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Assistant Manager - FSS Service Delivery

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Finance
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Corporate Functions
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210003JI Requisition #

Job Purpose

  • To monitor performance of FSS in line with the SLAs and Financial policies. To identify improvement opportunities and to assist in its implementation 

Essential Roles and Responsibilities

 

Functional Roles and Responsibilities

 

  • Support the LM in driving continuous improvement and greater efficiency in the service offering of FSS to the businesses
  • Identify opportunities for continuous improvement in both processes and systems through analysis of performance measurement data and new systems offerings
  • Support in monitoring and tracking service delivery issues raised by customers segregating the same between those serviced/ resolved/closed by FSS and those remaining un-serviced/unresolved/open as at month / period end.
  • Continuously monitor FSS processes and determine if they are aligned with the business requirements.
  • Effectively monitor, control and support service delivery; ensure systems, methodologies and procedures are followed as designed.
  • Document, track and escalate issues relating to non- compliance with developed policies & procedures and Service Level Agreements.
  • Audit transactional processes on a sample basis for compliance with established standards.
  • Prepare, analyze and report on performance measurement data captured by FSS teams in the FSS supporting systems including Service Delivery Reports.
  • Conduct Service Delivery Meetings with customer representatives covering performance, service improvements, quality and processes
  • Implement and facilitate Service Delivery workshops and training courses for FSS staff as and when required.
  • Undertake internal / external benchmarking of various processes.
  • Oversee the Document Control office and ensure compliance with agreed SLAs and Financial policies
  • Monitor performance of FSS systems to ensure effective and efficient functioning and make recommendations for improvements
  • Review business systems development requirements and ensure Group wide policies are met with all proposed developments.
  • Guide and motivate subordinates to enhance performance and produce quality work, and ensure that they are continuously developed for higher level roles.
  • Assist in Ad Hoc requirements arising from audits / investigations required by Senior Management

Job Requirements

Education/Certification and Continued Education

 

  • Finance Degree with a specialization in Business Administration
  • Quality Management certification

Years of Experience

  • Minimum 8 years relevant experience

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