Managed Service Team Leader

Job description / Role

Managed Services Team Leader oversees the operation of the MS centre to ensure that existing Monitoring, incident management, Cash forecasting, Disputes management, Process enhancement, Customer support, Permit management, contract management, Self-service terminal operation cost monitoring and management, log analysis, first line support and team management quality is maintained.

Managed services Centre Leadership & People Management:
• Motivating, coaching and developing the team to deliver outstanding services.
• Ensure that staffing levels are maintained to support attainment of the service level objectives, by administering scheduling – working in line with CNS HR policies. Monitoring productivity of the team to ensure we are delivering a cost effective valuable support.
• Ensure that the Manged Service Centre and client processes, policies and procedures are consistently communicated and followed by team members.
• Monitor performance of the teams as a whole, directly manage the Team agents to ensure standard of performance.
• Ensure quality is monitored at all times and where needed areas for improvement implemented or areas of failure are resolved
• Assist the team where required by actively working on customer issues, handling calls etc
• Encouraging team input into procedures and practices – assisting them in developing their ideas Provides an escalation level for problem support, management, resolution and communication as appropriate
• Complete team member performance reviews in a timely manner.

Managed Services Centre Operations management:
• Day to day operations ensure objectives are met.
• Delegate & Assign tasks - Delegate authority to others for tasks where appropriate
• Liaise with customers regarding post sales requirements, delivery, and will have input into on-going service reviews
• Ensure all Managed Service commitment are delivered on time and in accordance with CNS customers’ expectations and ensure that Monitoring, incident management, Cash forecasting, disputes management, Process enhancement, Customer support, Permit management, contract management, Self-service terminal operation cost monitoring and management, log analysis and first line support commitment and quality is maintained
• Follow up with banking teams /suppliers/subcontractors to ensure the completion of services and customer satisfaction.
• Monitor SLA levels through the day, reviewing the team’s contribution to ensure that workflow of incoming requests are as effective as possible and are actioned or referred appropriately within agreed timescales, address issues with SLA management throughout the month.
• Contribute to the on-going development of the Managed Support function by sharing knowledge, experience and expertise with other team leaders
• Work with All banking Services departments, Process Improvement analysts to ensure all aspects of the department “business as usual” operations can be maintained to meet customers’ requirements
• Ensure activity on projects is regularly monitored to ensure milestones are met.
• Ensure the Test labs, MS centre and Process are maintained and supported to agreed standards and all relevant testing, Processes are documented.
• Proactively identify and communicate operation and performance issues and proposed solutions to line management – working with the teams to ensure all issues are addressed, documented and completed

Monitoring, Incident, Cash Forecasting, Disputes and Problem Management:
• Ensure that the Monitoring, Incident and Problem Management, Cash forecasting and Disputes processes are followed and documentation is kept up to date as required.
• Ensure that Preventative maintenance cases are logged, tracked and monitored.
• Handle the high priority cases.

Client services Management:
• Ensuring the Delivery of services to the level of quality exceeding the customer’s expectation
• Function as the initial point of escalation for customer satisfaction issues relating to the Managed Services Centre defined service offerings.

Reporting:
• Completion of all monthly reporting requirements directly to Service Operation Manager.
• Provide regular updates to the service Operations Manager on progress of Service
• Provides reports to clients, all teams upon request.
• Generate all monthly agreed MS report and share/present to the customers.

Requirements

• Minimum 3 years’ experience as Senior/MS Team Lead role in Banking or IT or Telecommunication field.
• Previous experience in ATM Support.
• ProView Monitoring, ATM software and log analysis experience.
• Previous experience in Manager services or Contact Centre environment.
• Bachelor’s Degree in IT or engineering.
• Certification in ITIL V3 is preferred.
• Demonstrated knowledge of Banking or IT Managed Services.
• Proven experience in a combined customer service handling / technical support role
• High standard of communication both written and verbal
• Excellent knowledge of the Microsoft application suite, ATM application, ProView monitoring and IM tools.
• Capable of managing own workload with minimal supervision to tight deadlines
• Able to prioritise and distribute team workload effectively
• Keen to offer ideas and solutions to develop the Technical Support function
• Ability to encourage ideas from ground level
• Able to work as part of on-call rota
• People Management
• Training
• Shifts management.
• Leave management.
• Performance management.
• Reports generation and management.

About the Company

Incepted in the late 70's, Ghobash Group has become one of the resilient business conglomerates in UAE. The privately-owned group has expanded to geographies across the Middle East, Asia, Africa and Europe through its diversified business arms.

Focused on growth through value-creation, Ghobash Group has advanced with successful milestones over the years in its business industries: Technology, Chemicals, Engineering, Oil & Gas, Water, Energy, Pharmaceutical, Retail, Trading and Real Estate.

CNS, GCG Office Imaging, Tawazon Chemical, E&I Emirates, GCG Engineering Services, Arabian Ethicals, Ataya Fashion, Prime Hospitality, and Makeen Properties. The Group has also formed Joint Ventures over the years such as Sahara Center sustaining its momentum of successful milestones throughout the years.

Sustainability, innovation, diversification, and ownership are amongst the key values the Group has been practicing for decades. Working with partners, who share the same values, the Group has added value throughout the years through profitable investment opportunities in both the private and public sectors.

In depth experience, combined with a granular knowledge of the regional economy, enables Ghobash Group to identify, and provide access to the best business opportunities across the region.

Committed to diversified growth, Ghobash Group is headquartered in the United Arab Emirates and services through its offices and factories in Saudi Arabia, Oman, India, Iraq, and Africa.

The Group values its people as family and its customers as long term partners. Embracing excellence yet keeping it personal is a key strength of the Group which is a characteristic that has not faded since its inception.

Driving success through its people and partners, with its diverse business arm, Ghobash group aims to continue to grow adding value with every opportunity, every transaction, every employee life, every partner business, every community across varied geographies.

Together we make a difference.