Service Management Manager
Service Management Manager (Mgr/AVP rank) for
Group Operations & Technology - Quality & Service Management
Roles and Responsibilities:
The incumbent will assist in managing the service management activities of the Division and will also be required to lead and facilitate Divisional process improvement projects, where training for Green belt certification will be provided, if required.
- Develop and continually improve the O&T Service Management framework and streamline service measurement data capturing and reporting processes and reports
- Upkeep and maintain the global Service Management dashboards in Singapore & Malaysia with up-to-date data
- Monitor and review IT incidents and Ops service delivery failures via Loss Event, Defects, Complaints and SLA reports and track for resolution
- Develop and share case studies of complaints and service delivery failures with O&T teams for learning and improvement
- Prepare charts and reports for Quality Council meetings and service reviews with O&T management and BUs
- Act as alternate Division Customer Action (DCA) Unit officer, with the following key responsibilities:
- - Consolidate monthly complaint data for submission to Bank Customer Action Unit (BCA) by 10th of each month
- - Analyse data, highlight outstanding complaints and report consolidated complaints information and analysis to Customer Action Council (CAC) on a monthly basis
- - Track and monitor resolution of complaints for cycle-time adherence
- - Review trends and root causes and ensure preventions
- - Coordinate training relating to complaint management
- Coordinate and manage the SLA reviews and negotiations with BUs for both Operations and Technology
- Lead and facilitate departmental and cross-departmental process improvement projects using Six Sigma DMAIC methodology with Lean concepts.
Reporting to :
- Head Quality & Service Management
Requirements :
- Possess a broad-based knowledge of the Operations function and processes
- Possess Drive & Passion for quality and service excellence
- Have a strong foundation in data gathering, processing, management and presentation
- Able to understand issues and propose viable solutions quickly
- Able to handle complaints and difficult situations effectively
- Excellent working knowledge of Excel and Powerpoint is essential
- Strong interpersonal, communication, analytical and problem-solving skills
- Have the ability to multi-task, work independently and also as a team player
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