Digital Channels Service Manager

Recruiter:

Energy At Work

Job Ref:

JHB000236/LM

Date posted:

Tuesday, November 12, 2024

Location:

Johannesburg, South Africa

SUMMARY:
Digital Channels Service Manager

POSITION INFO:
re you passionate about driving exceptional digital service delivery? We're looking for an experienced Digital Channels Service Manager to lead our digital self-service environment, ensuring optimal system availability, integrity, and world-class customer experience.

Key Responsibilities:

Service Excellence: Ensure customers consistently receive top-tier service through our self-service channels by coordinating maintenance and optimizing channel availability.
Stakeholder Management: Collaborate closely with internal teams and external partners to manage service levels, service restoration, and incident resolution.
System Management: Oversee the Digital Channels environment, adhering to Service Level Agreements (SLAs), monitoring system capacity, and ensuring Business Continuity and Disaster Recovery plans are in place.
Team Leadership: Inspire and lead a high-performing team. Manage recruitment, training, and performance appraisals to maintain a skilled, motivated workforce.
Project Leadership: Drive the planning, implementation, and tracking of digital channel projects, including overseeing User Acceptance Testing (UAT) and ensuring seamless functionality.
Continuous Improvement: Incorporate customer feedback and best practices to enhance service levels, systems, and processes.

Qualifications:

Education: 3-year degree in Business Management, Project Management, or Information Technology, or equivalent.
Experience: 5-7 years in Customer Experience, Service Management, IT, Business Analysis, or Project Management, with a minimum of 2 years in Financial Services/Banking and Digital Channels support.

What You’ll Bring:

A deep understanding of digital banking channels, systems, and architecture.
Proven track record in managing service levels and enhancing customer experience.
Strong leadership, communication, and analytical skills.

If you're ready to make a difference in the digital banking landscape and help us deliver an outstanding experience to our customers, apply today!

If you do not hear from us within two weeks, please consider your application unsuccessful.

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