Assistant Manager - FSS Service Delivery

Job Purpose

• To monitor performance of FSS in line with the SLAs and Financial policies. To identify improvement opportunities and to assist in its implementation 

Essential Roles and Responsibilities

Functional Roles and Responsibilities

• Support the LM in driving 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
• Support in monitoring and tracking service delivery issues raised by customers segregating the same between those serviced/ resolved/closed by FSS and those remaining un-serviced/unresolved/open as at month / period end.
• 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
• Monitor performance of FSS systems to ensure effective and efficient functioning and make recommendations for improvements
• Review business systems development requirements and ensure Group wide policies are met with all proposed developments.
• Guide and motivate subordinates to enhance performance and produce quality work, and ensure that they are continuously developed for higher level roles.
• Assist in Ad Hoc requirements arising from audits / investigations required by Senior Management