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Close Brothers Group
,
London, Greater London
Service and Risk Manager
Overview
Job Description
The Service Manager is accountable for driving continuous improvement in service quality, risk management, and reporting for all technology services consumed by Premium Finance, our customers and our brokers Key Responsibilities: Service Management * Drive a customer first philosophy ensuring customer experience is top of mind with all service providers * Manage the service performance, and lead service reviews, encompassing internal and Shared Services, Central teams and external suppliers * Act as day to day escalation point for the business, and chair the Incident Management meetings, as required, in the event of P1 or P2 incidents to ensure good communication flow from vendors, resolver group, Close Brothers colleagues, brokers and customers * Define, report and drive improvements on end to end SLA's * Define process controls, OLA's, KPI's etc with internal IT and 3rd parties to ensure processes are adhered to and service levels are met Data, Reporting and Analytics * Promote recognition of success and identify areas for improvement through development and use of performance dashboards * Work with data sources and analytics tools to define, measure, monitor and analyse objective and subjective data to monitor and challenge current IT services and delivery