Digital Channels Service Leadership Position
2 weeks ago
We are seeking an experienced Digital Channels Service Manager to lead our digital self-service environment. This position will be responsible for ensuring optimal system availability, integrity, and world-class customer experience.
Key Responsibilities:- Service Excellence: Coordinate maintenance and optimize channel availability to ensure customers consistently receive top-tier service through our self-service channels.
- Stakeholder Management: Collaborate closely with internal teams and external partners to manage service levels, service restoration, and incident resolution.
- System Management: Oversee the Digital Channels environment, adhering to Service Level Agreements (SLAs), monitoring system capacity, and ensuring Business Continuity and Disaster Recovery plans are in place.
- Team Leadership: Inspire and lead a high-performing team, managing recruitment, training, and performance appraisals to maintain a skilled, motivated workforce.
- Project Leadership: Drive the planning, implementation, and tracking of digital channel projects, including overseeing User Acceptance Testing (UAT) and ensuring seamless functionality.
- Continuous Improvement: Incorporate customer feedback and best practices to enhance service levels, systems, and processes.
- Education: 3-year degree in Business Management, Project Management, or Information Technology, or equivalent.
- Experience: 5-7 years in Customer Experience, Service Management, IT, Business Analysis, or Project Management, with a minimum of 2 years in Financial Services/Banking and Digital Channels support.
We offer a dynamic work environment that fosters growth and development. As a Digital Channels Service Manager, you will have the opportunity to make a significant impact on our digital services and contribute to delivering exceptional customer experiences.
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