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Service Assurance Manager
3 months ago
Drive service restoration, minimising impact to our customers
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Develop the change roadmaps and incident mitigation strategies:
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Collaborate with key stakeholders to drive continuous improvement strategies
See Yourself in the Team
The Everyday Business Banking (EBB) team supports the full spectrum of customers' needs from the smallest businesses to the largest corporations.
We have accountability for Cash Management, Payments, Business Lending and Commerce Solutions as well as managing the end-to-end business customer experience.
The team is also responsible for the delivery of analytical capabilities to support our business customers.
Service Assurance supports EBB during major service outages, ensuring major customer affecting issues are proactively captured, and fixed as a priority.
The team also works closely with our Enterprise Services partners to ensure the permanent resolution of recurring issues by implementing required corrective actions.
We are also responsible for EBB BCP (Business Continuity Planning) and work closely with the Group Crisis teams to ensure EBB Business Continuity Plans are updated, and well understood by the relevant stakeholders.
Your Impact and Contribution
The Service Assurance Manager is responsible for the continuous improvement of incident response standards across all products. To achieve this, projects in this role will include but won't be limited to;
- Developing incident response plans for all key third parties and areas of recurring incidents
- Driving the creation of automated monitoring and alerting for customers to support them through an event
- Leading the development the Business Continuity Plans for the various product groups and suppliers
- Ensuring appropriate measures are aligned in onboarding new products or vendors to the service assurance plans
- Responding to major client escalations and engaging service management stakeholders as required
- Implementing identified process improvements and productivity initiatives by coordinating activities
- Working with relevant technology teams to fix defects in merchant and payment systems
- Driving the investigations on outstanding cases to resolution
- Coordinating the implementation of preventative measures for all major incidents
- Attending change management calls and be across all changes planned for products
Your skills & experience
- Previous exposure to incident management processes, preferably in a big infrastructure setup
- Understanding of the payments business in Australia, with a particular focus on electronic channels (not mandatory)
- Excellent communications skills, including the ability to communicate to stakeholders across the organisation at different levels
- A demonstrated ability to build, maintain and enhance relationships
- Good problem solving skills
Advertising End Date: 18/03/2023
