Manager, Operations, OneTPRM Service Delivery

1 week ago

Umsobomvu Local Municipality, South Africa Standard Chartered Full time

Job Summary This role is to support the IGA team to support the transition to the new platform; TPRM. This role ensures seamless operations by coordinating cross-functional support, monitoring service delivery performance, resolving issues promptly, and implementing process improvements. The Manager will also be responsible for knowledge management, team development, and driving operational efficiency. Key Responsibilities Lead and manage the Operations Support team, ensuring effective handling of queries, escalations, and support activities. Serve as the primary escalation point for operational and service delivery issues, providing quick resolution and minimizing business disruptions. Coordinate with internal teams (Operations, IT, Compliance, Vendor Management) to resolve cross-departmental issues. Oversee preparation of operational reports, dashboards, and performance metrics to track service quality and efficiency. Identify process gaps and drive continuous improvement initiatives to enhance operational effectiveness. Manage and maintain knowledge repositories, standard operating procedures (SOPs), and process documentation. Provide guidance, coaching, and training to team members to ensure high-quality support delivery. Ensure compliance with regulatory requirements, internal policies, and industry best practices. Support change management initiatives, system migrations, and process enhancements. Foster strong stakeholder relationships, ensuring service-level commitments are met and exceeded. Problem-Solving &Decision-Making: Analytical and resourceful, with a focus on solutions. Communication: Excellent verbal and written communication skills for effective stakeholder engagement. Operations Knowledge: In-depth understanding of operational workflows, service delivery, and query management. Project & Process Management: Skilled in streamlining operations and implementing process improvements. Technical Skills: Proficiency in MS Office Suite, reporting tools, ticketing systems, and knowledge management platforms. Stakeholder Management: Strong ability to collaborate with internal and external teams. Adaptability: Ability to work in a fast-paced, high-volume environment while managing competing priorities. Attention to Detail: Strong organizational skills with a focus on accuracy and quality. Skills and Experience Operational Process Management Service Delivery & Support Risk & Compliance Managementand/or related queries Technology and Systems Vendor Management Stakeholder and Communication Management About Standard Chartered We're an international

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    1 week ago

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