Job title : Service Assurance Manager (Western Cape)
Job Location : Western Cape,
Deadline : December 19, 2024
Quick Recommended Links
Jobs by Location
Job by industries
Description 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. Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews 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.
Requirements 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 standard of ethical, moral and professional conduct
BUILD TEAM AND PEOPLE CAPABILITIES THROUGH: Establishing exceptional working relationships within Flash based on trust, loyalty, dependability and skill; and earns respect from colleagues and stakeholders. Leads by example, is approachable, assists team members, and sets clear direction. Takes a genuine interest in developing junior employees and fosters a positive, service-oriented culture. Highly committed to company goals and communicates them clearly and compellingly. Vocal and opinionated with respect to decisions that impact customers within their remit, securing positive outcomes. Speaks compellingly, and is influential Embraces a 'change agent' mentality, challenging the status quo for better results. Committed to personal growth, taking self-directed steps to develop skills and experience. Provide ongoing coaching and feedback, manage team performance, and support career development conversations with direct reports. Hire and retain high performers through active management of change and role-modelling behaviours that align with company culture and values.
Sales / Retail / Business Development jobs