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Senior Manager ServiceManagement

Job Ref
Job Type
Employer Type
Date Added 20 Aug 2018
Expiry Date 17 Sep 2018
* There have been 4 applications to this job.
* This job has been viewed 2131 times.

South Africa



Role details:
Responsible for thecoordination of Fulfilment for all Wholesale products and services...
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Responsible forthe coordination of Fulfilment for all Wholesale products and services. Effectively coordinate andall resources across the value chain to provide world class services to all Wholesale clients,through planning, leadership, coordination, measurement and control. Service Management isaccountable to enhance client experiences, relationships and communication through appropriatelydesigned virtual and physical interfaces. The core purpose is to deliver Great Customer Experiencethrough a seamless operational support interface. Strategy Implementation• Contribute to the development of the Business Plan and responsible for the implementation of theplan • Compile implementation strategy and action plans for Openserve• Design operational plan for environment• Set targets & goals for environment• Effectively plan, lead, coordinate, measure and control resources across the Fulfilmentmanagement value chain to ensure client satisfactionFunctional Excellence• Provide high level Fulfilment support and coordination.• Revenue protection through support to Wholesale Sales and Wholesale Product Management• Responsible to inform, consult and escalate high impact business deviations impacting on clientsatisfaction.• Establish profitable business relationships with newly acquisitioned Wholesale clients.• Enhance relationships with existing Wholesale clients.• Coordinate service delivery through all relevant value chain stakeholders by building andmanaging internal and external customer relationships• Manage a professional and personalised point of contact interface between Openserve and itsclient base.• Set and manage performance of section• Define operational procedures to acceptable standards and to ensure effective implementation• Compile and implement a human capital plan.• Provide appropriate training and development initiatives• Ensure absolute integrity and apply governance procedures and policies• Responsible for implementation of change initiatives• Ensure sound financial management; budget compilation and monitoring expenditure/ incomeTeam management• Responsible for effective management of the team• Establish conducive work environment• Motivate, lead, guide and mentor staff• Provide team leadership by providing targets and measures for productivity and enhanced revenuegeneration.• Enable employee satisfaction measures.• Establish an enabling work environment and culture for optimum staff performance