Service Relationship Manager

Job Description As a Service Relationship Manager for the GSC, you will report into the Global Head of Service Relationship Management with the key strategic goal of delivering and maturing the Service Relationship Framework across the GSC and Tribe organisation. The Service Relationship Manager will ensure that customer needs are met according to mutually agreed performance measures (Service Level Agreements) and internal audit constraints.
The Service Relationship Manager will not only provide the Voice of the Customer across Operations but, in addition, will have the strategic dual focus of managing existing services and implementing new structures and changes across the Tribe organisation to improve service management processes across the W&R organisation. Having a technical as well as an operational service expertise will be key in order to streamline the W&R COO service offering through Service Management ultimately leading to an Integrated service view out to the customer.
The Service Relationship Manager will work closely with the GSC Operations departments and the Tribe helping ensure that service levels are monitored and met, customer satisfaction is high, and issues are managed to resolution, all within an environment where control is paramount.
The candidate must have the 'Right to Work in Ireland' – an EU Citizen or the holder of a Valid Stamp 4 Visa You and your job You will be working in a challenging and dynamic environment consisting of five operational disciplines and across 3 Tribes, all providing operational services to the global regions with the mission to deliver excellent service quality across Utrecht, London, and Dublin.
You will ensure customer expectations are managed through strong service governance, organisational structures, controls, and processes. Customer Ease and the 'Voice of the Customer' being at the forefront of everything you do.
You will help ensure that Service Management is regionalised across the GSC and Tribe organisation. While we expect you to be largely self-managing and work under your own initiative, you will also be part of a global team of Service Managers and will ensure that Service Management best practice is at the forefront of what you do, ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
Facts & Figures Three GSC regional locations – Utrecht, Dublin & London3 Tribe areasGlobal business lines and branches as service customersResponsibilities: You will be responsible to maintain an effective service relationship with internal and external customers. You will manage issues as an advocate for our customers coordinating resolution across different functional areas ensuring there is strong communication in relation to change and process improvements.You will manage the strategic service management transformation by coordinating the set up of new structures over Tribe (System) and GSC (Operational) service offerings which includes supporting the development of an Integrated Service View via integrated agreements and integrated reporting.To help embed 'Integrated Service Design' in the E2E chain via 'In Control by design' approach. Taking into account requirements for Internal Outsourcing and Service Assurance.We expect you to be able to effectively chair customer meetings in an effective and consistent manner, ensuring that service is discussed objectively, improvement opportunities are captured, and a structured approach is taken towards the resolution of issues.You will deliver service management reports to customers and stakeholders focusing onService Level Agreement (SLA) delivery.Key Performance Indicator (KPI) Metrics.Customer Satisfaction levels.Issue and change management.Service costs and rechargesWorking with customers, stakeholders, and service providers, you will also be responsible to identify service improvement opportunities and support their implementation.You will be part of a global service delivery team, sharing best practices from the Global Service Centre and Tribe Organisation and contributing positively to the development of a global way of working with our customers and stakeholders.You will design and implement new service management systems and collaborate with IT and other departments to integrate new systems.You will develop and execute change management strategies and communicate changes effectively to all stakeholders.You will contribute positively to the SRM team, supporting your colleagues ("I make you better"), sharing best practice and always maintain a positive and cooperative outlook.You can expect to help develop and execute the Service Relationship Management (SRM) Framework with a keen emphasis on establishing the necessary customer-centric culture and behaviours.About you: Empathy, customer focus, flexibility and resilience are essential attributes for the role of Service Relationship Manager GSC. You will be persuasive and influential with proven relationship management skills. In addition, it is important that you recognise yourself in the checklist below:
Leadership: Ability to lead and motivate teams through change.Customer focussed; service oriented, self-aware with the ability to work in an international, multi-cultural environment.Stakeholder Management/networking experience and skills at all (management) levels.Excellent interpersonal skills – with an ability to build relationships at all levels of the organisation, liaising with both internal and external stakeholders.Strong communication and presentation skills.Excellent analytical skills with the ability to convert data to meaningful information.Strong report writing skills displaying professionalism through content, format, and attention to detail.Continuous improvement mind-set demonstrated by, for example, Lean Yellow Belt certification.Setting an example by engaging with and actively motivating people to deliver optimum customer service.Knowledge of products and processes in (wholesale) banking, preferably Financial Markets and Corporate Banking, likely to be demonstrated by >10 years of working experience in a relevant role.Technical Proficiency: Familiarity with service management software and systems.Project Management: Experience in managing projects, including planning, execution, and monitoring.Experience with ITIL, (a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of the business. Helps in managing service lifecycle, from service strategy and design to transition, operation, and continual improvement, is preferable.Experience in Agile methodologies.Competency in Microsoft Office products (Word, Excel, and PowerPoint).Fluency in English (verbal and written) is needed and proficiency in another customer language is desirable (Dutch, Portuguese, Spanish).Bachelor or master's degree with additional qualification in relation to service and/or change management, etc. (Prince II, ITIL, etc.) is desirable.Routine evidence of risk and control monitoring.Demonstrates commitment and discipline in achieving targets through reporting regularly and consistently, monitoring and reviewing performance against objectives, taking action to ensure objectives are met.Decisive with proven problem-solving capability.
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