Service Assurance Associate at I&M Bank

Purpose:

• The jobholder will be responsible to provide oversight to the stakeholder engagement process through continuous service improvement sessions with internal, external, and subsidiary stakeholders in all critical areas of service management. The jobholder will also be responsible for defining reporting standards and KPIs for measuring service quality across the Group.

Primary Responsibilities:

• Review/define performance standards for ICT vendors and service desk SOP in line with Business objectives and customer expectations.
• Analyze the quality of service rendered to internal customers and refine service delivery for continuous improvement.
• Act as the point of contact on customer-facing complaints/issues.
• Manage communication with stakeholders on downtimes and service interruptions.
• Conduct soft training for customers on process gaps and improvements.
• Perform request analysis and report on performance for subsidiaries.
• Responsible for identifying potential risks and uptime in service delivery and recommending improvements.
• Conduct trainings and awareness knowledge & ITSM skills transfer to internal customers.
• Responsible for ensuring the supplier database is updated with all the relevant information.
• Responsible for SLA review for ICT contracts and recommendations that align with customer expectations.

Person Specifications:

• Bachelors Degree in IT a related field.
• At least 3 year's relevant experience.
• Strong communication and interpersonal skills.
• Ability to analyze complex data points & identify patterns/trends.
• Demonstrated ability in stakeholder management.