Service Integration Manager

Type: Permanent

Location: Menlyn Maine Pretoria (Hybrid role)

What we are looking for in a candidate:

Role

The Service Integration Manager (SIM) is responsible for the planning direction support execution and leadership of client services integration related to client projects and operational initiatives as required by clients.

The SIM is accountable for providing effective management capabilities to internal and external stakeholders that meet both the business demand and the strategic objectives of both the client and Direct Transact. Importantly the SIM builds meaningful long-term relationships with all key stakeholders on a day-today basis as well as action improvements in accordance with established policy guidelines standards and procedures including Direct Transacts values and Code of Conduct.

The Service Integration Manager (SIM) will work together with all internal teams to establish and maintain Service Integration and Management structure to support The client requirements and to manage and facilitate service and delivery outcomes for multiple The clientclients. This role is focused on establishing and maintaining the governance framework needed to ensure delivery in a multi-system and business service environment aligned to the contracted and agreed service levels.

The SIM is responsible for the establishing maintaining and management of client relationships. The purpose of being assigned specific client portfolios is to create long-term relationships with the assigned client and their portfolios. The role of the SIM is to understand the clients expectations requirements and agreed service levels and to plan and manage accordingly to ensure client demands and expectations are met.

Special Requirements:

• Willing to work overtime from time to time. (As an exception and when required)
• 1 Week standby on rotational basis alongside fellow Service Integration Managers.
• Short term travel (national and international) as and when required.
• Must have own reliable transport.

Personal Attributes:

• Ability to Enforce Process Participation in all Internal and External engagements.
• Be Resilient in all aspects of the Role: Successfully adapting to difficult or challenging experiences especially through mental emotional and behavioral flexibility and adjustment to external and internal demands.
• Apply and express Exceptional Business Communication skills at all times (Verbal Written and Documentation).
• Be able maintain a professional balance between a high level of Customer Centricity and applying a Firm and Assertive approach in all internal and external engagements.
• Be Deadline Driven and have the ability to manage and engage with all internal and external stakeholders with a Delivery Focused demeanor.
• Have the ability to be Proactive in Problem Solving and a Self-Starter that exhibits Accountability and Ownership to deliver and resolve.
• Consistency in the ability to Listen Comprehend and Translate information client enquiries and issues in a comprehensive and accurate manner (Internal & External Engagements)
• Be able to Assess and Identify Various Personality Types engage and manage such relationships accordingly and Operating within Process and Policies of the Company (Internal & External Engagements).
• Be a Team Player with an unwavering ability to Motivate Team Participation.
• Exhibit Exceptional Conflict Resolution Skills with all internal and external engagements and maintaining a Professional Approach at all times.
• Unquestionable Time Management and Self-Management Skills and the consistent application thereof is critical.

Knowledge & Skills

• Exceptional written and verbal communication skills are critical.
• Significant experience in Client Liaison and Delivery Management.
• Proven experience in Multi-Client Portfolio Management.
• Good understanding of Project and Service Integration tools and methodologies.
• Demonstrated ability to work in a multi-client and multi-system environment.
• Demonstrated ability to prepare and manage project and/or client proposal documentation within organisational standards and processes.
• Banking industry knowledge and experience at an operational level.
• Provide subject matter expertise and leadership in service management.
• The ability to establish and maintain relationships with multiple Client Portfolios and undertake Client Management.

Experience:

• At least 3 years experience in the same or similar position.
• Client Liaison and Service Delivery Management.
• Project Management Agile and SCRUM experience will be an advantage.
• Proven experience in managing and motivating staff and leading cross-functional teams.
• Experience working with sensitive information in a security-conscious environment.
• Service Integration Governance and Management.
• Program Portfolio and/or Project Management.
• Exceptional collaboration and communication skills.
• A strong understanding of financial and banking business drivers.
• Exceptional dispute management and conflict resolution skills.
• A strong understanding of Risk Management.
• Experience with reporting against SLAs and KPIs.
• Experience in establishing Continual Service Improvement processes in conjunction with internal and external key stakeholders.
• The ability to establish and maintain relationships with multiple Client Portfolios and undertake Client Management.
• Provide subject matter expertise and leadership in service management.
• Ability to understand concepts and translate them for other stakeholders.
• Ability to perform duties under tight deadlines and within a fast-paced environment.

Qualifications

• Matric or equivalent qualification recognized by the Department of Higher Education & Training
• A national diploma or degree in the relevant field will be an advantage.

What the job will entail day to day

• Proactively monitor and manage client satisfaction with respect to service delivery.
• Ensure risk management and service improvement management are performed.
• Ensure the consistent implementation of solutions and smooth delivery of service to clients.
• Ensure affective coordination and management is applied to the various components within a clients delivery and the management of delivery by all internal stake holders assigned to the clients project / initiative.
• Take overall responsibility for contractual fulfilment to a client during the service lifecycle.
• Nurture the client and cultivate a relationship that will enable new growth opportunities.
• Proactively identify service system and operational deficiencies to allow initiatives for improvement to client service and user satisfaction.
• Identify new opportunities for business and solutions within the existing client accounts to improve product and service supply to clients.
• Manage and maintain any client documentation as prescribed by management applicable to client scope initiatives and within the quality measures prescribed.
• Manage and maintain system tasks created and the progress thereof relevant to clients service and/or enhancement initiatives.
• Ensure coordinate and coach the use of internal systems as used by clients to ensure effective and optimal use by clients.
• Identify establish and manage daily weekly or monthly client meetings as prescribed by management or as required by the client. Client meetings are required to be facilitated and noted by the Service Integration Manager for distribution internally and externally within 48 hours of such a client meeting.
• Initiate and manage daily weekly and monthly reporting to respective client portfolios as prescribed by management and/or as required by SLAs.
• Prevent revenue leakage and ensure scope change billing.
• Manage response times to client queries or service support within a 24-hour response time and query and/or incident resolution with the agreed timeframe depending on the severity. Continuous progress communication to clients is critical.
• Manage the entire scope / enhancement change lifecycle to meet client expectations and/or industry mandated implementation deadlines.
• Affectively and professionally manage conflicts with internal and external stakeholders.
• Manage and motivate internal staff and lead cross functional teams to ensure effective client delivery and support.

Interpersonal Relationships / Stakeholders

• Chief Operating Officer
• Head: Service Management
• Head: Core Banking Support Servicing
• Head: Client Solution Delivery
• Head: Payments Interface & Service Delivery (PaaS)
• Head: Operations - BaaS Software Factory
• Service Integration Managers
• Production Support Team
• Operators Team
• Financial Administration and Back Office Support
• Database Administrators
• Payment Hub Team
• Product Owners
• Development Teams
• Quality Assurance Team
• Internal Stakeholders
• External Stakeholders