To improve the quality of services to the customers, including quantifying the financial benefits in reduced incidents, outages, management and governance of SLA\u2019s.<\/p>\n
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Job Title: Group Service Excellence & Analytics Manager<\/strong> Job Summary:<\/strong> Requirements:<\/strong>
\nLocation:<\/strong> Gaborone, South East, Botswana
\nReference #<\/strong>: Group Service Excellence & Analytics Manager
\nContract Type:<\/strong> Permanent
\nSalary:<\/strong> Market Related<\/p>\n
\nEnsure effectiveness and efficiency of Service Level Management process.
\nEnsure that the customer\u2019s current and future Service requirements are identified, understood and documented in SLAs
\nNegotiate and agree on the levels of Service to be delivered with the customer (either internal or external); formally documenting these levels of Service in SLAs
\nImprove initiatives identified in service reviews are acted on and progress reports are provided to customer.
\nPerform gap analysis to highlight breaches of SLA targets, investigating reasons and recommending actions to prevent their recurrence.
\nEnsure that Service Performance Reviews and any other required actions are regularly performed.
\nImprove the effectiveness and quality of Shared Services business processes
\nDevelop and manage the deployment of analytics tools that would translate data to key insights and standardized reports and dashboards
\nDevelop and shares automated reports with the team key insights on a monthly\/quarterly basis to increase fact-based decision making
\nDevelop domain knowledge and expertise in datasets and analytical methods used in the industry<\/p>\n
\n\u2022At least a Business related Bachelor\u2019s Degree
\n\u2022Minimum of 10 years working experience with proven track record of commercial success
\n\u2022Experience in Service domains, including service strategy, service design, service transition, operations support and continuous improvement
\n\u2022Background in identifying and implementing service improvements
\n\u2022Proven track record within an International financial services group
\n\u2022Proven experience in translating large datasets and relational databases into actionable business insights\/strategies
\n\u2022Experience in developing digital tools for data collection from clients
\n\u2022Experience in creating automated customer insights and reports
\n\u2022In depth knowledge of service management processes and procedures
\n\u2022Deep knowledge of data analytics and visualization tools i.e. SAS, R, Python, SQL, Tableau and the ability to translate data into insight
\n\u2022Knowledge and use of analytics dashboard solutions and recognising opportunities for improvement and building their business case
\n\u2022Understanding of resourcing \/ workforce analytics
\n\u2022Understanding of Operation Risk Management
\n\u2022In depth knowledge of banking products and service standards
\n\u2022Expert knowledge in Financial Accounting
\n\u2022Excellent Communication skills \u2013 ability to communicate issues and solutions clearly and concisely
\n\u2022Ability to translate the business requirements provided by the subsidiaries into service level requests for the service providers
\n\u2022Ability to work with shared leadership and in cross-functional teams
\n\u2022Excellent analytical and conceptual thinking skills
\n\u2022Excellent data analysis skills
\n\u2022Inquisitive and service-oriented attitude
\n\u2022Ability to interact effectively at all levels and across all functions both within the Group and externally
\n\u2022Team player at senior team level and able to contribute widely to the business agenda
\n\u2022Decision making: able to take appropriate decisions within delegated authority levels
\n\u2022Excellent negotiation skills<\/p>\n