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Customer Support Senior Manager

4.00 to 6.00 Years   Chennai   30 Jul, 2019
Standard Chartered Bank Ltd
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryEducation / Training
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

  • Owner of the Incident and Inc. Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
  • Develop and support strong working relationships between the project team and key stakeholder(s) to ensure all key objectives, dates, risks and issues are well understood and proactively managed.
  • Produce all engagement management documentation and reporting with quality and on time.
  • Plan, schedule, budget, monitor, evaluate and direct projects to ensure a complete business solution is successfully delivered within the agreed engagement parameters.
  • Able to adapt and prioritise effectively by understanding scheduling impacts.
  • Manage all risks and issue and communicate all mitigation and contingency plans to engagement teams and stakeholders.
  • Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
  • Adept in Post-Incident Report, Managed Services SLA Reporting and Project Report Generation and Presentation with clients.
  • Adhere to Support Policies and Procedures, meeting service level agreements.
  • Maintaining a professional image and approach with customers and internally through strong written and verbal communication and presentation.
  • Manage customer expectations and ensure scope of work is maintained.
  • Driving the team to achieve organization goals.
  • Ensure KPI s are met asper the organizational standards
  • Maintain overall ownership of user s issue and service, ensuring that they received resolution with a reasonable time frame.
  • Be more proactive & liaise with various domains to ensure SD gets advance information on the various initiatives/ rollouts planned.
  • Maintain the operational issues.
  • Will be point of contact for major incident management calls and give periodic updates to management and team.
Apply now to join the Bank for those with big career ambitions.,

Keyskills :
financesalesaccountancyqualityofserviceincidentmanagementenvironmentalimpactassessmentservicelevelmanagedservicesbusinesssolutionincidentmanagementserviceimprovementreptgeneration

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