Service Support Manager
AppZone
Lekki Phase 1, Lagos, Nigeria
1d ago

Job Information

Job Opening ID 68 Title Service Support Specialist Industry Operations Work Experience 5 Years City Lagos State / Province Lagos, Nigeria Zip / Postal Code 01234

Job Description

  • Oversight and supervision of Helpdesk team, Backoffice Ops team, and Relationship Management Teams
  • Formulation of Unit policies and standard operating processes in line with company strategy and business goals.
  • Co-ordination of the Unit’s team effort to implement and adhere to defined standard operating processes.
  • Monitor the performance of the divisions and prepare adequate feedback
  • Liaise closely with management and communicate any issues that arise from day to day operations
  • Support other stakeholders regarding OpCo products and functions, including solution application setup, administration, and maintenance
  • Complete all assigned projects within agreed timeframes and within agreed budget targets
  • Tracks and communicates plan and progress updates. Resolves and escalates, as appropriate
  • Lead in drafting of procedures for Helpdesk, Backoffice Ops, and Relationship Management functions
  • Assist in software requirements definition, reporting, and monitoring features and functions
  • Communicate and coordinate customer and operational issues with product development software team
  • Identify regulatory compliance and legal issues and escalate for resolution as appropriate
  • Analyze and resolve escalated problems and identify recurring issues.
  • Managing Service Levels :

  • Ensure complete and accurate definition, documentation, and communication of level agreements (SLA & OLA) for all customers. internal and external
  • Ensure all defined level agreements are updated, duly signed, and stored for retrieval
  • Monitor adherence to turn around time on issue resolution based on Service Level Agreements.
  • Analyze data to identify areas for improvement in agreed service levels and facilitate proactive solutions
  • Develop, manage, measure, and report on agreed key service-level metrics, including but not limited to average response time, first-contact resolution rate, and customer satisfaction rate.
  • Quality Standards Management :

  • Define, integrate, monitor, and ensure compliance with Standards, Communication Standards (email, telephony, chat, face, documentation), Knowledge Standards, Process - Educate the team on the standards for customer interaction and customer service- phone calls and emails - Document internal standards, processes, procedures, quality reports, statistical reviews, and other quality assurance activities - Perform periodic quality review sessions to ensure compliance with defined standards.
  • Review standards and processes with the arm of streamlining service delivery and improving customer satisfaction
  • Quality Improvement : Proactively review processes / workflow to identify bottlenecks and make recommendation to improve efficiency
  • Requirements

  • BSc in Computer Science, or any other related field.
  • At least 5 years related work experience in Fintech, software company, Banking, IT Infrastructure etc.
  • Candidate must have worked in capacity of Customer Service / Support Lead.
  • ITIL certification is an added advantage.
  • Candidate should have a good knowledge of software, Payment, IT Infrastructure, banking, and Cloud Computing.
  • Strong capabilities in customer service orientation, stakeholder management and product domain knowledge.
  • Candidate must be highly proficient in problem solving, analytical thinking, ambitious and have a great drive to succeed.
  • Candidate must have strong attention to detail, great communication skills and works well in a team.
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