Digital Service Operations Manager

3 weeks ago


Johannesburg, Gauteng, South Africa Energy At Work Full time
Job Description

We are seeking an experienced Digital Service Operations Manager to join our team at Energy At Work. The successful candidate will be responsible for leading the digital service environment, ensuring system availability, operational integrity, and exceptional customer service delivery.

The ideal candidate will have a strong background in customer experience, service management, IT, business analysis, or project management, with a minimum of 5-7 years of experience. Additionally, they should have hands-on experience in digital banking channel support, systems, processes, and architecture, as well as proficiency in project management and digital systems.

The salary for this role is estimated to be around $120,000 - $150,000 per annum, depending on experience and qualifications.

Key Responsibilities
  • Service Management:
    • Monitor customer service levels and facilitate quick restoration of services when needed.
    • Coordinate resources and stakeholders to maintain optimal system availability and channel integrity.
    • Ensure service levels align with customer needs and exceed expectations.
  • People Management:
    • Lead, inspire, and manage a high-performing team.
    • Drive recruitment, development, and retention strategies to meet business needs.
    • Foster a culture of learning, collaboration, and continuous improvement.
  • Operational Efficiency:
    • Analyse and act on customer feedback to enhance service levels.
    • Manage work requests, incident reports, and system updates efficiently.
    • Ensure compliance with internet governance policies and organizational standards.
  • Customer Complaints & Query Management:
    • Investigate and resolve escalated customer complaints.
    • Deliver timely feedback and maintain high customer satisfaction on escalated queries.
  • Project Management & Support:
    • Collaborate with IT and business teams for effective capacity planning and system performance reviews.
    • Oversee implementation of service improvement initiatives and lead system enhancements projects.
  • Business Release Management:
    • Partner with business release teams to ensure seamless deployment of new features.
    • Provide technical insights and analyse the impact of changes on the data environment.
Qualifications and Experience
  • A 3-year degree in Business Management, Project Management, or an Information Technology-related field.
  • 5-7 years in Customer Experience, Service Management, IT, Business Analysis, or Project Management.
  • Minimum of 2 years in Financial Services/Banking.
  • Hands-on experience in Digital Banking channel support, systems, processes, and architecture.
Why Join Us?
  • Be part of a team committed to delivering world-class digital banking services.
  • Shape the future of customer experience in a dynamic and innovative environment.
  • Enjoy opportunities for growth and development in a leading financial institution.


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