Service Manager Command Centre

PayInc is a purpose-driven payments provider building on over 50 years of trusted history in South Africas payments ecosystem. Our mission is to connect people businesses and economies through secure efficient and inclusive digital payments infrastructure and be a catalyst for financial inclusion and economic growth. From EFTs and cards to PayShap PayInc provides the backbone that enables money to move safely across the economy. At our core we exist to make great connections empowering participation enabling growth and ensuring no one is left behind.

PURPOSE
To manage Command Centre operations and ensure quality customer service continuous monitoring and processing of critical systems processes and infrastructure. The role is pivotal in delivering high-quality IT services that support PayIncs payment clearing operations and maintain customer trust through proactive communication engagement and transparency. With high focus on quality customer service and operational excellence

You will engage with the following stakeholders:

• Internal Management & Teams
• External Stakeholders (Banks PASA SARB)
• Telcos Network Support Managed Network Services
• Clients and Customers

Your key responsibilities include:

• Proactive Communication: Provide accurate appropriate timeous feedback to clients/customers on operational issues incidents and resolutions.
• Lead all internal project initiatives.
• Give early warnings on potential risks and mitigation plans before customers experience impact.
• Customer support quality monitoring and customer satisfaction reports
• Report Track and perform trend analysis on customer escalations and queries.
• Attend customer and stakeholder meetings.
• Update and create internal documentation and standards.
• Efficient Query and Incident handling: Participate in major incidents ensuring transparent communication during bridge calls and escalation processes.
• Close customer support queries and service requests within 24 hours.
• Service Level Assurance: Monitor and report on SLA compliance ensuring customers are informed of performance metrics and any deviations.
• Keep customers always informed during incidents outages and planned changes.
• Ensure queries and concerns are addressed promptly.
• Understand customer needs and maintain trust through clear consistent communication.
• Ensure compliance with relevant policies procedures and legislation.
• Maintain accurate reporting and documentation for audits and reviews.
• Drive continuous improvement initiatives aligned with customer satisfaction goals.
• Prepare daily/monthly reports and communicate outcomes to stakeholders.
• Continuous Improvement: Identify opportunities for innovation and process enhancements that improve customer experience and satisfaction.
• Measure quality service and customer satisfaction.

QUALIFICATIONS / KNOWLEDGE

• Matric (Bachelors degree advantageous)
• Certifications: Linux Networks Windows ITIL Service Management Incident Management
• Strong written and verbal communication skills
• Advanced Microsoft experience including Word Excel PowerPoint and Outlook.
• Understanding of customer analytics and insights for proactive engagement

EXPERIENCE

• Minimum 10 years experience in IT Operations or Command Centre Management preferably within payment clearing environments.
• Experience in customer service communication during incidents
• Leadership in high-pressure environments with a focus on customer satisfaction
• AI Automation and Machine learning

LEADERSHIP COMPETENCIES

• Is Self-Driven: Sets an example strives for high standards acts as a role model and mentor.
• Channels Energy Appropriately: Adapts team ways of working for continuous improvement.
• Manages Stress: Creates a psychologically safe environment and promotes wellbeing.
• Thinks Critically: Analyses situations objectively and predicts operational impacts.
• Designs Strategies: Applies broad business understanding to improve team performance.
• Innovates: Encourages continuous improvement and promotes a growth mindset.
• Organises Executes and Achieves: Prioritises goals and monitor progress.
• Manages Change: Drives effective change management and explains rationale.
• Develops Relationships: Creates networking opportunities and manages diversity.
• Leads People: Inspires and motivates team promotes inclusion and engagement.
• Unites Teams: Facilitates collaboration and values diversity.
• Communicates Tactfully: Encourages open dialogue and manages tough conversations.
• Supports Others: Coaches mentors and responds to team concerns.
• Can Self-Analyse: Understands impact of behaviours and gives constructive feedback.

TECHNICAL COMPETENCIES

• IT Operations Management: Proficient in managing ICT and technology operations.
• Incident Management: Skilled in initiating and resolving major incidents.
• ITIL Service Management: Applies ITIL principles for service delivery.
• Linux Windows and Network Administration: Advanced knowledge of operating systems and networking.
• Cloud Computing (AWS): Experience in managing cloud environments.
• AI and Machine learning capabilities
• Disaster Recovery and Resiliency: Expertise in BCP and DR processes.