Service Assurance Manager (Western Cape) at Flash Group

Description

• The ideal candidate will have 10+ years of management experience and have significant expertise in technology and/or financial services. The role involves overseeing support and operations across SA, UK, and Europe, ensuring smooth systems monitoring, effective escalation processes, payment operations, and internal/external stakeholder engagements.

RESPONSIBILITIES:

B2B Service Assurance Management:

• Lead and manage Service Assurance operations across SA, UK, and Europe, ensuring that SLAs and KPIs are consistently met.
• Drive client satisfaction by ensuring timely and effective resolution of issues.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Providing accurate and regular reports to the management on performance of the Service Assurance

Support & Systems Monitoring:

• Oversee 24/7 monitoring of systems, ensuring proactive identification and resolution of technical issues.
• Implement robust escalation processes to manage incidents efficiently and minimize downtime.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

Payment Operations:

• Ensure efficient processing of payment operations and query resolution processes.
• Manage and optimize payment workflows, ensuring compliance with regulatory standards.

Sales & Administration Support:

• Collaborate with sales and administrative teams to support smooth operations, from contract management to administrative oversight.
• Assist in the development of processes that streamline operational tasks and support business growth.

Team Leadership:

• Lead a multi-disciplinary team of managers and specialists, fostering a high-performance culture.
• Provide coaching and development opportunities to team members to enhance their skills and knowledge.

Stakeholder Management:

• Serve as the primary point of contact for key B2B clients and internal stakeholders across regions.
• Ensure transparent communication and collaboration between support teams, clients, and senior management.

Requirements

MINIMUM REQUIREMENTS:

• 10+ years of management experience in Service Assurance within the technology or financial services industry.
• Minimum of 5 years’ experience in B2B Service Delivery environments
• Experience in systems monitoring, incident escalation, and/or payment operations will be highly beneficial
• Solid background in managing operations across multiple regions (SA, UK, Europe).
• Experience in delivering periodic management reports and regular meetings with key stakeholders 

TECHNICAL SKILLS:

• Strong understanding of non-voice support systems (e.g., Freshdesk).
• Ability to create workflows, test, troubleshoot, and solve problems through data analysis.
• Extract and synthesize information from stakeholders to build processes.
• Ability to review and Draft incident reports and monthly management reports.

BEHAVIOURAL SKILLS:

• Solutions-oriented with a strong focus on problem-solving and analytical skills.
• Fosters a positive culture through open communication and feedback.
• Strong leadership, teamwork, and staff development abilities.
• Customer service-oriented 
• Confidence and the ability to have a Holistic view
• Problem solving and the ability to understand and collate management information
• Focused and self-motivated approach to work as well as help staff work towards targets
• Promote high standard of ethical, moral and professional conduct

BUILD TEAM AND PEOPLE CAPABILITIES THROUGH:

• Establishing exceptional working relationships within Flash based on trust, loyalty, dependability and skill; and earns respect from colleagues and stakeholders.
• Leads by example, is approachable, assists team members, and sets clear direction. 
• Takes a genuine interest in developing junior employees and fosters a positive, service-oriented culture.
• Highly committed to company goals and communicates them clearly and compellingly.
• Vocal and opinionated with respect to decisions that impact customers within their remit, securing positive outcomes. Speaks compellingly, and is influential 
• Embraces a ‘change agent’ mentality, challenging the status quo for better results.
• Committed to personal growth, taking self-directed steps to develop skills and experience.
• Provide ongoing coaching and feedback, manage team performance, and support career development conversations with direct reports.
• Hire and retain high performers through active management of change and role-modelling behaviours that align with company culture and values.