Job Title : Service Manager
Reports to : Head of Operations
Location : Maseru
JOB PURPOSE
Service Manager acts as the primary contact in the Customer Service Centre (CSC) for existing services to ensure that client satisfaction levels are met. She/he develops functional and technical knowledge base within internal CSC team to provide guidance to business to optimize Return of Investment from deployed application. The incumbent will be responsible for the analysis of queries and reporting.
DUTIES AND RESPONSIBILITIES
• Establishes, reviews and implements Operational Level Agreement (OLA) between CSC, IT and Business to enable smooth functioning of business;
• Develops and maintains policies and processes;
• Ensures compliance with the regulatory framework;
• Analyses queries and provides regular reports to business owners on status of issues;
• Resolves issues faced by business units and external customers by providing solutions;
• Manages and controls Testing and Training environments to provide Quality Assurance of solutions provided by suppliers to resolve logged issues;
• Gathers new functional requirements on all existing applications for continuous service improvement;
• Designs and conducts customer service surveys internally· and externally to determine the level of customer and staff satisfaction;
• Takes accountability for functional aspects of the implementation of operational ICT projects in partnership with the IT Project Management Office;
• Demonstrates client departmental domain knowledge to ensure delivery of fit-for-purpose solutions and deduce value-add services and new opportunities that can be offered to existing customers;
• Attends departmental meetings and convened divisional meetings to provide feedback and obtains suggestion on monthly basis and when need arises;
• Prepare divisions monthly reports;
• Adopts a culture of enhancing risk and risk management awareness among staff that emphasises and demonstrates the importance of internal control systems and compliance;
• Responds to all internal audit reports, Central bank inspection reports, and external audit management letter by implementing the recommendations agreed to in the timeframe set;
• Develops annual CSC plans, prepares and monitors the budget to support the plans;
• Manages CSC personnel through the development of annual performance contracts, implement the performance management system (PMS) and ensure high level of discipline;
• Determines training and development requirements of the CSC staff.
EDUCATIONAL REQUIREMENTS
• Degree in Business related field. Post graduate qualification will be an added advantage;
• Knowledge of general banking practices, processes and procedures;
• Experience in Customer Service is an added advantage;
• At least three (3) years’ experience in financial management;
• Numerical skills and financial acumen to interpret and evaluate financial statements, balance sheets, ratios and cash flow cycles;
GENERAL KNOWLEDGE, SKILLS AND ABILITIES
• Customer centric approach;
• Written and Oral Communication across the board;
• Ability to promptly follow up on issues and understand the impact on service and customer;
• Strong leadership and team building capabilities;
• Capacity and performance management knowledge and skill and ability to estimate, plan, assign and monitor work;
• Quality assurance knowledge and skill;
• Continuous improvement knowledge and skill;
• Continued learning and/or professional development knowledge and skill;
• Service management knowledge and skill;
• Business relationship management knowledge and skill and excellent customer service skills;
• Attention to detail;
• Industrious with minimal supervision
• Banking experience knowledge of banking best practices.
How to Apply
Applications (including names of three referees) accompanied by certified copies of relevant certificates should be emailed to [email protected]/ or to [email protected] or hand delivered to:
Human Resources Department
Lesotho PostBank
Mafike House, 1st Floor
Maseru Lesotho
The closing date for submission of applications is 18th December 2020.
DISCLAIMER: ONLY SUCCESSFUL CANDIDATES WILL BE CONTACTED