Description BankservAfrica form part of the South African National Payments System and are a trusted partner of the financial industry, including banking institutions, and therefore require that employees adhere to unwavering standards of honesty and transparency in performing their duties. PURPOSE This role is responsible for supporting a suite of products and services within the product portfolio. The service manager is ultimately responsible for the ownership of customer issues and is required to follow problems through to resolution. This role will be required to support the service department for product. Product service management will be required to ensure proactive monitoring of product performance through management of product service requests. Actively mitigate product risk and expedite query or product defect requirements with IT, Product Servicing and processing. The Service manager will support product to ensure queries are resolved within product SLA. The specific activities under the Service Management role include (not limited to): - Product Service Management - Product Servicing Co-ordination - Product Service request resolution - Customer Engagement You will engage with the following stakeholders: Key stakeholders the Product Manager will engage with are: - Internal stakeholders: o Product Lifecycle Management (PLM) o Customer Lifecycle Management (CLM) o Business Support o Product Architecture o IT delivery teams o Incident management teams o Problem management teams o Risk management o Shared Services stakeholders o Scheme (PayShap and TCIB) - External Customers Key responsibilities include: Finance: •Financial Management: Demonstrate cost awareness and control and provide input into the PLM budget to support the service area. Manage billing and customer billing processes to ensure accurate and timely billing. Stakeholders: • Stakeholder Engagement: Manage and maintain good stakeholder relationships, ensuring the team delivers on internal and external stakeholder requirements and SLAs. Deliver and manage high-standard communications across customers and IT to ensure problems are prioritized and customer needs are met. Provide regular communications to customers across the organization, represent the customer view within all IT teams, attend customer meetings, understand customer needs, and manage timing and expectations on a case-by-case basis against customer SLAs. Manage escalations of incidents and queries to resolution. Delivery of Business Processes / Projects: • Strategic Alignment: Develop a detailed service strategy for the product suite, including gap/needs identification, risks, and opportunities, and manage accordingly. Collaborate with BankservAfrica departments and Product Managers to optimize service delivery. Ensure products perform within agreed SLAs to ensure revenue retention and protection. Provide support with the implementation of projects in the capacity of Project Owner/Sponsor/Support. Initiative/Projects for Continuous Improvement: • Identify and scope opportunities for improvement and innovation. Deploy client or company-specific projects in line with company standards and in agreement with the line manager, where required. Understand customer trends, escalate threats and opportunities through the relevant internal channels. Service Management: • Timeously report incidents identified post-production and communicate and manage until resolved. Collaborate with Change Management processes to ensure resolutions are successfully implemented. Coordinate with internal IT teams in the identification of major incidents; manage major incidents to ensure they are diagnosed and escalated to appropriate and consistent quality standards. Interface with Service Desk, IT support staff, and customers to ensure accurate and appropriate communications during major incidents. Ensure the team stays abreast of all new customer information, including contacts, SLAs, manuals, and any relevant documentation before a new customer goes live. Control resources and utilize assets to achieve quality and measurable targets. E Ensure that the relevant systems and sufficient staff are in place to support the PLM area. Manage the lifecycle of customer queries, incidents, escalations, and requests from reporting, allocation, resolution, and closure. Ensure call resolution and closure in accordance with the relevant customer SLA. Drive required support from internal stakeholders against any internal Operational Level Agreement to achieve desired customer SLA resolution. Manage any exceptions and escalations through to completion and closure. Ensure the service team remains continually up to date on required customer SLAs and internal OLAs. Reporting: • Manage the automated, system-generated customer report process. Ensure the accuracy of reporting information. Ensure timely delivery of any required/requested reports. Keep accurate records and document customer service actions and discussions. Provide monthly reporting of service queries, turnaround times, and breaches of SLA. Compliance and Risk: • Compliance and Risk Management: Ensure the service management area follows relevant procedures and delivers within documented SLAs. Ensure compliance with relevant policies and procedures, regulation, and legislation. Ensure risks are raised, escalated, and reported on immediately. Ensure compliance with product and industry disaster recovery requirements. Ensure that the Service Desk has an updated processes and procedures document in place. People: • Skills Transfer and Support: Manage employees through the employee lifecycle, including recruitment, performance and reward. Build a high-performance team through regular individual and team engagement sessions. Coach and develop team members to ensure talent retention. Assist team members to ensure understanding of required deliverables and stay abreast of technical skills. QUALIFICATIONS / KNOWLEDGE - Relevant Tertiary education BComm/ degree/diploma/certification - Required computer literacy levels - MS Office suite EXPERIENCE - 7 – 10 years’ experience in Service Delivery / Client Management - Experience in the National Payment System of South Africa (Advantageous) - BankservAfrica Payment and Product knowledge - Other experience: Client and Relationship Management - Management experience