Service Centre Manager

2 weeks ago

Milnerton, Western Cape, South Africa Collinson Full time
Collinson Group is a global leader in driving loyalty and engagement for many of the world's largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem.

The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.


The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.


We have more than 25 years' experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.


We have been bringing innovation to the market since inception - from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP.

Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include:
Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.


Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.


Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.


Purpose of the job

Reporting to the IT Operations Manager, The Service Desk Manager is responsible for delivering services through our service centre to all our customers, whilst ensuring that the highest service quality is maintained.

This role will focus on continuous improvement, taking ideas and improvement initiatives through from concept to implementation, including buy-in from the relevant teams and managers.

Leading a motivated and service centric service desk which also provides major incident
management when required, is a key outcome. This role will also have the responsibility for Transition sign-off/acceptance of any new or uplifted services.

Key Responsibilities

Team management
Overall accountability for the management of service desk team.
Build a team with a strong service ethic and proactive approach.
Drive a passion for service excellence through mentoring, empowering the team to excel through encouragement and support.
Encourage a mindset of continuous improvement throughout the service centre teams,

Work with supervisors to ensure that daily schedules and shifts are maximised in terms of number of calls and within the best commercial practise.

Lead, assist, coach, direct and develop the team and team leaders to drive consistency and continual improvements throughout the Service Centre.

Identify training needs and maintain records for all reportable staff, perform regular Gap analysis, organise and provide training to ensure all staff meet the required expectation to maintain continuity throughout the teams and tasks.


Governance
Accountable for overall performance of the service desk.
Establish key performance indicators in conjunction with the IT Service Operations Manager.
Implement KPI measurements and monitor and report on performance against KPIs.
Consistently meet targets on key performance measures set by the IT Service Operations Manager and provide feedback.

Quality Management
Input into qualitative standards setting, by which all service centre teams deliver services
and undertake regular quality reviews.
Work with Quality and Operations Managers to proactively focus on quality of service.
Managerial duties
Identify and recommend improvements to documented processes.
Act as the main point of contact for escalated customer complaints and consistently meet response time targets.
Review complaints and establish cause and effect, suggest and implement corrective actions
and communicate with Service Delivery Managers and Senior Leadership regarding trends.
Be the focal point for reactive operational and service escalations and manage accordingly.
Provide proactive escalation management.
Acceptance/Non-acceptance of any new or uplifted services into the service desk.
Proactively interface with the demand management process.
Manage costs against budget.

Knowledge, skills and experience required
3 years' experience in managing a Service Centre with demonstratable experience in IT
service delivery in a client-facing environment.
Experience in managing multiple teams and an understanding of how to work in a SIAM
model.
Highly customer service focused with excellent communication skills.
Excellent trouble-shooting and problem-solving skills.
Good commercia

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