Team Lead- Enterprise Service Management

Core Functions

• Lead the Enterprise Service Management team in delivering exceptional customer experiences for the internal and external customers of NCBFG
• Day-to-day support of the team in their role of ensuring that all new service request /complaint received centrally (via agreed portal) are assigned for investigation and response by the relevant Service Officer within Service Level Agreement (SLA).
• Build and maintain relationships with all business divisions to ensure that delivered services and end-user productivity goals are understood and exceeded.
• Stay abreast of trends in enterprise service delivery and support operations, technologies, policies, procedures and other external changes that could have an impact on service delivery.
• Liaise with Customer Excellence team to develop reporting and dashboard criteria based on SLA and best practice for complaint handling across the Enterprise.
• Establish and improve customer experience procedures & guidance for the unit, ensuring full implementation of the customer experience support strategies across Enterprise Operations.
• Liaise with internal teams to create war rooms, technical sessions to analyze cause and solution of investigated items