Production Support Manager

4 months ago


Johannesburg, South Africa FirstRand Full time

Job Description

To have system changes suggested by the various business units and segments are evaluated and implemented as directed
- Collaborate closely with relevant business units and product houses as per strategy to identify revenue opportunities
- Drive opportunities for revenue growth and cost reduction such as adoption of digital and other self service options across client base
- Ensure full understanding of customer needs to deliver a quality service
- Ensure customer service solutions are aligned to the business operational plan; Organisational values and service standards
- Communicate how customer service solution will be implemented and secures buy-in
- Ensure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service options
- Ensure resolution of customer queries and complaints timeously and ownership of issues
- Analyse customer feedback to help improve customer service
- Propose ideas to improve customer service Investigate new ways to optimise processes
- Flag opportunities to migrate to platform and supports the use of technology in process and system improvements
- Draw on knowledge and experience to identify and develop solutions that lead to improved service delivery and quality
- Execute own work in accordance with the organisational values and code of ethics
- Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution
- Identify and escalate risk as normal part of work
- Assess own performance against competencies and skills required delivery Identify development needs and select effective solutions to address own development need
- Prepare a personal development plan with management to implement and review as required
- Monitor own progress against development plan and measure impact of results

Qualifications and skills
- Relevant Degree in Information Technology/ Computer Science
- Understanding core mainframe system. E.g Hogan
- Understanding of online systems i.e online, app and AoP.
- Ability to unpack system defects
- Ability to lead team of production support specialists (Core)
- Good understanding of access management
- Ability to run and code scripts on VBA and python

Job Details

Application Closing Date

28/08/24


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