Description:
CL CTS Customer Service is seeking applications for the role of Team Manager – Customer Service Experience Manager
Reporting to the Head of Customer Services – the successful candidate will set the strategic direction on Service Experience Management
Key Accountabilities
- Build & mature service management office services and capabilities
- Develop Service Management Process Design & Architecture. E.g Problem Management
- Standardise continual service improvement practices and enablement
- Develop & standardise reporting frameworks, methods, practices. Broad service communications support. Coordinate SLA’s
- Improve operational management systems, processes, and best practices within the service division
- Develop, manage and maintain Service management roadmap for development and establishment of enterprise service management capabilities leading to improved SLA performance & establishment of OLA’s & KPI’s across the business
- Enhance Risk Management
- Manage the daily running of the Service Management Team
- Collaborate with management to establish frameworks for improved process design and service
- Maintain IT Services Catalogue that accurately and clearly describes services and capabilities in a transparent way to Business Units.
- Manage all aspects of Complaint Handling