Service Manager - First National Bank

The Service Manager at the First National Bank is responsible for activities associated with the identification prioritisation and resolution of reported problems.

responsibilities

• Drive significant growth and profitability in the context of cost management.
• Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions.
• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members.
• Achieve Retention by managing the service breakdown activities as listed in the Service Operations Plan.
• Resolve all customer queries efficiently, and within agreed timelines.
• Prepare business communication that is of a professional standard.
• Perform Internal Root Cause Analysis to present the Internal Root Cause Analysis to the relevant stakeholders and facilitate process to design and implement appropriate solutions to remedy the situation.

• Comply with governance in terms of legislative and audit requirements.
• Draft and implement frameworks, methodologies, guidelines and procedures to support Root cause analysis as a discipline in the business.
• Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data.
• Manage own development to increase own competencies.
• Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies.

additional requirements

“Ghanaian applicants preferred”

experience and qualifications

• Appropriate technical qualification.
• 5-6 Years experience.