Service Support Manager
AppZone
Lekki Phase 1, Lagos, Nigeria
4d 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

AppZone is Africa’s leading provider of home-grown financial technology solutions. We expand the scope and competitiveness of financial institutions by delivering disruptive innovation on agile technology using best practices.

We recognize that our super-talented and highly motivated people are at the core of our unprecedented success so far. As such,we hire people with exceptional talentsandabilities,then create an environment where you can become the best version of yourself and thrive both professionally and personally.

Your contributions have the potential to impact millions of people across Africa as we work together to provide technology that empowers people with unlimited access to financial services.

In this role, As the Service Support Manager, some responsibilities include : · 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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