Head of Service Delivery
Consultant Mavis Filifana
Date posted 25 May 20183 Lower Road Johannesburg 2193 Robert Walters South Africa
My Client, based in Johannesburg and an innovative and diverse business responsible for business growth and which have a focused strategy on Financial Inclusion, Digital Banking and financial literacy is looking for a Head of Service Delivery.
As the Head of Service Delivery, you will report to the Chief Operating Officer. You will lead a team and work in close partnership with Leaders within the Group and the broader Group to drive outstanding execution, critical to the success of the business strategy.
- Develop, implement and manage operational systems, processes and policies which are consistent with the innovative nature of banking services
- Ensure there is a culture of continuous improvement of the service delivery function
- Analyse and interpret trends and volumes to ensure optimised capacity for effective and dynamic service delivery
- Use data and analytics to build and provide personalized and customized service solutions for customers
- Use data and analytics to identify and escalate systems issues affecting customer experiences
- Ensure that the division is aware of and complaint with relevant legislations and regulations, as well as changes thereto
- Minimum of 8+ years as a service manager in a financial institution or service company
- Minimum of 5+ years in a senior leadership role
- Relevant BCom or BSc qualifications
- Good working knowledge of world-class client service and operations in financial services
- Excellent customer servicing skill (both internal and external)
- Communication, stakeholder engagement and influencing skills
- Understanding of the digital landscape and the benefits technology can bring to provide customer centred solutions
- Knowledge and practicable experience of performance management, budgeting, workforce planning
- Advantageous payment operations in financial services
- Strong financial acumen
If you are a dynamic individual who wants to be on the forefront of digital banking as the Head of Service Delivery and you meet all the minimum requirements, then please apply on line.