Assistant Manager

Responsibilities:
• Develop quality objectives to drive 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
• Monitor and track service delivery issues raised by customers
• 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
• Review business systems development requirements and ensure Group wide policies are met with all proposed developments