Service Management Monitoring Lead page is loaded Service Management Monitoring Lead Apply locations Kenilworth - Cape Town time type Full time posted on Posted Yesterday job requisition id JR101861 It's fun to work in a company where people truly BELIEVE in what they're doing!
The role will be responsible for managing and assuming full responsibility for the implementation of the service management function within Finance Business Solutions Central. The incumbent will own and deliver on all aspects relating to quality assurance, quality control, customer care, measuring, as well as reporting on customer satisfaction levels. Furthermore, the role will recommend, document, implement and monitor preventative and corrective actions and processes to integrated and finance business solutions to ensure that quality standards within the Finance Business Solutions Central environment are achieved. Degree in Finance or Finance business system degree
PMP certification will be an added advantage
5 years' quality management experience within the finance and or retail industry
3 years experience within a Service Environment
Experience documenting, auditing and improving business processes and procedures
Experience in setting quality goals, determining metrics for measuring quality, analyzing and creating recommendations for improvement based on the data
Competencies Analysis (including Attention to Detail)
Judgment and decision-making
Networking and Liaison/ Building strategic relationships
Engaging Diversity
Influencing and Negotiation
Monitoring
Business Insights
Organisational Agility
Strategic Leadership
Motivating People
Modelling / Living the Values
Practical Execution Management (Planning and Organising)
Service Management Monitoring (TQM) Function:
Develop, interpret, and implement quality assurance policies, standards, and procedures.
Maintain documentation outlining the service design, policies, and procedures of the Service Delivery function.
Set Quality Assurance compliance objectives and ensure that targets are achieved or exceeded.
Support and enable the Business Solutions Central Functional Champions, Team Leads and Query Processors on service-related matters.
Responsible for service improvement, service delivery oversight, service level analysis, reviewing service delivery performance, and highlighting potential productivity enhancements.
Escalation of incidents and coordinate their resolution.
Track active performance against SLAs and compile reports on SLA performance and service delivery quality.
Research and propose new workflows to replace existing processes within Service Delivery functions.
Ensure that repeat problems/requests are documented in the knowledge base and develop best practices communications on tickets suggesting improvements on Service Management systems framework.
Develop, recommend, and monitor corrective and preventive actions within finance business solutions processes.
Monitoring service management platforms interactions for quality improvement.
Ensure that the service management catalogue is aligned to the business solutions central service catalogues, that defines all business solutions central services offered to the business.
Business Improvement:
Maintain business process documentation outlining the policies, and procedures of the Finance Business Solution areas.
Continuously improve the finance business solutions processes, making appropriate suggestions to remove impediments in the delivery process.
Link in to specific projects, testing and ensuring that integrated processes meet the requirements of the impacted finance business solutions department; including updating documentation and service catalogues where applicable.
Risk and Control Management:
Ensure correct information is provided to internal auditors and external auditors in the format they need.
Document, coordinate, participate and support audits on quality assurance activities and create audit reports.
Evaluate audit findings and implement appropriate corrective actions.
Oversee timely completion of all types of statutory audits requests relevant to service management.
Ensure appropriate responses are made to audit observations and corrective and preventive actions are taken.
Stakeholder Management:
Manage relationships with external service providers, Business leaders, Centre of Excellence; and Businesses, and Reporting Centre of Excellence.
Manage relationships with risk and governance partners of respective processes.
Leadership:
Keep in touch with the industry's best practices in the Service Management Monitoring (TQM) process and ensure improvements and changes are made where necessary. .
Monitor employee well-being within the section and ensure staff motivation/morale is upheld.
People Management
Execute people management practices and resource utilization, resulting in a high-performance culture.
Design and deliver training to ensure the qualification and development of employees within the Service Management Monitoring (TQM) function.
Foster a culture of innovation, digital acumen, and automation.
CLOSING DATE: 10 JULY 2024 If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Discover who we are
About Us At Pick n Pay, we aremore than just a retailer; we are an organisation of dedicated people committed to creating an exceptional shopping experience for our customers and an enriching, vibrant work environment for our employees. Founded in 1967, Pick n Pay is one of the largest retail chains in South Africa, serving millions of customers across the African continent. Our reputation is built upon our commitment toofferingcustomersthe bestin quality, and value.
Our Mission We serve with our hearts, we create a great place to be and With our minds, we create an excellent place to shop
Our Values Our values are deeply embedded in our culture and guide our actions:
Passion for our Customers: We are passionate about our customers and will fight for their rights. Our customers are our priority, and their satisfaction is our success.
Respect and Care: We care for and respect each other. We valueour team's diversity andtreat each other with kindness and understanding.
Personal Growth and Opportunity: We foster personal growth and opportunities. We believe in empowering our employees, providing opportunities for learning and advancement.
Leadership and Innovation: We nurture leadership and vision, and reward innovation. We encourage our employees to be leaders in their rolesand thinkoutside the box.
Honesty and Integrity: We live by honesty and integrity.We operate with transparency and trustworthiness in all our interactions.
Community Support: We support and participate in our communities. We believe in making a positive impact and giving back to our communities.
Individual Responsibility: We take individual responsibility.We areresponsible for our actions and decisions.
Accountability: We are all accountable. We hold ourselves responsible for delivering on our commitments to our customers, each other, and our business.
Why Pick n Pay? At Pick n Pay, our strength lies in our people. We strive to be the employer of choice, attracting and retaining the best talent in the industry. We create a work environment that fosters growth, celebrates achievements, and values individual contributions . Here, your work will be meaningful, recognized, and rewarded.
Experience the joy of being part of Pick n Pay. Let's shape the future of retail in Africa together.View our career opportunities.
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