Service Assurance Lead
Cellulant is the leading one-stop digital payments company in Africa, for Africa by Africans; providing the glue connecting everyone to everything, every day.
To do this we are looking for qualified, passionate, dynamic and vibrant people to drive our strategy and agenda.
Role Context: The Service Assurance Manager will deliver an end to end view of service performance and customer experience across Cellulant services. Delivered through the agreement of service levels with customers, ensuring compliance and communicating performance to key stakeholders (internal and external).
The role will instigate, develop and implement Service Improvement activity in the event of underperformance or in line with changing business requirements.
The service assurance manager is the single point of contact for escalation for service issues and they are responsible for follow through to resolution of end-user incidences.
S/He will also be responsible for timely detection, resolution, escalation and communication as well as applying a problem management practice to mitigate against future recurrence. This includes follow-up and validation of service improvement mechanisms.
The position holder is also responsible for the maintenance of a catalogue of all services provided to customers as well as reporting the status of the quality of service
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