time left to apply End Date: January 23, 2025 (4 days left to apply)
job requisition id R27261
Job DescriptionHello Future Service Level Manager
Welcome to FNB, the home of the #changeables.
We design for the shapeshifters and deliver products and services that make us incredibly proud of the people that make it happen.
As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious.
Now's the time to imagine your potential in a team where experts come together and ignite effective change.
Overview of the role: Join us for an exciting opportunity as a Service Level Manager for FNB based in Johannesburg, South Africa.
The role will cover customer support, operations, and service delivery.
As the Service Level Manager, you will be responsible for strategically engaging in continual operations, service improvements, business relationships, and governance of all services provided by I&SS throughout its lifecycle, ensuring alignment with service sales strategies and seamless service delivery.
You will also be responsible for service performance and quality of service delivery by I&SS and its suppliers.
You will work closely with our partners, suppliers, and stakeholders to ensure a seamless customer support experience for our customers by driving our services, support and quality metrics, support models, programs, and strategy.
You will be responsible for: Establish, implement, and manage our catalog of services.Drive opportunities for automation.Establish, implement, and manage OLAs to support our SLAs.Negotiate SLA targets with internal teams and customers.Establish, implement, and manage service level agreements, ensuring consistent and high-quality service delivery to meet customer expectations.Design, create, and maintain appropriate SLAs to contract services.Takes charge of planning service support or solution portfolios throughout their entire lifecycle, ensuring alignment with pricing strategies, seamless end-to-end service delivery, and readiness for operations with their associated processes.Collaborates across regions, geographies, and global teams to formulate and implement innovative services, solutions, or programs and their associated processes to address evolving customer demands while promoting profitable growth.Contributes insights based on service data to drive increased opportunities, leveraging data-driven strategies for business growth.Represents services within solution/new service portfolio core teams and incorporates service requirements into various service development stages.Conducts thorough business analysis, identifies root causes, and formulates recommendations and solutions to drive enhancements in business performance.Utilizes both technical and business acumen to lead complex cross-functional initiatives with significant impact on the services.Communicate new services to the business units to increase revenue.Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.Managing the daily performance of the suppliers, partners, and internal teams to meet Operational KPI Targets.Host and drive all relevant partner and supplier collaborations and meetings in order to ensure operational efficiency.
Ensure that all internal stakeholders are engaged in order to realize the business strategies.Facilitate engagement and influence stakeholders, partners, and suppliers to drive operational efficiency and deliver customer satisfaction.Analysis of key metrics and supporting data to drive clear actions and strategic changes to deliver customer satisfaction.Creation and Provision of regular reporting to management and stakeholders based on key metrics and customer satisfaction data.What you will need: Over 5 years' experience in a similar role.We can be a match if you can: Apply advanced subject matter knowledge, lead, and contribute to complex projects, and exercise independent judgment in resolving business issues and establishing policies.Work on problems of diverse complexity and scope.May act as a coordinator providing direction to team activities and facilitating information validation and team decision-making.Exercise independent judgment within generally defined policies and practices to identify and select a solution.Handle most unique situations.May seek advice to make decisions on complex business & IT issues.Advanced report writing.You will have access to: Opportunities to network and collaborate.Challenging Work.Opportunities to innovate.Are you interested to take the step?
We look forward to engaging with you further.
Apply now! Job DetailsTake note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below. 23/01/25
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.
Introduce YourselfIntroduce yourself to our recruiters and we will get in touch if there's a role that seems like a good match.
Should you have any queries, please log it via MyQ.
About UsServing retail and commercial customers, FNB is so much more than a bank, offering life and short-term insurance, innovative savings and investment products, and a digital universe of solutions that help customers navigate challenges and opportunities of everyday life.
It has a market-leading app and a globally recognised rewards system in eBucks.
FNB has won multiple awards, including the Strongest Banking Brand in the World in the Brand Finance Banking 500 2023 report.
FNB represents multiple opportunities for you to build an exciting and rewarding career, especially if you want to change people's lives in an authentic, profound, and sustainable way.
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