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South Africa

Group Service Excellence & Analytics Manager

Company Letshego Holdings Limited
Reference # Group Service Excellence & Analytics Manager
Published 17/11/2021
Contract Type Permanent
Salary Market Related
Location Gaborone, South East, Botswana
Introduction
To improve the quality of services to the customers, including quantifying the financial benefits in reduced incidents, outages, management and governance of SLA’s.
Job Functions Advisory,Analysis,Analytics,Data Capturing,Data Management,Design
Industries Financial Services
Specification
Ensure effectiveness and efficiency of Service Level Management process.
Ensure that the customer’s current and future Service requirements are identified, understood and documented in SLAs
Negotiate 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
Improve initiatives identified in service reviews are acted on and progress reports are provided to customer.
Perform gap analysis to highlight breaches of SLA targets, investigating reasons and recommending actions to prevent their recurrence.
Ensure that Service Performance Reviews and any other required actions are regularly performed.
Improve the effectiveness and quality of Shared Services business processes
Develop and manage the deployment of analytics tools that would translate data to key insights and standardized reports and dashboards
Develop and shares automated reports with the team key insights on a monthly/quarterly basis to increase fact-based decision making
Develop domain knowledge and expertise in datasets and analytical methods used in the industry
Requirements
•At least a Business related Bachelor’s Degree
•Minimum of 10 years working experience with proven track record of commercial success
•Experience in Service domains, including service strategy, service design, service transition, operations support and continuous improvement
•Background in identifying and implementing service improvements
•Proven track record within an International financial services group
•Proven experience in translating large datasets and relational databases into actionable business insights/strategies
•Experience in developing digital tools for data collection from clients
•Experience in creating automated customer insights and reports
•In depth knowledge of service management processes and procedures
•Deep knowledge of data analytics and visualization tools i.e. SAS, R, Python, SQL, Tableau and the ability to translate data into insight
•Knowledge and use of analytics dashboard solutions and recognising opportunities for improvement and building their business case
•Understanding of resourcing / workforce analytics
•Understanding of Operation Risk Management
•In depth knowledge of banking products and service standards
•Expert knowledge in Financial Accounting
•Excellent Communication skills – ability to communicate issues and solutions clearly and concisely
•Ability to translate the business requirements provided by the subsidiaries into service level requests for the service providers
•Ability to work with shared leadership and in cross-functional teams
•Excellent analytical and conceptual thinking skills
•Excellent data analysis skills
•Inquisitive and service-oriented attitude
•Ability to interact effectively at all levels and across all functions both within the Group and externally
•Team player at senior team level and able to contribute widely to the business agenda
•Decision making: able to take appropriate decisions within delegated authority levels
•Excellent negotiation skills

Job Closing Date 26/11/2021
   
   
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Last Updated: 30-6-2021 [21.06.02.21]
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