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Cellulant is a digital payments business. We run an ecosystem of consumers, merchants and banks in which we facilitate payments and build value through the value-added services we layer on top. In building this ecosystem we serve different types of customers with different products, in a range that includes mobile banking products, mobile credit products, US...
The Service Assurance Manager will deliver an end to end view of service performance and customer experience across Cellulant services. Delivered through the agreement of service levels with customers, ensuring compliance and communicating performance to key stakeholders (internal and external). The role will instigate, develop and implement Service Improvement activity in the event of underperformance or in line with changing business requirements.
The service assurance manager is the single point of contact for escalation for service issues and they are responsible for follow through to resolution of end-user incidences. S/He will also be responsible for timely detection, resolution, escalation and communication as well as applying a problem management practice to mitigate against future recurrence. This includes follow-up and validation of service improvement mechanisms. The position holder is also responsible for the maintenance of a catalogue of all services provided to customers as well as reporting the status of the quality of service for each.
Reports To: Group Head of Service Assurance.
Responsibilities
Service management
Customer engagement
Reporting
Knowledge Management
Qualifications
Key Performance Indicators
Send your resume to jobs@cellulant.com as soon as you read this. Only shortlisted candidates will be contacted.
Candidates should please use the job positions as the subject of the mail
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