertise in technology and/or financial services. The role involves overseeing support and operations across SA, UK, and Europe, ensuring smooth systems monitoring, effective escalation processes, payment operations, and internal/external stakeholder engagements.
RESPONSIBILITIES:
B2B Service Assurance Management:
Lead and manage Service Assurance operations across SA, UK, and Europe, ensuring that SLAs and KPIs are consistently met.
Drive client satisfaction by ensuring timely and effective resolution of issues.
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
Providing accurate and regular reports to the management on performance of the Service Assurance.
Support & Systems Monitoring:
Oversee 24/7 monitoring of systems, ensuring proactive identification and resolution of technical issues.
Implement robust escalation processes to manage incidents efficiently and minimize downtime.
Payment Operations:
Ensure efficient processing of payment operations and query resolution processes.
Manage and optimize payment workflows, ensuring compliance with regulatory standards.
Sales & Administration Support:
Collaborate with sales and administrative teams to support smooth operations, from contract management to administrative oversight.
Assist in the development of processes that streamline operational tasks and support business growth.
Team Leadership:
Lead a multi-disciplinary team of managers and specialists, fostering a high-performance culture.
Provide coaching and development opportunities to team members to enhance their skills and knowledge.
Stakeholder Management:
Serve as the primary point of contact for key B2B clients and internal stakeholders across regions.
Ensure transparent communication and collaboration between support teams, clients, and senior management.
MINIMUM REQUIREMENTS:
10+ years of management experience in Service Assurance within the technology or financial services industry.
Minimum of 5 years' experience in B2B Service Delivery environments.
Experience in systems monitoring, incident escalation, and/or payment operations will be highly beneficial.
Solid background in managing operations across multiple regions (SA, UK, Europe).
Experience in delivering periodic management reports and regular meetings with key stakeholders.
TECHNICAL SKILLS:
Strong understanding of non-voice support systems (e.g., Freshdesk).
Ability to create workflows, test, troubleshoot, and solve problems through data analysis.
Extract and synthesize information from stakeholders to build processes.
Ability to review and draft incident reports and monthly management reports.
BEHAVIOURAL SKILLS:
Solutions-oriented with a strong focus on problem-solving and analytical skills.
Fosters a positive culture through open communication and feedback.
Strong leadership, teamwork, and staff development abilities.
Customer service-oriented.
Confidence and the ability to have a holistic view.
Problem-solving and the ability to understand and collate management information.
Focused and self-motivated approach to work as well as help staff work towards targets.
Promote high standards of ethical, moral and professional conduct.
BUILD TEAM AND PEOPLE CAPABILITIES THROUGH:
Establishing exceptional working relationships based on trust, loyalty, dependability and skill; earning respect from colleagues and stakeholders.
Leading by example, being approachable, assisting team members, and setting clear direction.
Taking a genuine interest in developing junior employees and fostering a positive, service-oriented culture.
Highly committed to company goals and communicating them clearly and compellingly.
Being vocal and opinionated with respect to decisions that impact customers, securing positive outcomes.
Embracing a 'change agent' mentality, challenging the status quo for better results.
Committed to personal growth, taking self-directed steps to develop skills and experience.
Providing ongoing coaching and feedback, managing team performance, and supporting career development conversations with direct reports.
Hiring and retaining high performers through active management of change and role-modeling behaviours that align with company culture and values.
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