The ideal candidate will have 10+ years of management experience and have significant expertise in technology and/or financial services. The role involves overseeing support and operations across SA, UK, and Europe, ensuring smooth systems monitoring, effective escalation processes, payment operations, and internal/external stakeholder engagements.
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.
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 standards of ethical, moral and professional conduct.
BUILD TEAM AND PEOPLE CAPABILITIES THROUGH:
- Establishing exceptional working relationships based on trust, loyalty, dependability and skill; earning respect from colleagues and stakeholders.
- Leading by example, being approachable, assisting team members, and setting clear direction.
- Taking a genuine interest in developing junior employees and fostering a positive, service-oriented culture.
- Highly committed to company goals and communicating them clearly and compellingly.
- Being vocal and opinionated with respect to decisions that impact customers, securing positive outcomes.
- Embracing a ‘change agent’ mentality, challenging the status quo for better results.
- Committed to personal growth, taking self-directed steps to develop skills and experience.
- Providing ongoing coaching and feedback, managing team performance, and supporting career development conversations with direct reports.
- Hiring and retaining high performers through active management of change and role-modeling behaviours that align with company culture and values.
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