Support LEAD

SUMMARY OF ROLE

This role is responsible to ensure that business relations with clients are managed to enable delivery of support services across all teams. Lead and direct teams to make sure that service level agreements (SLAs) with clients are place & well maintained. Ensure all processes are to the support standards & liaise with all company functions to make sure that services are maintained.

ROLES AND RESPONSIBILITIES

Support Management 

• Oversight and management of support processes to ensure professional and effective support services to customers.

• Provides management and oversight of support teams including 

  • Create and maintain support resources & schedule,
  • Support assignments and capacity planning
  • Lead/facilitate internal meetings in support of clients SLA’s
  • Act as a change agent and possess the ability to work within ambiguity and achieve desired results.

• Be responsible for the overall leadership and lead role in managing the Support services of the TurnQuest solution through;

• Maintaining complete control on support tasks and risk issues; 

  • Facilitating timely decisions to meet clients’ SLA by leading and direct teams to make sure that service level agreements (SLAs) with clients are place & well maintained.

• Identify support risks early and assist by providing prudent and timely recommendations for risk avoidance;

• Setting and managing client expectations;

• Creating and executing client alignment meetings, support tasks and revising as appropriate to meet changing needs and requirements;

• Communicating effectively with clients to identify needs and evaluate alternative business solutions;

• Continually seek opportunities to increase customer satisfaction and deepen client relationships.

• Monitor and evaluate Client first level support team

• Ensure that business relations with clients are managed to enable delivery of support services across all teams

• Assist in executing process improvements and the development of policies, procedures, methods, and tools in support process.

  • Supporting product team  in implementation methodology, processes & tools;
  • Serves as a point of escalation for the support team
  • Ensures that the support team is guiding customer/partners through relevant change initiatives

• Ensure all processes are to the support standards & liaise with all company functions to make sure that services are maintained

• Assurance and Quality:  Apply recognised methodologies; audit test and quality gates; review deliverables from team & releases.

• Requirement definition & Management: Coordinate requirement activities, their validation and sign-off ensuring that the needs of the key stakeholders are articulated determining the need and value of performing the activity based on the context.

Human Resource Management

• Develop an annual calendar for support events, which is aligned to the organizational and departmental strategies, objectives and output requirements.
• With the guidance of the support manager, conduct prompt performance management through the company’s framework and identify visible metrics to enable continuous monitoring and evaluation of progress, this will help to curb and escalate issues for corrective action.
• In liaison with the rest of the organization’s leadership participate in the self and support team development initiatives for business continuity and growth.
• Provide leadership and motivation to staff by fostering a culture of creativity, encourages good performance, ensuring appropriate training, and rewards productivity. Use servant leadership to inspire for good stewardship and management of resources.
• Take the lead and be responsible for self-development and growth.
• Evaluate team members and ensure the provision of continuous development and growth through coaching and mentorship
• Coordinate performance management process, whose framework entails one on ones, 360 feedback degrees, surveys, formal sessions weekly meetings and retrospectives.
• Fosters a culture of creativity
• Participates in creating personal development plan

Other

• As part of a team based structure that is focused on delivering value to the customer through an agile approach, take part in team activities that would rely on your expertise to delivering value and ensure team and personal growth.

• Hold in an acting capacity for absent colleagues when called upon and as part of career growth and development.

BEHAVIORAL COMPETENCIES.

Team player

• Excellent leadership and people management skills
• Excellent Decision making skills
• Excellent written & Verbal communication
• Emotional Intelligence
• Excellent organizational skills
• Able to manage sensitive and sometimes confidential information
• Self-motivation and able to take responsibility
• Able to demonstrate initiative and a proactive approach to daily tasks
• Willingness to support and mentor junior staff

TECHNICAL COMPETENCIES

• Professional support experience or equivalent insurance and or accounting business Knowledge (minimum of 2 years)

• Knowledge of a working TurnQuest applications

• Understands TurnQuest support methodology   process

• Understands Stakeholders analysis and Management

• Understands business analysis modelling techniques

• A passion for support Improvement

• Client support experience: planning, scheduling, Issues management, Communication, Quality Management, Test Scripts, Training, Team work

• Excellent customer facing/customer service skills

• Able to demonstrate a high degree of flexibility including shift and out of hours working

• Able to demonstrate initiative and a proactive approach to daily tasks