Standard Bank Manager, Regional Service Management Jobs in South Africa

Standard Bank Manager, Regional Service Management Jobs in South Africa


Job Purpose

  • To provide a single point of contact for Service Management at a Regional level to ensure excellent and consistent corporate, private and priority client experience which encompasses change management, incident management and service management.

    Key Responsibilities/Accountabilities

    Client:

  • Manage all corporate, private and priority client and business partner service level agreements regionally for Cash Shared Services to ensure effective end-to-end service delivery and consistent internal and external client experience.

  • Monitor and coordinate resolution of queries and escalations regionally by providing consistent feedback to business partners and/or corporate, private and priority clients as per the service level agreements to optimise client satisfaction.

  • Arrange planned changes regionally between client and operations, and support national projects to ensure a smooth migration and minimum impact to client.

  • Maintain a single point of contact for regional corporate, private and priority clients for ATM, Device and Retail escalations to optimise client satisfaction. This includes face-to-face interaction with CIB high-profile clients.

  • Interact with Business Partners regionally and attend the relevant forums to present on the performance and service delivery to Cash customers and analysis to support continuous service improvements.

  • Interact with Business Partners regionally and attend the relevant forums to present on the performance and service delivery to Cash customers and analysis to support continuous service improvements.

    Data:

  • Measure, monitor and report on service delivery metrics regionally and performance against agreed standards to ensure effective delivery to clients by regional internal cash teams and external service providers as per the agreed service level agreements.

    People:

  • Lead the regional Service Management Team according to the lean leadership and employee engagement principles, including employee lifecycle from recruitment through to exit, performance management, training and development, discipline and grievance management, retention and
    reward and people administration, to ensure a high performance culture within the regional Service Management Team.

    Risk, Reg, Prudential and Compliance:

  • Drive compliance of all regional aspects relating to occupational health, safety and environmental management, support risk analysis and development of disaster recovery strategies, processes and plans in line with legislation and regulatory requirements.

    Strategy:

  • Execute the Service Management strategy for Cash Shared Services as defined by the Head, Service Management to ensure regional alignment to the overall Standard Bank strategic theme of Client Centricity.

    Financial Management:

  • Maintain regional cost management and budgetary control, including the development and management of the operational budget and unit cost management to control cost within budget.

  • Drive compliance of operational procedures ensuring no deviation from agreed standards to prevent losses.

    Technology and Architecture:

  • Support functionality of existing systems regionally within Cash Shared Services to ensure the systems enable effective service delivery.

    Product:

  • Implement new products or changes to existing products regionally within Cash Shared Services (including ATM, Retail and Devices) to ensure effective service delivery.

    Minimum Qualification and Experience

  • 5-7 years experience:

  • Banking, Operations and Channel.

  • Call Centre, Helpdesk -Service, Support, Project Implementation and Management.

    How to Apply

  • For more information and job application details, see; Standard Bank Manager, Regional Service Management Jobs in South Africa


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