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Service Assurance Manager

4 months ago

Western Cape, South Africa Flash Full time

**RESPONSIBILITIES**:
**B2B Service Assurance Management**:

- Lead and manage Service Assurance operations across SA, UK, and Europe, ensuring that SLAs and KPIs are consistently met.
- Drive client satisfaction by ensuring timely and effective resolution of issues.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Providing accurate and regular reports to the management on performance of the Service Assurance

Support & Systems Monitoring:

- Oversee 24/7 monitoring of systems, ensuring proactive identification and resolution of technical issues.
- Implement robust escalation processes to manage incidents efficiently and minimize downtime.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

**Payment Operations**:

- Ensure efficient processing of payment operations and query resolution processes.
- Manage and optimize payment workflows, ensuring compliance with regulatory standards.

Sales & Administration Support:

- Collaborate with sales and administrative teams to support smooth operations, from contract management to administrative oversight.
- Assist in the development of processes that streamline operational tasks and support business growth.

Team Leadership:

- Lead a multi-disciplinary team of managers and specialists, fostering a high-performance culture.
- Provide coaching and development opportunities to team members to enhance their skills and knowledge.

Stakeholder Management:

- Serve as the primary point of contact for key B2B clients and internal stakeholders across regions.
- Ensure transparent communication and collaboration between support teams, clients, and senior management.

**MINIMUM REQUIREMENTS**:

- 10+ years of management experience in Service Assurance within the technology or financial services industry.
- Minimum of 5 years’ experience in B2B Service Delivery environments
- Experience in systems monitoring, incident escalation, and/or payment operations will be highly beneficial
- Solid background in managing operations across multiple regions (SA, UK, Europe).
- Experience in delivering periodic management reports and regular meetings with key stakeholders

**TECHNICAL SKILLS**:

- Strong understanding of non-voice support systems (e.g., Freshdesk).
- Ability to create workflows, test, troubleshoot, and solve problems through data analysis.
- Extract and synthesize information from stakeholders to build processes.
- Ability to review and Draft incident reports and monthly management reports.

**BEHAVIOURAL SKILLS**:

- Solutions-oriented with a strong focus on problem-solving and analytical skills.
- Fosters a positive culture through open communication and feedback.
- Strong leadership, teamwork, and staff development abilities.
- Customer service-oriented
- Confidence and the ability to have a Holistic view
- Problem solving and the ability to understand and collate management information
- Focused and self-motivated approach to work as well as help staff work towards targets
- Promote high standard of ethical, moral and professional conduct

**BUILD TEAM AND PEOPLE CAPABILITIES THROUGH**:

- Establishing exceptional working relationships within Flash based on trust, loyalty, dependability and skill; and earns respect from colleagues and stakeholders.
- Leads by example, is approachable, assists team members, and sets clear direction.
- Takes a genuine interest in developing junior employees and fosters a positive, service-oriented culture.
- Highly committed to company goals and communicates them clearly and compellingly.
- Vocal and opinionated with respect to decisions that impact customers within their remit, securing positive outcomes. Speaks compellingly, and is influential
- Embraces a ‘change agent’ mentality, challenging the status quo for better results.
- Committed to personal growth, taking self-directed steps to develop skills and experience.
- Provide ongoing coaching and feedback, manage team performance, and support career development conversations with direct reports.
- Hire and retain high performers through active management of change and role-modelling behaviours that align with company culture and values.

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